The Organizational Location of the Position is: The Veterans Integrated System Network (VISN) Clinical Resource Hub (CRH) Supervisory Medical Support Assistant (MSA) is a VISN based position located in VISN 17. The CRH Supervisory MSA is under the general supervision of the CRH Supervisory Health Systems Specialist (SHSS), or designee, and provides Mental Health administrative support via telehealth technology to all seven VISN 17 facilities for clinical gap coverage.

Duties

Duties include but are not limited to: Responsible for the consult and scheduling management of the VISN level CRH. Working directly with CRH level leadership to ensure that CRH consult, and scheduling services are high-performing and meet Veteran access principles. In addition, the CRH Supervisory MSA will collaborate with various Veterans Affairs (VA) Medical Centers in the VISN to ensure consult and scheduling practices are in line with current Office of Veterans Access to Care priorities. Responsible to ensure that CRH services are scheduled promptly to the sites of greatest need across a VISN. CRH services include direct clinical support to underserved facilities within the VISN, Telehealth Emergency Management (TEM) sites, non-VA sites of care, and Clinical Contact Centers. Additional requirements of the VISN CRH program include the offering of graduate medical training opportunities when possible. Fill service gaps by increasing access to evidence-based mental health care, and improving the Veteran experience (customerservice), thereby meeting VA Secretary, and the VHA Undersecretary for Health's highest priorities. Provide interprofessional services to facilities that are underserved or experiencing gaps in clinical services due to the inability to match provider supply with demand. Services provided by CRH staff are conducted via multiple modalities, including telehealth and in-person care. Ensure CRH services are completed at the highest standard and in alignment with national CRH standards. Directly supervises multiple GS-7 Lead MSAs and GS-6 Advanced MSAs within the CRH. He/she will coordinate with various CRH, spoke site facility, and other VISN MSAs to ensure that scheduling practices and standards are implemented across the VISN. The individual will ensure that all CRH services are utilized appropriately and follow specific CRH and telehealth, and other pertinent program office policies and procedures. Required to exercise organizational skills, problem-solving ability, and content expertise in the various scheduling programs and best practices. The position requires the ability communicate effectively with field staff and VISN CRH leadership on a variety of administrative priorities related to scheduling, order processing and consult management. The position involves technical work concerned with processing orders from the Medical and Nursing staff, which includes responsibility for interpreting and verifying provider orders in accordance with VHA National Scheduling Directive guidelines. The work requires advanced knowledge of human anatomy, medical terminology, and legal requirements of the medical record.Clear and concise judgement, discretion, customer service, ability to deal with a diverse population, a high degree of tact and negotiating ability are required daily to carry out the functions of the position. The incumbent processes medical release of information requests that pertain to the patient's current hospitalization, following all rules and regulations regarding the Privacy Act, Freedom of Information Act and Health Insurance Portability and Accountability Act. The incumbent answers a multitude of telephone calls and records messages including detailed laboratory reports, x-rays, and basic medical/pharmacy information. Recognizes and refers urgent issues to the professional staff for immediate action. Provides front-line assistance to customers with questions or concerns. Applies discernment and sensitivity when performing required tasks, resolving issues accurately and timely. Facilitates necessary follow- up to ensure satisfactory resolution. Processes administrative interfacility consults and ensures Veteran'sappointments are scheduled timely. Work Schedule: Monday thru Friday 8:00 am to 4:30 pm CST Telework: Not Available Virtual: This is a virtual position. Functional Statement #: 00000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required This is not a Bargaining Unit Position

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: 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 Certification: None required. 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. 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:Supervisory Medical Support Assistant, GS-8Experience. One year of experience equivalent to the GS-7 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Assignment. Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics. They have full responsibility for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Assignments at this level include, but are not limited to: evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor, and MSA's activities. Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures. 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: Ability to provide the full range of administrative and supervisory duties [to at least one subordinate MSA supervisor or team leader in a patient support setting which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations. Ability to provide briefings, orientations, staff development, and training in a patient support setting. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment. Preferred Experience: 2 Years work experience scheduling Clinical Resource Hub (CRH) medical appointments. Experience auditing appointments scheduled Experience training and orienting virtual Medical Support Assistants Experience performing competency assessments on schedulers. 2 Years work experience resolving customer complaints. References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standard GS-0679 Veterans Health Administration August 1, 3019. The full performance level of this vacancy is GS-08. 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: If your school has changed names, or is no longer in existence, you must provide this information in your application.

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 VA TX Valley Coastal Bend HCS 2601 Veterans Drive Harlingen, TX 78550 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]