The incumbent is assigned to the Medical Care Clinical Center (MCCC) at the VA Maryland Health Care System (VAMHCS), Baltimore division and reports directly to the Supervisory Medical Support assistant (SMSA). The MCCC has ten specialty sections (Cardiology, Endocrinology/Diabetes, Hematology/Oncology, Hospitalist Program, Infectious Diseases, Nephrology, Pulmonary, Gastroenterology, Epidemiology and Rheumatology)

Duties

MAJOR DUTIES: Responsible for the administrative duties that facilitate the effective workflow for the clinical staff. Oversight of the specialty clinic scheduling activities, distribution of workload, monitoring quality of the work performed by the AMSAs and provide training and instruction when required. Daily communication through face-to-face interactions with Veterans, supervisors, family members, internal customers with VAMHCS, VISN 5 and university affiliates, including telephone conversations and digital communications such as, secure messaging, instant messaging, and emails. Works independently and is considered the chief source of patient information. Schedules appointments in accordance with the VHA Directive 1230 (3) and VHA Directive 1232 (2); including canceling, re-scheduling, and no showing patient appointments and/or consults. Verifies and updates patient demographics to include capturing of insurance data. Ensures clinic assigned staff are appropriately utilizing Recall List (Delinquent), Return to Clinic Orders (Query from VS GUI), insurance capture buffer report, and view electronic health record (HER) alerts for accurate disposition daily. Ensures patient encounters are completed for clinics assigned by the end of each business day (no-shows and patient cancellations through AudioCare, VeText, etc.). Ensures that consults greater than 30 days have proper documentation for additional scheduling attempts or dispositioning directed by the provider. Extracts medical information from electronic records when requested by Providers, Social Workers, Nurses, and Supervisors while maintaining HIPPA standards. Receives and directs patients and visitors by telephone, answering routine inquiries, and making appropriate referral of questions concerning patients' care. Directs patients to Beneficiary Travel for transportation support and vouchers as required. Relays test results to appropriate medical staff to include recognizing and referring urgent results to the professional staff for immediate action. Orients and provides on the job training for new and current employees as required. Ensures employees are informed of new procedures, instructions and techniques. Responsible for working with MSAs to set up, cancel, modify, and inactivate clinics through the Clinical Requests (Group Practice Management) LEAF portal. Monitors pre-appointment requirements to ensure readiness for the patient visit. Monitors the Medicine Dashboard to review the status of consults. Ensures accurate daily posting of employee's time assigned to specific T & L unit. Ensuring all patient areas are covered during episodes of vacancies, annual and sick leave Work Schedule: Monday - Friday 8:00AM - 4:30PM Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 0000 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 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. 2. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. 3. Ability to organize work, set priorities, and delegate tasks/responsibilities to meet deadlines. 4. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff. 5. Ability to provide staff development and training. Preferred Experience: None References: VA HANDBOOK 5005/117 PART II APPENDIX G45 August 1, 2019 The full performance level of this vacancy is GS-7. The actual grade at which an applicant may be selected for this vacancy is in the range of GS 7.

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 VA Maryland Health Care System 10 North Greene Street Baltimore, MD 21201 US
• Name: Teresa Hammond
• Phone: 410-605-7000
• Email: [email protected]