The incumbent performs as a Lead Medical Support Assistant (MSA) at the GS-7 level located in the Registration section within the Ambulatory Care & Processing division of the Patient Administration Department, a service under the Resources Directorate located at the Captain James A. Lovell Federal Health Care Center (FHCC) in North Chicago, Illinois.

Duties

This position is responsible for training and providing administrative support to the Registration section staff within the Ambulatory Care & Processing division which provides administrative, enrollment, and admission support to Veterans, Recruits, Active Duty, and eligible beneficiaries. Duties include, but are not limited to: Leads a group of employees performing work at the GS-3 through GS-6 grade levels and is responsible for coordinating the efficient administrative support operation of the Registration section, specifically Travel Benefits and BeneTravel. Makes determination on the eligibility for hospital and health care benefits and serves as a Senior Health Benefits Advisor, independently carrying out a wide range of duties involving atypical problems or very complex situations. Provides coverage for all areas within the Registration section, including the Emergency Room (Admissions), Patient Funds, Eligibility, Decedent Affairs, and Beneficiary Travel as needed and directed by the supervisor. Performs numerous duties including registering patients, determining eligibility, notifying patients of eligibility status or of denial of benefits, and coordinates with Primary Care contacts to ensure new patient registration appointments and initial Primary Care appointments are scheduled approximately and in a timely manner. Provides orientation and guidance to the medical staff regarding administrative procedures, legal entitlements of patients, procurement of prosthetic items, medications, patient travel, access and procurement of support services such as lab, radiology, dental, social work, rehab medicine, nuclear medicine and contract services. Serves as the primary contact with medical staff, providing information regarding eligibility determinations and advises beneficiaries of changes in laws and regulations as appropriate. Attends various meetings regarding eligibility changes and updates for TRICARE, Active Duty and dependents, Veterans and ChampVA patients. Serves as a key speaker to inform patients of eligibility requirements and assist them with registration and eligibility concerns. On a regular basis, summarizes the most frequent problems involving the contacts with and the processing of Veterans who are seen in the Registration section and submits this summary in writing, along with recommendations for workable solutions to the supervisor. Follows-up with employees requiring assistance with training, adjusting to the speed of each employee. Reviews completed work for accuracy, uniformity and adherence to VA policy. Amends or rejects work that does not meet the established policies, reviews procedures and guidance with employee, and reinforces proper policy and procedure. Independently seeks out more information when procedure is not covered by standard hospital policy in order to properly train and guide employees and establish a procedure. Maintains contact with medical staff and clerical staff in various areas and wards to resolve delays and misunderstandings in the medical administration aspects of providing medical care. Intervenes and resolves disputes between Veterans and administrative support employees in the immediate area as needed. The incumbent is responsible for ensuring Registration staff are fully trained in Joint Registration, GUI, AHLTA, CHCS, VistA and CPRS ensuring all electronic health records are correlated. Functions as the initial contact for customers at the point of entry for the Registration section providing the following services: Coordinating and processing all necessary administrative documentation required for the application of services. Functioning as an intermediary between program staff and family members. Making patients aware of medical center processes, policies, and procedures and assisting beneficiaries and family members in understanding them. Taking patient photographs and processing Veterans Health Identification Card (VHIC) requests. Scanning Veteran's insurance cards into the Insurance Capture Buffer (ICB) and ensuring that complete third-party insurance information is obtained. Oversees determination of applicant's eligibility, obtaining income information when appropriate. Work Schedule: Monday-Thursday, 7:30 am to 4:00 pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: Lead Medical Support Assistant/PD000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/17/2023 Basic Requirements: United States Citizenship: Experience: One year of experience equivalent to the GS-6 grade level. Certification: None Required. English Language Proficiency: Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3J. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. GRADE REQUIREMENTS: GS-7 Lead Medical Support Assistant In addition of meeting the basic requirements the candidate must meet the following requirements: SPECIALIZED EXPERIENCE: Specialized Experience to qualify at the GS-7: One year of experience equivalent to the next lower grade level. To be creditable, this experience must demonstrate the knowledge, skills, and abilities associated with GS-6 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 Demonstrated Knowledge, Skills and Abilities. Candidates must demonstrate the KSAs below: 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 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 and understanding of the impact of incomplete work across multiple clinics. References: VA Handbook 5005/117 Part II Appendix G45 II-G45-10, Lead Medical Support Assistant Qualifications Standard. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-07. Physical Requirements: The work is primarily sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking, standing, bending; carrying of light items such as papers, books, small parts; or driving an automobile, etc. No special physical demands are required to perform the work.

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 Captain James A Lovell Federal Health Care Center 3001 Green Bay Road North Chicago, IL 60064 US
• Name: Amy Hemstreet
• Phone: 612-814-1745
• Email: [email protected]