The Community Care Lead Medical Support Assistant monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow within their assigned Community Care team. The Lead MSA performs clerical and administrative support in the coordination of care and treatment provided to Veterans through the VA Community Care (VACC) referral process at the Minneapolis VA Health Care System, which includes Community-Based Outpatient Clinics.

Duties

Major Duties: Responsible for the coordination of AMSA and MSA assignments and workflow within their assigned VACC team. Responsible for daily workload assessments, assuring proper staffing coverage, maintaining efficient work flow; reviewing training records; and determining training needs of the scheduling staff within their assigned team. Assists the scheduling staff with complex and non-standard consults across all specialties and identifies the need for staff resources. 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 administrative staff, patients and other interdisciplinary staff to resolve day-to-day conflicts. Responsible for the coordination of work flow and other administrative support functions associated with the day-to-day department operations. Ensures work load coverage, which may include covering the AMSA and MSA roles as needed if gaps in staffing/coverage are identified. The incumbent identifies this need independently without supervisor direction Work Schedule: Monday - Friday Administrative Days Telework: Available Virtual: This is not a virtual position. Functional Statement #: 000000 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. Experience and Education. 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. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. 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). Grade Determinations: GRADE REQUIREMENTS FOR GS-7 In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below. 1. Experience One year of experience equivalent to the GS-6 grade level, Examples of experience may include: Collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met Independently set priorities and organize work to meet deadlines, ensuring compliance with established procedures, policies and regulations; Communicate tactfully and effectively, electronically, by phone, and in writing, with internal and external customers This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns Possess advanced knowledge of the technical health care process (including, but not limited to, 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. Possess advanced knowledge of polices and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability etc. Possess advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. AND 2. 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. Preferred Experience: Care in the Community Scheduling Experience References: VA Handbook 5005/117, Part II, Appendix G45 The full performance level of this vacancy is GS7. Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

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 Minneapolis VA Medical Center One Veterans Drive Minneapolis, MN 55417 US
• Name: Karin Wehmeyer
• Phone: 3193380581
• Email: [email protected]