A Recruitment or Relocation Incentive may be approved for highly qualified applicants The Lead MSA provides specialized/expert administrative patient support and leadership to the MSAs. The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics.

Duties

Duties include, but are not limited to: The Lead MSA provides specialized/expert administrative patient support and leadership to the MSAs. Coordinates functions of the team of employees who perform work at the GS-3, GS-4, GS-5 and GS-6 levels by providing expert advice in the accomplishment of tasks or projects in order to accomplish the work of the clinics. Keeps written instructions, reference materials and relevant background material available for any staff member. Maintains current knowledge and answers questions on procedures, policies and directives. Obtains needed information on decisions from the supervisor on major issues and problems that arise. Balances workload among employees and helps to assure each team member has an integral role in developing the final product or providing the assigned service. Continuously interacts with team members aimed at building consensus and to serve as negotiator and coach for coordination of team initiatives. Independently makes day-to-day adjustments in work priorities based on staffing shortages. Obtains assistance from the supervisor as needed for major issues or problems that arise. Notifies supervisor of any training needs of team members and assists other Lead MSAs during staffing shortages. Explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. He/she collects, scans, and updates health insurance information serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third party insurance. Promotes veteran registration for and utilization of My HealtheVet (MHV). As front line contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: a. Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner. All appointments will be made with the patient's input, either in person or 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. b. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. c. Daily review of active/pending consults, Electronic Wait List, Recall list and Audiocare communications for accuracy and disposition. The Lead MSA fully participates in the daily teamlet huddles and weekly team meetings where patient care planning and management occur. The Lead MSA is able to independently manage position responsibilities with minimal supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. The Lead MSA may also be asked to assist in the Beneficiary Travel Program and Health Benefits Unit. Work Schedule: Full-time - Monday-Friday 8:30 a.m. to 4:30 p.m. Telework: Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: May be authorized to highly qualified applicants. Permanent Change of Station (PCS): Not Authorized 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: One year experience of clerical, office, [customer service], or other [administrative] work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position. 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: 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. 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 work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting, working with others and/or alone. As typical in an office setting, there is the possibility for multiple distractions from normal operating functions and the incumbent is expected to be able to physically perform the duties of the position, aides permitted (which may include walking, sitting, standing, reaching, and bending.) The work may also include the need for light lifting and carrying (under 15 lbs.) of work materials (i.e.: books, binders, papers, etc.).

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]