The incumbent serves as a Lead Medical Support Assistant for Physical Medicine & Rehabilitation (PM&R) Service Line. The incumbent performs duties related to the receipt, intake, and indexing of health and administrative information. The incumbent will interface with personal computer (PC) application as well as numerous Vista applications.

Duties

Functions or Scope of Assigned Duties: -The Lead MSA monitors and makes work assignments -Incumbent will assist in making daily assignments for the out patient clinic areas to ensure each area is adequately covered. -Provides input on performance Incumbent will provide information to the supervisor regarding subordinates' performance -Resolves daily workplace issues and maintains efficient workflow -Resolves issues independently, involving supervisor only when necessary Assignments at this level include, but are not limited to: -Assuring coverage of all areas of responsibility -Conducting ongoing reviews to ensure quality of work -Monitors Clinic Cancellation for approved Provider leave requests -Monitors Scheduling for accuracy -Providing guidance to staff members to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules -Ensures all subordinate assignments are fair and equal -Assists in providing outpatient clinic coverage when necessary-Orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met -Provides initial one -on- one training -Organizes and plans cross-training for new employees in out patient clinics -Monitors new employee progress and reports to supervisor any areas of concern -Organizing the work structure of his/her assigned areas; and acting as liaison between MSA's and other hospital staff in order to resolve day to day conflicts -Resolves day to day conflicts independently, involving supervisor when necessary -Running reports for RTC orders, Consult Tracking Management, Pending appointments over 28 days, Open Encounters and Find Next 3 appointments, analyzing data and distributing work as necessary and adjusting clinic slots to accommodate patient needs. Employee plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisor. The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, or difficulty in securing information from clinicians or the record. Is responsible for maintaining the confidentiality of information obtained to carry out required duties. Routinely communicates with physicians, nurses, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Otherwise, works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required. Performance is judged in terms of overall effectiveness of the operation through broad general objectives, the adequacy and accuracy of the work, timeliness, and conformance to established procedures, policies and instructions. Work Schedule: 7 a.m. to 3:30 p.m. Monday-Friday Telework: ADHOC at Supervisory Discretion Virtual: This is not a virtual position. Functional Statement #: 000000 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. (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. c. Certification. None required. 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). Creditable Experience (1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. (2) 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. (3) Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, a MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. Grade Determinations: In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates: Lead Medical Support Assistant, GS-7 (a) Experience. One year of experience equivalent to the GS-6 grade level. (b) 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. NOTE: It is highly recommended to include answers to the above KSAs in your application packet. Preferred Experience: Have a high degree of customer service, poise, and diplomacy. Have a caring, compassionate attitude and be observant when interacting with Veterans, family members, and employee or peers. Must be respectful and have knowledge of a High Reliability Organization (HRO) and be able to demonstrate this experience. References: VA Handbook 5005/117, PART II, Appendix G45, dated August 1, 2019 The full performance level of this vacancy is 7. Physical Requirements: The work is sedentary. Occasionally requires carrying of light objects such as files, books and papers; some walking, standing and bending. No special physical qualifications required.

Education

IMPORTANT:

There is NO EDUCATION SUBSTITUTION at the GS-7 level. Must have the specialized experience.

Contacts

• Address Harry S Truman Memorial Veterans Hospital 800 Hospital Drive Columbia, MO 65201 US
• Name: Joan Gerke
• Phone: 573-639-4112
• Email: [email protected]