The Lead Medical Support Assistant and Automated Data Processing Applications Coordinator is located within the Mental Health Service at Charles George VAMC. MHS programs consist of general mental health, inpatient acute psychiatry, and specialty clinics for substance use disorders, intensive care management, residential rehabilitation, psychosocial day programs, trauma and seriously mentally ill recovery, suicide prevention, primary care- mental health integration, and other outpatient clinics.

Duties

Incumbent serves as the front-line Lead for MSA staff in the mental health outpatient clinics to provide lead administrative support for mental health programs and assist in the clinic operations of MHS that effect clinical functions by assuring timely delivery of health care to Veterans. He/she will perform a variety of administrative and clerical duties associated with the leadership of MSA staff assigned to MHS. The Lead MSA provides important interfaces and collaborations between MHS and larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community-based programs. Duties include, but not limited to: The Lead MSA 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 liaison between MSA and clinical and provider staff in order to resolve day to day conflicts. Incumbent works closely with Supervisor MSA to coordinate leave schedules to ensure coverage of assigned areas is maintained and interfaces with other MHS Supervisors to seek additional resources if required and coordinates the use of float teams. Incumbent assists Supervisor MSA in the preparation of performance standards and functional statements, ensuring they are current and accurate. The incumbent attempts to resolve disputes at the lowest level possible. Assigns work to employees in clinics, particularly new duties or major projects, which are undertaken periodically. Develops and issues policy procedural memoranda with written instructions on the handling of non-routine or complex assignments. Reviews work or work reports, feedback from MHS clinic supervisors and clinical nurse managers to assist in determining performance. Conducts random samplings and spot checks to evaluate employee performance. Recognizes training needs based on deficiencies noted. Lead MSA coordinates with other MHS supervisors to administer a standardized quality assurance program. Incumbent participates in meetings with other service lines and departments to coordinate organizational, procedural, and other problems affecting the Medical Center. In concert with other MHS supervisors, the incumbent is responsible for identifying short- and long-term goals for their assigned clinics and making plans for implementation. Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and ensures all related duties customer service and other duties assigned for the proper and timely treatment of patients such as appointment schedules are maintained by MSA staff for one or more outpatient clinics. Incumbent assures appropriate front line MSA contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with Veterans who have multiple health problem and who may be frustrated with the administrative process associated with diagnosis and treatment. Incumbent demonstrates a caring, compassionate and sensitive manner when explaining procedures to Veterans and their family members both in person and on the phone. Interfaces with Patient Advocate and Customer Service Manager to ensure the highest quality of customer service delivery. Uses customer service reports to assess performance of employees and clinics as a whole in meeting patient needs. Incumbent may be asked to participate in the daily team huddles and weekly team meetings where patient care planning and management occur. Incumbent will rotate this assignment to assure all MSA staff attend and understand the process. MSA Lead may serve as an Alternate Timekeeper. Performs other duties as assigned. Work Schedule: Monday-Friday 7:30AM-4:00PM Telework: Ad-hoc; at discretion of Supervisor Virtual: This is not a virtual position. 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. English Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Policy. 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). Experience and Education: 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, One year above high school; OR, An equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Grade Determinations: Minimum Qualifications for Lead Medical Support Assistant, GS-7: Experience: I addition to the basic requirements, you must have one year of experience equivalent to the GS-6 grade level. 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: Working with Veterans with mental health disorders, leadership skill; adaptability/flexibility. References: VA Handbook 5005/117, PART II, APPENDIX G45 Dated August 1, 2019; Medical Support Assistant Qualification Standard GS-0679 The full performance level of this vacancy is GS-7. The actual grade at which an applicant may be selected for this vacancy is GS-7. Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability.

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 Charles George VA Medical Center 1100 Tunnel Road Asheville, NC 28805 US
• Name: Christina Trull
• Phone: 828-318-6521
• Email: [email protected]