This position is located at the Clement J. Zablocki VA Medical Center, Milwaukee, Wisconsin, in the Rehab Services Division. Medical Support Assistant Service Lead is responsible for day-to-day operations of Rehab Services Division MSA staff including assigning duties, monitoring workload, training staff, and assisting/completing daily MSA duties as needed. Lead MSA also responsible for administrative duties as assigned by Rehab Division management.

Duties

The Lead Medical Support Assistant (MSA) is responsible for the administration and coordination of Rehab Division's MSA staff including training and orientation for all MSA staff; maintenance of clinic profiles; acting as the backup ADPAC; backing up the primary timekeeper; serving as the liaison between support staff and Rehabilitation Services Program Manager; providing feedback to program management on MSA annual performance elements. Continually monitors patient flow, identifies existing and potential problems with areas or delays in processing a veteran's rehabilitation care. Initiates action with the clinical staff to expedite the case and ensures the smooth flow of patient care from reception through disposition. Responsible for ensuring established timelines and mandates of scheduling directives for MSA staff. Provides training in scheduling and additional support staff duties to new MSA employees. Represents Rehab Division in Group Practice Manager schedulers meetings. Responsible for learning, disseminating, and training MSA staff in new or updated scheduling directives, policies, standard operating procedures (SOP), and initiatives. The incumbent will interface with personal computer (PC) applications to include, but not limited to: CPRS, VISTA, Microsoft Office programs, Microsoft Outlook, etc. Duties for Lead Medical Support Assistant include: - Performs record keeping, receptionist, and program assistant duties relating to clinical care being provided in the Rehabilitation Services Program. - Coordinates support staff workload related to clinic scheduling and appointment check-out to ensure that scheduling timeframes are met. - Maintains appointment schedules as needed for Rehabilitation Services Program staff and arranges for meetings, assembles pertinent material for Rehab Services Program staff. - Identifies and recommends ways of eliminating, combining, and simplifying, or improving procedures and processes. - Attempts to resolve complaints of a local administrative nature and refers other complains to appropriate authorities. - Provides skilled administrative coverage to all clinic areas when asked by supervisor during staff shortages. - Verifying and updating demographic and insurance information. - Schedules and coordinates appointment, and changes scheduled appointments, utilizing the Health Information Systems and Technology Architecture (VISTA), VS GUI, and the use of the Computerized Patient Record System (CPRS). - Reviews department MSA's work for accuracy and observes customer service interactions. - Monitors distribution of workload for department MSAs and completes scheduling audits as directed. Work Schedule: Monday-Friday 7:30am -4:00pm Central Standard Time Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: Lead Medical Support Assistant / 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Basic Requirements: The following are the basic requirements and amounts of experience and/or education required to qualify for this position. Creditable experience is defined as, experience that demonstrates the knowledge, skills, and abilities (KSA's) associated with current Medical Support Assistant responsibilities. Experience satisfying this requirement may be paid/non-paid employment as a Medical Support Assistant. United States Citizenship: Must be a United States Citizen. English Language Proficiency: English Language Proficiency. MSAs must be proficient in spoken and written English. Experience - Six months experience of clerical, office, customer service, 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. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university (Transcripts Required) OR Combination - Equivalent combinations of experience and education are qualifying for this position. (Transcripts Required) In addition to meeting the basic requirements stated above, the following qualifications criteria must be met in order to qualify at the GS-7 grade level for this Lead MSA position. Specialized Experience: One (1) year of experience that is directly related to the duties of a Medical Support Assistant and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. This experience must be equivalent to the next lower grade level (GS-6) and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes, but is not limited to: expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model; collaborate and communicate with a wide range of medical clinicians across multiple disciplines; sets priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies, and regulations; communicates tactfully and effectively by phone, in person and in writing; advanced knowledge of the technical health care process including scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals as it relates to access to care; advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care to include appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.; an advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. In addition, candidates, must demonstrate the following Knowledge, Skills, and Abilities: KSA 1: 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. KSA 2: Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. KSA 3: Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. KSA 4: Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. KSA 5: Ability to provide staff development and training. KSA 6: Ability to manage staffing requirements, manage workflow priorities, ad 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. References: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Qualification Standards, dated 8/1/2019. Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. Work Environment: The work environment involves everyday risks or discomforts, which require normal safety precautions. The work requires safe work practices with office equipment, avoidance of trips and falls and observance of fire regulations. The work area is adequately lighted, heated and ventilated. The employee works in a close proximity to patients, and is therefore, exposed to communicable diseases. Some exposure to verbal abuse may be experienced in certain position. Note: Evidence of experience, must be supported by detailed documentation of duties performed in positions held. Please provide such documentation on your application or resume. Also, please provide work experience information such as hours per week and starting/ending dates of employment (month and year format) to establish one (1) full year of experience. The requirement for this proof is specified in the "How to Apply" section of this announcement. To be credible, experience must be documented in the application and verifiable through employment references and/or other means. *Your resume must support your answers in the occupational questionnaire.

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 Clement J Zablocki Veterans Administration Medical Center 5000 West National Avenue Milwaukee, WI 53295 US
• Name: Lisa Vowell
• Phone: (980)234-4010
• Email: [email protected]