The incumbent serves as the Lead Medical Support Assistant and Training Specialist for the Patient Administration Service Office of Community Care at the Central Texas Veterans Health Care System. The primary responsibility is to development and implement ongoing training programs for CTVHCS employees within PAS/Office of Community Care and medical support assistants throughout the facility.

Duties

Major duties include, but are not limited to: Develops training programs and standard work for community care activities to ensure that quality provisions are planned, developed, and implemented to identify, prevent, and correct unsatisfactory conditions and elements which influence regulatory requirements. Facilitates development and maintenance of standard operating procedures. Develops and updates courses (including web-based) policies, guidelines, instructional methods, materials, etc., and provides instructions regarding on-line training methods. Uses a variety of medium to conduct training courses to include, but no limited to, Teams, Adobe Connect, and TMS. Incumbent also prepares operating level policies, standard operating procedures, reports on staff development issues and associated feedback from audits. Develops the Service training plan each fiscal year and the monthly training calendar of the days, times, and location of training programs for the service. Incumbent completes quality assurance studies of programs as required. Develop and run reports to evaluate training effectiveness and disseminates outcome measures. Investigates and analyzes adverse quality trends or conditions and initiates corrective action. Consults with other technical experts at the Office of Integrated Veteran Care, VISN and other facility Office of Community Care to examine and analyze unusual or problem situations indicated by changes in program. Assesses training program quality and effectiveness for continuous improvement. Serves as the service coordinator for tracking of all employee education and training hours related to Mission Act enhancements utilizing established computer system software, Talent Management System (TMS), and will use this to prepare reports on the status of training hours and mandatory courses to support management. Performs in-depth research, analyzes operating contingencies and special situations. Assist technical managers and staff in developing process solutions, and mechanisms to relate these concepts to front-end users and staff. Works with the PAS Leadership to develop data capture and electronic reporting procedures to track progress of quality program management initiatives. Analyzes segments of business process or transaction, and identifies indicators, progress measures, objectives, and emphasis areas for action for improvement. Assists in identifying personnel needs based on workflows and provides data for ongoing resource requests. Responsible for tasks assigned by the AO. Administrative responsibilities include monitoring of service specific measures, quality, and quantity of documentation with the computerized medical record (CPRS), and the accuracy of medical documents attached within CPRS. Identifies areas of inefficiency and uses lean six sigma and systems redesign principles to measure, analyze, incorporate changes to sustain success or reports and provides data to support additional training, staff, or resources required. Establishes and updates productivity metrics and reports to supplement the Service's telework program. Assists in the direction program implementation and quality productivity programs for the service. Participates in the coordination of surveys and reviews to ensure that timely patient care is being provided in the community and that Medical Center resources are being appropriately and fully utilized, as requested by leadership. Conducts special studies and works on special projects, specifically with the implementation of new programs and software. Assists in the development, interpretation, application, and integration of objective criteria and acceptable standards for use in monitoring activities. Identifies problems and/or opportunities to improve care through such avenues as informal meetings, Medical Center committee meetings, statistical data, occurrence screens, incident reporting, procedure case review, etc. Training consists of development and presentation of both formal lectures and on-the-job sessions to those employees who will be entering, changing, and extracting data. Aids management in the workflow design studies, associated training programs, and organizational strategies for identifying opportunities to improve customer service and process quality. Supplements audits of processes to ensure compliance with Mission Act changes, reports findings to managers, and prepares training that address deficient practices and supports management. Work Schedule: Monday-Friday; 7:30am - 4:00pm OR 8:00am - 4:30pm 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: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Language Proficiency: Proficient in spoken and written English Experience: Six month of experience of clerical, office or other 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 Combination Experience/Education. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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-0679-07 (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: 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: Ability to work independently to accomplish a wide variety of duties, including setting priorities, coordinating tasks, and organizing workflow. Ability to communicate tactfully and effectively, both orally and in writing, to meet program objectives. This may include managing training material/curriculum for new and existing employees, preparing reports in various formats and presenting data to various organizational levels. Ability to gather and trend data to determine efficiency of internal processes. Ability to operate computerized programs and databases to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports. Excel most importantly. Independently utilizes reference sources, decision making and team work to collaborate and resolve problems within a complex systems environment. Ability to identify customer's concerns, perform the tasks required to resolve the issue accurately and timely, and follow-up as necessary to ensure a satisfactory resolution. Informal and/or formal lead or supervisorial experience. References: VA Handbook 5005/117 Part II Appendix G45. Medical Support Assistant Qualification Standard GS-0679 Veterans Health Administration August 1, 2019. The full performance level of this vacancy is GS-07. The actual grade at which an applicant may be selected for this vacancy is GS-07. 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 VA Central Texas Health Care System 1901 Veterans Memorial Drive Temple, TX 76504 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]