As Lead Medical Support Assistant, assigned to an Outpatient Specialty Clinic(s) or Mental Health Clinic, or Primary Care Clinics, for the Patient Administration Section (PAS) at the Charlotte HCC, Charlotte, NC, the incumbent(s) provides a high level of administrative and data support to the PAS, to include the Community Based Outpatient Specialty Clinic and Mental Health Clinic, and Primary Care Clinics at the Charlotte Community Based Outpatient Clinic (CBOC) and Health Care Centers (HCCs).

Duties

The Lead Medical Support Assistant monitor(s) and distributes assignments for lower graded positions, may provide input on performance, resolve daily workplace issues and maintains efficient workflow. Assignments at this level include, assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure a quality work product, ensuring accurate and timely scheduling of new patient appointments, providing guidance to lower graded staff to include changes in policy and procedures, creating and maintaining employee work schedules; distributing and balancing workload, orienting and providing on the job training for new and current employees, ensuring training requirements are met, organizing the work structure of his or her area, and act as a liaison between staff and Supervisory MSA in order to resolve any day to day conflicts. Lead MSA will manage Clinic Cancellations in accordance with established directives and guidance. Incumbent(s) will serve as subject matter expert and support the management information components of all health eligibility related programs. The incumbent will be assigned work and/or receive training with the objective of acquiring the qualifications needed to successfully perform the duties and responsibilities of a Lead MSA. The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. Primary Care, Specialty Clinics, Mental Health) 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. He/She must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. The Lead MSA will be required to serve in more than one Specialty Clinic area. Employee must acquire knowledge of internal organizational procedures, knowledge of various facility services, knowledge of commonly used medical terminology and abbreviations and VA acronyms and their meaning. Supports patient safety standards using the correct Veteran Affairs identification of all patients using two forms of identification, name and full Social Security Number. The patient may also present the Veterans Health Identification Card (VHIC) for identification. Incumbent will coordinate with patient care team to review clinic utilization by using various reports and communication methods to effectively support the needs of the clinic. The incumbent(s) is responsible for accurate appointment management and the coordination of all administrative information between the professional staff and the patient. This includes updating and verifying demographic information, scheduling appointments, collecting insurance information, data entry, administratively managing consultation requests and the electronic waiting list and notifying the patient of his/her scheduled appointment. The Lead MSA must be able to set priorities and make day-to-day adjustments in accordance with established priorities obtaining assistance form the supervisor on problems that may arise. He/She must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. The incumbent must demonstrate the technical expertise and understanding to collect, scan, and update health insurance information via the Insurance Capture Buffer (ICB) software program. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. The Lead MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Work Schedule: Monday - Friday 8:00am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized 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. 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 3.j. Experience and Education: (1) Experience. Six months 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; OR, (2) Education. One year above high school; OR, (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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: Experience. One year of experience equivalent to the [GS-6] grade level. Assignment: The Lead MSA [is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include, but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.] For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: i. [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. ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.] [iii.] Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. iv. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff]. [v.] Ability to provide staff development and training. [vi.] 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. References: VA Handbook 5005/117, Part II, Appendix G45. Medical Support Assistant Qualification Standard, GS-0679 - Dated: August 1, 2019. The full performance level of this vacancy is GS-7. Physical Requirements: See VA Directive and Handbook 5019. -- The duties and responsibilities of the position requires some mobility, but generally the job is sedentary with some standing, stooping, reaching, and lifting up to 20 pounds. Incumbents are required to work with computer 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 WG Bill Hefner Salisbury VA Medical Center 1601 Brenner Avenue Salisbury, NC 28144 US
• Name: Monica Busanet
• Email: [email protected]