*Incumbent will be located in Aurora, CO with occasional travel to Glendale* The incumbent serves as Lead Medical Support Assistant (Lead MSA) and assigned to the Office of Community Care Service (OCC) in Glendale, CO. Lead MSA provides support across multiple ancillary and inter-professional clinics and determines the needs of the Veteran/caregiver. The Lead MSA provides information on programs and initiatives available to Veterans and provides administrative referrals of services as needed.

Duties

Duties include, but are not limited to: Daily review of active/pending/scheduled Community Care consults in CPRS, Third party portal for accuracy and disposition. Maintain effective communication with patient, interdisciplinary team, and outside providers, when necessary to process secure messages with patient and VA staff. Explain to patient and their family members procedures on the phone Participates in huddles or meeting with other interdisciplinary members to manage and plan patient care/flow. Enter appropriate information into patient record Administrative follow-up and problem solving for administrative issues. The Lead MSA plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues. Inform physicians about patients and appointments at other facilities. Educates providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to insure continuity of inpatient and outpatient care. Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. Generates patient workload reports that have to do with schedules/scheduling for validation and monitors activity to assure consistent and accurate reporting. Conducts patient/employee interviews, observes workflow, guides patients through hospital system, inputs referrals, documents complaints, provides follow-up and suggests resolutions to supervisor. The Lead MSA must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner. Appointments are made with the patient's input, by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. The Lead MSA maintain the ability to perform the varied and complex duties of Medical Support Assistants in the Office of Community Care. Work Schedule: Full-time; Monday-Friday (0800 - 1630) Telework: Not eligible for Telework Virtual: This is not a virtual position. Financial Disclosure Report: Not required

Requirements

Qualifications

Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience or Education Experience: One year experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR Education: Four years above high school (transcript is required with application); OR Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.(transcript is required with application); English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3j. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grade Determinations: In addition to the basic requirements for employment listed above: Grade Determinations: For Lead Medical Support Assistant, GS-7: One year of experience at or equivalent to the next lower grade level GS-6. In addition to the Basic Requirements defined above, the incumbent must demonstrate the following KSAs: 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 a 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 an understanding of the impact of incomplete work across multiple clinics. Quality of Experience: Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of [varieties] as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Preferred Experience: Minimum two (2) years experience as Advanced Medical Support Assistant preferred. References: For additional information, please refer to VA Handbook 5005, Part II, Appendix G45 Medical Support Assistant Qualification Standards, GS-0679, dated August 1, 2019. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-7. Physical Requirements: The physical requirements of this position include the following tasks which may be performed intermittently: Light lifting of up to 15 pounds, light carrying up to 15 pounds, kneeling (1/2 hour), pushing (1/2 hour), fine manipulation (4 hours), reaching above the shoulder, use of fingers, both hands required, walking (1/2 hour), both legs required. Working closely with others, protracted or irregular hours of work. Operate office equipment.

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 Eastern Colorado HCS Denver 13611 E. Colfax Ave Aurora, CO 80045 US
• Name: Linda Dailey
• Phone: (720)723-7490
• Email: [email protected]