The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty Clinic) and performs all related duties; customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by AMSA/MSA staff for one or more outpatient clinics.

Duties

Major duties include but not limited to: Assists staff with a variety of clerical duties in one or more outpatient clinics that provide a variety of medical services. Must have knowledge of clinic procedures and regulations; basic medical terminology, skill in operating computer systems and applications, such as VistA, CPRS, and Microsoft applications to accurately enter or extract information. The Lead AMSA is responsible for entering new patients into the Patient Care Management Module (PCMM) and the following within their assigned team: Ongoing, continuous care of one or more assigned panel(s) of Veterans. Utilizing all available tools, such as registries, to enable effective and efficient identification and intervention of individual patients and cohorts. Ensuring appropriate evaluation and access is provided to patients assigned to the patient panel. Functioning at the full extent of the team member's relevant clinical privileges, credentials, scopes of practice, elements of practice, certification, functional statement, position description, or other VHA or local facility approved documentation of competency. Participating in team performance improvement and sustainment activities to optimize team efficiency and care delivery to patients. Implementing primary care operations management processes, as appropriate. Managing communications and facilitating safe transitions of patients between the interdisciplinary coordinated/PACT's site of care and other health care settings, using informal and formal communication methods, as appropriate. Engaging patients in using health care, encouraging patients to engage personal support persons, receiving input from patients and personal support persons regarding VA care. Using formal and informal communications that are respectful, effective, timely, and bidirectional with all team members (including the patient and personal support persons) to convey significant, clinically relevant information for the care of the patient. Collaborating with informatics technology staff to develop and implement systematized, electronically supported, standardized, tools to support interdisciplinary coordinated/PACT care delivery processes (e.g., pre-visit reminder calls, post-hospitalization follow-up calls, recall scheduling procedures, new patient orientation, disease registries and primary care protocols for chronic disease management). Providing clerical support and administrative functions to interdisciplinary coordinated/PACT staff. Collaborating with interdisciplinary coordinated/PACT staff to incorporate the logistical elements of care coordination into comprehensive care management plans. Providing guidance and direction to patients and personal support persons for navigating the VA health care system and administrative functions in VA. Coordinating care for patients assigned to the interdisciplinary coordinated/PACT. Incumbent is a working Lead MSA who performs all other duties with the staff he/she leads. The Lead MSA provides guidance for the AMSA/MSA in their particular clinic. The lead position is responsible to the Supervisory MSA for ensuring that work assignments of both him/her and MAS employees within the clinic are carried out by performing a range of duties such as: Distribute and balance workload amongst employees including him/her in accordance with established workflows and schedules. Ensure timely accomplishment of the assigned workload and assure that each employee has enough to keep them busy. Keep in touch with the status and progress of work and make day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise such as backlogs which cannot be disposed of promptly. Work should be monitored so that backlogs do not occur. Give on-the-job training to employees in accordance with established policies and practices. Instruct employees on changes in work procedures. Provide written instruction/documentation of change. Maintain current informational knowledge base and answer questions of other employees on procedures, policies, directives, etc. and obtain information or decisions from the supervisor on problems that arise. Check on work in progress, review completed work of employees in the area to ensure correct procedures have been accomplished. Refer to supervisor questions or matters not covered by standards and problems that make it difficult for employees to meet performance standards and competencies. Help resolve simple informal complaints of employees and refer others to supervisor. Work Schedule: Monday thru Friday, 8:00 am - 4:30 pm or 9:00 am - 5:30 pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: Lead Medical Support Assistant/PD00000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Basic Requirements: a. 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.). b. 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. c. Certification. None required. d. 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. e. 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. f. Physical Requirements. See VA Directive and Handbook 5019. g. 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-7 (a) Experience. One year of experience equivalent to the GS-6 grade level. (b) 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. (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. iii. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. iv. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. v. Ability to provide staff development and training. vi. 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: 6 months to 1year or more of creditable experience using VISTA, CPRS, VISTA GUI, and/or other VHA electronic health record. 1 year or more of administrative experience - health care settings preferred. Knowledge of HIPPA, Release of Information and other applicable laws and regulations. Have a high degree of customer service, poise, and diplomacy. Have a caring, compassionate and be observant when interacting with Veterans, family members, and employee or peers. Must be respectful and have knowledge of a High Reliability Organization (HRO) and be able to demonstrate this experience. Work independently in the accomplishment of a wide variety of duties performing patient support work. Experience in medical terminology. Ability to lead people. References: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standard dated 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: If your school has changed names, or is no longer in existence, you must provide this information in your application.

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 VA Central Texas Health Care System 1901 Veterans Memorial Drive Temple, TX 76504 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]