OUR MISSION: To fulfill President Lincoln's promise "To care for those who have served in our nation's military and for their families, caregivers, and survivors" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate whole health care to Veterans?

Duties

This position serves as a Lead Medical Support assistant in the Medicine Division Clinics at the Milwaukee VAMC. The Lead Medical Support Assistant (MSA) serves as a source of referral for professional staff including medical residents, lower graded MSA personnel and patients when there are problems in obtaining or providing requested services. Provides advisory and technical assistance to veterans and staff in attempting to answer questions, provides requested information and resolves a wide range of problems including atypical and complex situations. The Lead MSA determines the nature of the veteran's needs, questions, or complaints by carefully listening to requests and attempts to place patients at ease. Duties for Lead Medical Support Assistant include: - Checking patients into the VISTA system. - Printing routing sheets.- Scheduling, cancelling, rescheduling patients appointments and/or consults. - Entering no-show information. - Monitoring the electronic wait and Veterans Choice lists. - Preparing for clinic visits. - Identifying needed means tests. - Monitoring outpatient appointments for areas of responsibility. - Printing incomplete encounter reports to ensure encounter forms are completed in order to obtain appropriate workload credit. - Verifying and updating demographic and insurance information. - Performs in-person authentication for My Healthe Vet. - Monitors and makes work assignments. - Assuring coverage of all areas of responsibility. - Provides input on performance. - Resolves daily workplace issues and maintains efficient workflow. - Conducting ongoing reviews to ensure quality of work. - Ensuring accurate and timely scheduling of appointments. - Providing guidance to staff members to include changes in policies and procedures. - Distributing and balancing workload. - Orienting and providing on-the-job training for new and current employees. - Ensuring all training requirements are met. - Organizing the work structure of his/her assigned areas. - Additional duties as assigned. Work Schedule: Monday-Friday, normal business hours Compressed/Flexible:Not Available 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

To qualify for this position, applicants must meet all requirements on the closing date of this announcement, 10/20/2023 BASIC REQUIREMENTS CITIZENSHIP: Must be a United States Citizen. ENGLISH: Must be proficient in basic written and spoken English. 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: Providing specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves 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. Recommending 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. Coordinating with the patient care team to review clinic appointment availability utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and making adjustments as necessary. Maintaining effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities. Preparing correspondence to notify patients of normal lab results. Managing a system for follow-up care such as consults, tests, etc.). Processing incoming patient secure messaging through MyHealthyVet and coordinating with care team as appropriate. Participating in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team. Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. Identifying incomplete encounters and communicates findings to providers. Assisting the team to reinforce the plan of care and self-help solutions. Entering appropriate information into the electronic record. Monitoring pre-appointment information and/or requirements to assure readiness for patient visit/procedure. Managing patient systems to verify and validate accuracy and resolve issues. Evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment. Informing team members about shared patients. AND KNOWLEDGE, SKILLS, AND ABILITIES: You also must demonstrate the following KSAs: KSA - 1. 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. KSA - 2. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. KSA - 3. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. KSA - 4. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff]. KSA - 5. Ability to provide staff development and training. KSA - 6. 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. 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. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.

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 Clement J Zablocki Veterans Administration Medical Center 5000 West National Avenue Milwaukee, WI 53295 US
• Name: Lesley Hynes
• Phone: 414-712-8259
• Email: [email protected]