This Lead Medical Support Assistant (LMSA) position is in the Medical Administration Services of the G.V. (Sonny) Montgomery VA Medical Center located in Jackson, MS.

Duties

Current permanent VA employees and Federal employees from other federal agency should apply under CBST-12217276-24-MB The Lead MSA must be trained and proficient in the Call Center MSA position and be able to cover for unexpected and planned vacancies at a moment's notice. The Call Center Lead MSA serves as the coordinator of incoming outpatient telephone calls. The duties of the Lead Medical Support Assistant include but are not limited to: Handles telephone calls to the Medical Center/CBOCs regarding outpatient inquiries, Utilizing administrative systems knowledge in assessing patient. Practices independent decision-making coordinating care needs as well as directs problem resolution as appropriate. Determines the nature of the call and assists with communicating needs regarding appointments or any relevant inquiry regarding medication refills/renewals or referring the call to the appropriate Clinical or administrative personnel. Resolves non-urgent outpatient care needs to designated Call Center Nurses and Pharmacy Staff. Verifies patient information, demographics and insurance information as needed. Manages all aspects of outpatient appointments in accordance with VHA national and local scheduling guidelines and consistently uses established documentation guidelines. Acts as a patient advocate and efforts to resolve patient needs to the best of their ability. Notifies Manager of the Call Center of issues. Provides training to new Medical Support Assistants as designated. Participates in quality assurance activities of the call center program on an ongoing basis and recommends changes to improve the program when indicated. Discusses significant problems with Supervisor and Program Manager, Health Information Call Center Program and keeps them informed of problems that might impact negatively on Telephone Care Anticipates problems and attempts to prevent their recurrence when possible. Renders telephone assistance in directing patients to proper areas and in replying to requests for information received from patients within HIPPA guidelines. Identifies procedural problems and with other team members, brainstorms to implement a change if warranted. Acts as a liaison with various clinical services throughout the Medical Center/CBOCs to' ensure the effective and efficient operation of the Call Center. Evaluates problem areas and coordinating with the appropriate Service to resolve these problems, elevating issues if necessary. Distributes the workload among employees in accordance with established workflow or job specialization, assures timely accomplishment of the assigned workload. Work Schedule: Monday to Friday, 7:30 am. - 4:00 pm. or 8:00 am. - 4:30 pm. Telework: Not available. Virtual: This is not a virtual position. Functional Statement #: 586-00135-F 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. Experience and Education. One of the following must be met: (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. Certification. None required. Physical Requirements: See VA Directive and Handbook 5019. 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. Grade Determinations. To qualify for the GS-07 level, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for the grade. Be specific when describing the job duties that demonstrate you possess the KSAs listed. Resume must include hours per week for work experience credit. Lead Medical Support Assistant, GS-07 (a) Experience. One year of experience equivalent to the GS-06 grade level which includes: Collaborating with medical clinicians across multiple disciplines, scheduling interdisciplinary appointments, and possessing an advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community OR providing staff development and training, delegating responsibilities/assigning workload to other staff members, following up on issues, and reviewing and monitoring data to ensure reports are complete and accurate. (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. (c) Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition, you must demonstrate ALL of the following KSAs in your resume: 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: Advance knowledge of VISTA, HealthShare Referral System (HSRM), Enrollment Standardization Redesign System (ESR), Computerized Patient Record System (CPRS) and Consult Tracking Management System (CTM). .Experience Working with an automatic call distribution phone system, making outbound calls, and accepting incoming calls. At least one year of experience in the ability to present information to all learning styles. Knowledge of the Mission Act laws and Community Care requirements. Critical thinking skills. Minimum typing speed of 45 WPM References: VA Handbook 5005/117 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679. The full performance level of this vacancy is GS-07. Physical Requirements: Sedentary with some walking, bending, and lifting.

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.

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.

Contacts

• Address GV Sonny Montgomery VAMC 1500 East Woodrow Wilson Drive Jackson, MS 39216 US
• Name: Mayte Bartlett-Morris
• Phone: 318-458-0766
• Email: [email protected]