Serves as the Lead Medical Support Assistant (MSA) for the Ward Administration of Nursing Service at the VA San Diego Healthcare System. The Lead MSA is responsible for monitoring and coordinating the daily activities of the MSAs assigned to the inpatient wards and outpatient areas. Assignments include but are not limited to: assuring coverage and workload balance of all areas of responsibility, clinic management and quality reviews, providing on-the-job training for new and current employees.

Duties

Major duties include, but are not limited to: Schedules appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring action required encounters are printed to providers twice daily in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage. Serve as the alternate Lead MSA in the Psychiatry Inpatient Program and is the Psychiatric Liaison for the Medical Center who educates, guides, and advises services relative to the Lanterman Petris-Short (LPS) Act. Initiates the processing of holds, treatments, administrative hearings, and court appearances. Responsible for the Quality Assurance of all documents initiated for those patients placed in mental health involuntary detention, under the LPS Act Welfare & Institutions Code Sections 5350 et esq., California Mental Health Laws. Serves as the communication coordinator for the team. Assures that all visitors and telephone calls are referred in a prompt and courteous manner. Ascertains the nature of the call or the business of the visitor and determines the appropriate action. Incumbent will assist with requests for information from patients and/or staff members but when the situation cannot be resolved, refers individual to the appropriate person or service. Relays messages to team members when appropriate. Responsible to admit and discharge patients. Acts in the capacity of liaison between patients, team members as well as specialty and ancillary services. Provides information and technical support on availability of services, points of contact and necessary authorizations and approvals. Receiving, reviewing, and coordinating new consults and referrals of Veterans to other specialty services. Scheduling Veterans for future appointments in accordance with clinic profiles and input from Veterans. To include combining appointments when possible and scheduling appointments prior to leaving the clinical setting. The incumbent will submit the consult to the appropriate care provider for evaluation. Maintaining the consult tracking package which is not limited to; changing the consult status each time the consult is processed, such status would include received, pending, and scheduled. The Veteran is included on the electronic waitlist when the clinic does not have availability and if consults are not processed within 7 days. The electronic waiting list is monitored daily for timely scheduling. Actively listens to all customer/Veteran feedback, positive and negative, acts to resolve complaints within their control, and reports feedback to management (or team leader) in a timely manner. Obtains all key information needed and initiates administrative processing of physician orders in a timely manner. All key information must be acquired before referring the treatment orders to the nursing staff. Accurately enters orders, pertaining to scheduled appointments in the electronic data capture system. Obtains clinical information such as laboratory, radiology, and other reports from electronic data capture systems as needed for the coordination of care of patient per provider's request. Knowledge of all activities and operations at VASDHS and is able to direct patients to appropriate areas and services. Performs as a primary timekeeper. Other duties as assigned. Work Schedule: 0730-1600 Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 000000 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. 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. Certification. None required. Grandfathering Provision: 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). 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. Physical Requirements: This position requires visual acuity, keen hearing, clear distinctive speech, and manual dexterity. This position requires potentially long periods of continued walking, standing, stooping, sitting, bending, pulling, and pushing. The incumbent may be exposed to infected patients and contaminated materials and may be required to don protective clothing in isolation situations. The incumbent may occasionally be exposed to patients who are combative secondary to delirium, dementia, or psychiatric disorders. The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations, able to shift priorities based on patient needs. Must complete annual Occupational Health requirements, such as annual TB screening or testing, as a condition of employment. If the incumbent is a purchase card holder, performs the duties of a government-wide Purchase Care Program Cardholder in support of the incumbent's service/department/service line. The cardholder is required to complete all required training courses as directed by the agency/organization program coordinator. Responsible for the proper use of the purchase card, being knowledgeable and complying with assigned spending regulations. Complies with all federal, VA, and local purchase card program regulations. Verifies funds availability prior to making purchases and ensures receipt of goods ordered. Safeguards the purchase card at all times. Complies with all purchase card program audits. 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. Grade Determinations: GS-7 Lead Medical Support Assistant. Specialized Experience: In addition to the basic requirements, to qualify for the GS-7 grade level requires a minimum of one (1) year experience at the next lower grade level (GS-6). Equivalent experience includes: Assigning daily workload assessments and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. Assisting 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. 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; acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. In addition, you must have experience which demonstrates the following knowledge, skills and abilities: 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: Knowledge of Inpatient processes (i.e. ADT movements) Knowledge of Timekeeping Customer Service Skills Organizational Skills Time Management Skills Demonstrated Leadership Skills References: VA Handbook 5005/117, Part II Appendix G45, Medical Support Assistant The full performance level of this vacancy is GS-07.

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 San Diego VA Medical Center 3350 La Jolla Village Drive San Diego, CA 92161 US
• Name: Nancy Parks
• Phone: 361-236-5004
• Email: [email protected]