The incumbent performs as the Lead Medical Support Assistant (MSA) at the GS-7 level within the Captain James A. Lovell Federal Health Care Center (FHCC), Resources Directorate, GPM Department. The FHCC is larger than just a single facility, but rather a system of facilities throughout northeastern Illinois and southern Wisconsin which provide medical and dental services to U.S. Military Veterans, Recruits, Active Duty, and eligible beneficiaries.

Duties

This position is responsible for training and providing administrative support to their assigned section within the GPM Department. The incumbent leads a group of employees and is responsible for coordinating efficient administrative support operation. Duties include, but are not limited to: Assures that the administrative support staff and military staff of the assigned service are trained and guided in order to meet the administrative needs of Veterans, Recruits, Active Duty, and other eligible beneficiaries. Coordinates the staff to perform numerous duties including Kiosks, Insurance Capture Buffer (ICB), telephone advice, maintaining appointment schedules, scheduling special studies or tests, eligibility determination, release of medical information, notifying patients of appointments and clinic cancellations. This also includes review and teaching of RTC orders, recall reminders and duties in conjunction with Mission Act. Is the communication link between administrative support staff and the Supervisor. Initiative is a vital requirement in order to perform daily responsibilities. Ensures staff is performing functions that directly support facility measures such as return to clinic appointments, recall reminders, errors in the VSE scheduling package, dispositioning return to clinic orders, Insurance Capture Buffer, No-Show, EARR (open encounter) report. Distributes and balances the workload among employees making sure work is accomplished in a timely manner by monitoring the status and progress of work. Also makes day-to-day adjustments and solves problems. Assists in distributing workload during Supervisor absence. Responsible for and aware of administrative procedures and changes in order to provide direct support and hands on assistance to each employee and answer all related questions. Maintains a safe, satisfactory working environment and resolves any inconsistencies. Incumbent is also aware of and informs each employee of all services and activities available to the employee. Receives and relays incoming and outgoing telephone messages. Performs administrative support work related to the care and treatment given to Veterans and DoD personnel, such as receiving patient files, medical record systems, and maintaining medical records (operating in CHCS/AHLTA and CPRS systems). Provides on-the-job training to new employees and provides instruction to all employees regarding scheduling menus and new computer packages, such as CPRS, VSE Scheduling Package, 0E/RR Radiology, Laboratory, AHLTA, etc. Work Schedule: Monday-Friday, 7:30 am - 4:00 pm Virtual: This is not a virtual position. Position Description/PD#: Lead Medical Support Assistant/PD000000Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Applicants pending the completion of educational, or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 09/22/2023. Basic Requirements: United States Citizenship: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). Experience: One year of experience equivalent to the GS-6 grade level. Certification: None Required. English Language Proficiency: Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3J.Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. GRADE REQUIREMENTS: GS-7 Lead Medical Support Assistant In addition of meeting the basic requirements the candidate must meet the following requirements: SPECIALIZED EXPERIENCE: Specialized Experience to qualify at the GS-7: One year of experience equivalent to the next lower grade level. To be creditable, this experience must demonstrate the knowledge, skills, and abilities associated with GS-6 MSA responsibilities. Experience at this level includes, but is not limited to: expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model; collaborate and communicate with a wide range of medical clinicians across multiple disciplines; sets priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies, and regulations; communicates tactfully and effectively by phone, in person and in writing; advanced knowledge of the technical health care process including scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals as it relates to access to care; advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care to include appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.; an advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. AND Demonstrated Knowledge, Skills and Abilities. Candidates must demonstrate the KSAs below: Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Skill in communicating with individuals to obtain the desired effect and coordinating with variety of interdisciplinary care team staff Ability to provide staff development and training. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate and understanding of the impact of incomplete work across multiple clinics. References: VA Handbook 5005/117 Part II Appendix G45 II-G45-10, Lead Medical Support Assistant Qualifications Standard. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-07. Physical Requirements: The work is primarily sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking, standing, bending; carrying of light items such as papers, books, small parts; or driving an automobile, etc. No special physical demands are required to perform the work.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Captain James A Lovell Federal Health Care Center 3001 Green Bay Road North Chicago, IL 60064 US
• Name: Amy Hemstreet
• Phone: 612-814-1745
• Email: [email protected]