The incumbent serves as a Lead Medical Support Assistant (MSA) within the Health Benefits Section or CBOC Section of Medical Administration Service at the VA Illiana Health Care System providing support to the Medical Support Assistants and Advanced Medical Support Assistants in Patient Aligned Care Team (PACT) or Specialty Clinic areas. The incumbent is responsible for a wide range of assignments and provides administrative support to the section.

Duties

The position is located in the office of the Chief, Medical Administration Service (MAS) in Danville, IL, but work will be at all VAIHCS locations to include community based outpatient clinics. DUTIES: Monitors and makes work assignments for lower grade MSA positions. Provides input on MSA performance and resolves workplace issues. Provides educational sessions to train new employees in clerical process in an efficient and effective manner to ensure that clerical processes, functions and goals are understood and met. Supports clinics regarding clinic profile management and utilization via various reports. Schedules appointments timely and accurately in accordance with VHA directives. Reviews pending consults to ensure appropriate scheduling action is taken with VHA directed time frames. Maintains appointment schedules for one or more outpatient clinics. Collects and updates insurance information in ICB from Veterans, family members and other eligible patients. Prepares correspondence and memos as needed. Screens/receive phone calls in a courteous and timely manner, determines the nature of request and provides the information desired using privacy rules and established clinic processes. Ensures data is entered into VISTA accurately. Promotes Veteran registration for and utilization of MyHealthyVet (MHV). Utilizes call lists and telephones Veterans to pre-register them before their scheduled visits. Incumbent updates all patient demographics. Reviews pending Return to Clinic (RTC) orders for action and appropriate closure. Reviews and assists with handling delinquent Recall Reminders to ensure patients receive the appropriate contact attempts in order to get scheduled timely. Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient. Assures that all appropriate VA forms are used correctly and regulations followed. May serve as a back-up auditor/trainer for the Lead MSA Scheduling Auditor/trainer within Medical Administration Service as needed. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Work Schedule: 7:30 am to 4:00 pm, Monday to Friday Telework: Ad Hoc Virtual: This is not a virtual position. Financial Disclosure Report: Not required

Requirements

Qualifications

BASIC REQUIREMENTS EDUCATION/EXPERIENCE: Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. OR Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) OR Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-7 LEVEL TO QUALIFY FOR THIS POSITION. GS-7 LEVEL GRADE REQUIREMENTS: SPECIALIZED EXPERIENCE: Must have one (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-6, and demonstrate the knowledge, skills, and abilities associated with current 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 KNOWLEDGE, SKILLS, AND ABILITIES: You also 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. REFERENCE: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards. The full performance level of this vacancy is GS-07. Physical Requirements: The work is mostly sedentary with walking, standing, bending and light lifting.

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 Danville VA Medical Center 1900 East Main Street Danville, IL 61832 US
• Name: Danielle Taylor
• Phone: 217-554-5951
• Email: [email protected]