As part of the Medical Administration Service, the Lead Medical Support Assistant (MSA) provides expertise, guidance, and direction and has responsibilities relative to providing supervision, administrative support, coordination, and technical assistance in patient Enrollment, Eligibility Verification, and Means Test. Leads Health Benefits Counselors of the Eligibility Unit.

Duties

A. Leads the Health Benefits Counselors of the Eligibility Unit. The LEAD MSA must be able to perform the duties of each of these employees. Employees under the lead's responsibility are GS 6 level. Lead is responsible to the Supervisor Ambulatory Care for ensuring that work assignments of other employees in the Units are carried out by performing a range of duties. B. Incumbent will be cross-trained in other positions within the section. Incumbent will carry out additional adhoc duties as assigned by the Supervisor and/or Chief, Eligibility and Processing. Serves as timekeeper and maintains attendance records. C. Distribute and balance workload among employees in accordance with established workflow and rotation schedule. Ensure timely accomplishment of the assigned workload and assure that each employee has sufficient tasks for their shift tour. D. Continuously monitor 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. E. Give training to new employees in accordance with established procedures and practices. F. Assists employees and trainees in obtaining documentation through various resources to include Veterans Enrollment System (VES), (VHIC) and Defense Records Information Retrieval System (DPRIS) G. Have a thorough working knowledge of TRICARE and CHAMP VA to provide assistance to the veteran, and employees, to include explaining medical benefits as it relates to the VA Hospital. This includes the training of employees in the proper procedures for TRI CARE recipients to obtain medical attention. H. Incumbent must have previously completed the Health Eligibility Center National Enrollment Standardization Training (NEST) and have thorough and complete knowledge of the Means Testing Unit and can explain the Income Verification Match (IVM) and how it affects the veteran. K. Instruct employees on changes in work procedures. Provide written instructions/documentation of changes. L. Maintain current informational knowledge base and answer questions of other employees on procedures, policies, directives, etc. and obtain needed information or decisions from supervisor on problems that arise. M. Check on work in progress, review completed work of newly trained employees to ensure correct procedures have been accomplished. N. Refer to supervisor, questions or matters not covered by standards and problems that make it difficult for employees to meet performance standards and competencies. Provide suggestions/feedback to supervisor concerning reassignment, training needs, recognition of outstanding performance and other personnel needs. Q. The incumbent is aware possible safety issues that-could contribute to injuries or impede the continuation of processes or procedures necessary to ensure the Medical Center's functions are not interrupted. Appropriate action will be initiated and the Supervisor informed. R. The incumbent assists the Supervisor as an administrative advisor to clinical and administrative staff. Competent interpretations of VA Regulations, Directives and the CFR are a major responsibility in assisting the clinical and Eligibility staff in addition to creative problem solving. The incumbent is responsible for resolving internal procedures requested by the staff members as the incumbent is regarded as primary liaison between administrative and clinical staff in the Eligibility Unit. The incumbent is responsible to the Supervisor for assuring compliance with all procedural policies and directives related to assignments in this section. Is accountable for operations of functions within the units and subsequent changes thereof. S. As assigned by the Supervisor and within the pre-assigned time frame, the incumbent assists and provides responses to congressional inquiries, White House Hotline complaints, PATS/R comments and investigating the impact of new directives, guidelines and Medical Center Memorandums and suggesting processes that need to be implemented or changed to assure compliance with policy changes. Reviews and evaluates new VistA computer programs and advises supervisor of changes. T. Incumbent is responsible for ensuring accurate collection of statistics from the unit for workload reports. The incumbent is also responsible for monitoring the PCE error listing and ensuring corrections are made to process the workload prior to the established closeout dates. Transmitted data has a direct impact on reimbursement to this Medical Center. U. He/she is responsible for assisting in Outreach Events for Enrollment and Eligibility. Work Schedule: Monday - Friday 8:00 - 4:30 PM Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 00000 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: 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 the 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. United States Citizenship Physical Requirements: Must have the mental, emotional and physical ability to satisfactorily perform the duties of the proposed assignment and pass the requisite laboratory and other screening as required by Federal regulatory agencies and meet the physical demands as described below. English Language Proficiency: Must be proficient in spoken and written English. 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: 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: 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: Enrollment and eligibility training, experience and practical application, Ability to utilize numerous advanced health benefits systems.

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 Martinsburg VA Medical Center 510 Butler Avenue Martinsburg, WV 25405 US
• Name: Kendra Ochal
• Phone: (410) 605-7000
• Email: [email protected]