The Lead Medical Support Assistant (MSA) is responsible for the oversight and instruction of Advanced MSAs in coordination and support of the Supervisory MSAs, ensure that support is provided across multiple ancillary and interprofessional clinics, services, and sections. The Lead MSA plays an integral role in overseeing and achieving first-contact resolution via Veteran-centered delivery of care, provide administrative referrals, collaborates and routes clinical inquires to appropriate staff.

Duties

The Dayton VA Medical Center is recruiting for a GS-07 Lead Medical Support Assistant. Assignments at this level include but are not limited to: Evaluating the work of subordinate staff; assigning tasks based on priorities, resolving complex problems to ensure patient services are met; evaluating new products, equipment and systems to make recommendations for improved operations; identifying educational or training needs; providing training, timekeeping duties; managing clinic closures (blocking/cancellations). Evaluating performance and offering feedback to the supervisory MSAs when necessary. Works collaboratively with the supervisory MSAs and the Dayton VA Medical Center programs, services, and interprofessional coordinated care team members to facilitate access to care through focused efforts on meeting the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video. Responsible for answering telephones, secure messages, greeting patients, relaying messages to appropriate staff inside or outside of the Dayton VA Medical Center, scheduling appointments, interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines. The incumbent will oversee the role of the Administrative Team Member in accordance with enterprise-wide Referral Coordination Initiative (RCI). Responsible for extracting and analyzing data to provide reports to MSAs, supervisory MSAs, and CPM leadership in support of tracking measures (i.e., phone metrics, ICB exceptions, VAOS requests, consults, open encounters, third next available, recalls, RTCs, etc.) and completion of unscheduled work (RTCs, recalls, consults, etc.). Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to appropriate team members within the Dayton VA Medical Center or directs the contact to the appropriate discipline or department within the Dayton VA Medical Center for resolution. Addresses all staff and Veteran complaints through contact with the Veteran or staff member (i.e., PATS, VSignals). Uses advanced knowledge of the Referral Coordination Initiative (RCI) and VHA national scheduling guidelines as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness. Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit. Expertise in utilizing numerous VHA software applications including, but not limited to, CPRS, Vista, VSE GUI, VAOS Scheduling Manager, VEText, ICB buffer, Vet Link, Kiosk, Consult Tracking Manager, and Virtual Care Manager in support of multiple clinics involved in an interprofessional coordinated care delivery model. Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software. Performs timekeeping duties; prepares, maintains and assures timely submission of attendance reports for each employee whose record has been assigned to their jurisdiction in accordance with MP-6, Part V. The primary timekeeper will assure their alternate is fully and completely informed as to the location of the time and attendance reports, subsidiary records, manuals and written instructions that shall be accessible at all times. Duties of a timekeeper include maintaining time sheets and accurately inputting time and attendance data into the computer. Verifies attendance, hours worked and pay adjustments while tracking overtime hours and compensatory time. Provides accurate details of organizational information to Veterans regarding the different services the VA offers. Provides high-quality customer service to Veterans and their families/caregivers. Communicates tactfully and effectively to customers. Performs duties as assigned to ensure efficient and effective operations. Work Schedule: Monday - Friday, 7:30 am - 4:00 pm or 8:00 am - 4:30 pm, subject to change based on the needs of the facility. Telework: Not Available. Virtual: This is not a virtual position. Functional Statement #: 916030 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. Experience and Education: (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. 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: One year of experience equivalent to the [GS-6] grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: Ability to provide oversight and instruction to at least one Advanced Medical Support Assistant (AMSA) or equivalent administrative patient support staff in a patient support setting which includes assignment of work based on objectives, priorities, and deadlines. Ability to collaborate, communicate and demonstrate customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations. Ability to provide briefings, orientations, staff development, and training in a patient support setting. Advanced knowledge of Referral Coordination Initiative (RCI) and VHA national scheduling guidelines 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 administrative functions to include, but not limited to appointment scheduling, clinic referrals, return to clinic care, overbooking, provider availability, etc. Ability to utilize numerous VHA software applications including, but not limited to: CPRS, Vista, VSE GUI, VAOS Scheduling Manager, VEText, ICB buffer, Vet Link, Kiosk, Consult Tracking Manager, and Virtual Care Manager in support of multiple clinics involved in an interprofessional coordinated care delivery model. Advanced knowledge of managing or leading patient support staff in the Dayton VA Medical Center. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment. References: VA Handbook 5005, Part II, Appendix G45, Medical Support Assistant Qualification Standard Physical Requirements: Position requires visual acuity, adequate auditory perception, clear distinctive speech, and manual dexterity. Position requires extended periods of sitting. The position may require some bending and carrying of items. The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations and able to shift priorities based on patient needs. Must meet Employee Health mandates as a condition of employment.

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 Dayton VA Medical Center 4100 West Third Street Dayton, OH 45428 US
• Name: Kim Willingham
• Phone: 682-364-0586
• Email: [email protected]