The Lead Medical Support Assistant (MSA) position serves as the Lead Clerk for all MSAs within the VHA Patient Aligned Care Team (PACT) initiative at the Richmond VAMC Community Based Outpatient Clinics (CBOCs). Patient care is delivered in a team-based model known as the teamlet. Members include the MSA, a Registered Nurse Care Manager, a Licensed Practical Nurse and a primary care provider and provides most of the healthcare needs for an assigned panel of patients.

Duties

Monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs all related duties; customer service and other duties assigned for the proper and timely treatment of patients and assures appointment schedules are maintained by MSA staff for one or more outpatient clinics. Supports patient safety standards using the correct Veterans Affairs identification of all patients by use of two forms of identification (full name and full social security number). Assures the MSA staff explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. Ensures that the tone and perception concerning quality of healthcare services at the VA is managed well through excellent customer service from front line staff to patients and other staff members. Screens/receives telephone calls in a courteous and timely manner, determines the nature of requests and provides the information desired using privacy rules and established clinic processes. 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 PCS Appraised Value Offer (AVO): 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. 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. 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 Education. One year above high school; OR Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Do you possess the basic requirements for this position? Grade Determinations: Lead Medical Support Assistant, GS-7 (a) Experience. One year of experience equivalent to the GS-6 grade level. Examples of qualifying experience include: Providing specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies. Assist with communications during the inpatient to outpatient discharge Communicate with non-VA medical facilities Prepare correspondence to notify patients of normal lab results Manage a system for follow-up care such as consults, tests, etc. (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. (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] 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 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. References: VA HANDBOOK 5005/117, PART II, APPENDIX G45 Physical Requirements: There are no specific physical requirements. Selectee will need to have a current TB test completed.

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 Central Virginia VA Health Care System 1201 Broad Rock Boulevard Richmond, VA 23249 US
• Name: Martina Henderson
• Phone: 8045046811
• Email: [email protected]