The Primary Purpose of the Position is: To lead and perform a variety of administrative and clerical duties associated with scheduling appointments for patients in support of veterans' treatment in all Physical Medicine and Rehabilitation (PM&R) therapy programs served by Dallas PM&R.

Duties

Duties include but not limited to: Assists the Supervisory Medical Support Assistant in the coordination of Advanced MSA assignments and workflow found in the PM&R interdisciplinary unit. 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. 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 Acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. Receives, relays, and/or answers incoming and outgoing telephone and electronic messages. Answers questions such procedures for obtaining an appointment, requests for appointments and/or appointment changes. Schedules, cancels, re-schedules follow-up and/or consults appointments. Enters information such as clinic appointment, no-show, clinic or patient cancellation data into the Vista Scheduling Enhancement and/or Vista information system(s) and software. Establishes and maintains office records and files of various types that may be needed or will assist in the efficient operation of the Service. Work Schedule: Monday - Friday, 7:30am - 4:00pm Virtual: This is not a virtual position. Functional Statement # 000000 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: 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: - (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. 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. 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: Lead Medical Support Assistant, GS-7 Experience. One year of experience equivalent to the GS-6 grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. iii. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. iv. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. v. Ability to provide staff development and training.vi. 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. 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 nonstandard 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. Preferred Experience: 1.) Experience with: Consults, RTC orders Travel vouchers, Preregistration, Insurance, VSE, Consult Toolbox, Data Entry and VSSE. 2.) Previous experience resolving issues concerning: Patients, Co-Workers visitors. 3.) 1 year of experience providing instruction/training in a formal setting. 4.) 1 year pf experience with Clinical Computer software packages. 5.) Experience completing working deadlines within timeframe allotted. 6.) Experience working closely with management. References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standards GS-0679 The full performance level of this vacancy is GS-07. The actual grade at which an applicant may be selected for this vacancy is GS-07. Physical Requirements: Light lifting, under 15 pounds, light carrying, under 15 pounds, straight pulling 1 hour, pushing 1 hour, reaching above the shoulder, use of fingers, both hands required, walking 1.5 hours, standing 1.5 hours, kneeling 1 hour, repeated bending 1 hour, both legs required, ability for rapid mental and muscular coordination simultaneously, near vision correctable at 13" to 16" to Jaeger 1 to 4, far vision correctable at 13" to 16" to Jaeger 1 to 4, both eyes required, depth perception, ability to distinguish basic colors, hearing (aid permitted) hearing without aid, ability to talk on a telephone, ability to operate office equipment.

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 Dallas VA Medical Center 4500 South Lancaster Road Dallas, TX 75216 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]