The Lead Medical Support Assistant located in the Medical Administration Service, VA North Texas Health Care System (VANTHCS) is responsible for leading and performing a variety of administrative and clerical duties associated with determining eligibility, receiving, admitting and discharging patients in support of veterans' treatment in outpatient clinics and inpatient care units at these facilities.

Duties

Duties Include but not limited to: Provide comprehensive, detailed, on-the-job training to all staff in the clinics and administrative sections of MAS. Provide evaluation information of personnel and work areas to establish adequate coverage. Acts as contact person between the MAS Supervisors and Clinical and/or Administrative Staff of the facility. Responsible for coordination of administrative functions associated with the care and treatment of patients in the inpatient and outpatient clinic areas, eligibility, travel, call center, and compensation and pension sections. Responsible for interpreting and verifying provider orders. Daily review of Kiosk, VetLink, Veteran Scheduling Enhancement (VSE) and/or Veterans Health Information and Technology Architecture (Vista) software packages. Coordinates activities within the area to include consult referrals to other services, lab, x-ray, other special studies, prints and provides unverified (A/D/T) orders or open request, and monitors completion of orders, verifies patient demographic information to include address, telephone number and next of kin (NOK) information. Scheduling, rescheduling, no-shows, review Encounter report for completions/corrections, monitor of electronic wait list, consult scheduling, cancellation and resolution. Informs patients about My HealtheVet in-Person Authentication and direct patients to areas associated with the program to be registered. Resolves informal complaints and responds to request for non-technical information. Ensure encounters are properly addressed and closed within their scope. Reviews VSE open request, appointments or consults, for closure. Completes clinic closeout- no actions taken and incomplete check-ins. Request, retrieve and scan insurance card and updates patient personal and insurance information as necessary. Performs pre-registration via telephone during pre-appointment and pre-registration calls. Prepares and provides patient with travel voucher. Monitors, maintains and schedules appointments from clinical consults request. Monitors, prints, mails and distributes the delinquent Recall patient appointment lists and monitors the completion and decrease of recall workload to reflect the scheduling of patient appointments. Provides clinical workload reports, Clinic Utilization and Clinic Availability reports to the clinical staff. Provides short notice reports, reviews and updates as it relates to VA patient care, performance reviews and customer service. Perform AudioCare review and completion, continued verification of the correct demographic information in the system. Provides front-line assistance to customers with questions or concerns. Identifies Customers' concerns, resolves issues accurately and timely, and facilitates any necessary follow-up. Utilizes computerized programs and databases. Work Schedule: 3:30pm- Midnight; Off days- Thursday and Friday 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

Basic Requirements: Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). 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 this 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. 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: Lead Medical Support Assistant, GS-07 Experience. One year of experience equivalent to the GS-6 grade level. Specialized Experience includes: monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow; assuring coverage of all areas of responsibility; 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; creating and maintaining employee work schedules; 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; and acting as a liaison between MSA and staff to resolve day to day conflicts. 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. 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: 1 year experience schediling appointments 1 year experience with Vista patient movements 1 year experience with the inpatient provider on-call system Ability to multi-task Excellent customer service References: VA Handbook 5005/117, Part II, Appendix G45. Medical Support Assistant Qualification Standard GS-0679; August 1, 2019. The full performance level of this vacancy is GS-7. Physical Requirements:The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

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.

NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.

Contacts

• Address Dallas VA Medical Center 4500 South Lancaster Road Dallas, TX 75216 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]