The incumbent serves as the Lead Medical Support within the Behavioral Health Service. They will use the initiative to complete recurring assignments independently and without specific instructions but refer deviations, problems, and unfamiliar situations to the supervisor for assistance. The employee works closely with the staff in the inpatient and outpatient clinic areas to ensure the direct activities related to the day-to-day care of patients are maintained.

Duties

The Lead AMSA performs a variety of administrative functions associated with the scheduling of patient care. As such, the incumbent must have a knowledge of VA policies, regulations, guidelines, and processes as they relate to the scheduling of patient appointments, Electronic Wait Lists, and pre-appointment clinical requirements (i.e., labs, EKS, X-rays) to ensure readiness for the patient visit, and will monitor the Access/waitlist and the EAR. Incumbents must keep abreast of rapidly changing regulations, directives, software patches, programs, and processes in delivering the healthcare benefits package. The incumbent will also order supplies for clinics for Central Stores utilizing Material Management's automated order processing system. This incumbent must have the ability to learn the technical competency in the use of Vista, VSE, CPRS, ICB Scanners, Vet-Link Kiosks, and Appointment Management systems. Must provide excellent customer service and have an advanced understanding of medical terminology, medical administrative practices, patient consult processes, patient scheduling procedures, medical record systems, the Privacy Act, HIPPA rules, and the Freedom Act as they relate to the handling of confidential and sensitive patient information. Incumbent must be a proficient computer operator who can learn, understand, and monitor department-specific software programs, as well as knowledgeable in Microsoft Office programs such as Word Excel, PowerPoint, and Outlook; must be proficient in gathering, analyzing, and reporting data as it relates to inpatient units and outpatient clinic operations. Incumbents must possess knowledge of clinic processes and services to interact with various clinic staff members. This employee must understand national performance measures and monitors, particularly concerning no-shows, appointment cancellations, new patient scheduling, consult management, and management of returning patients. Maintains current knowledge of procedures, policies, guidelines, etc., to be able to answer questions or obtain needed information to make an informed decision. The incumbent oversees the status of work for all AMSAs working in the various clinical services and makes day-to-day adjustments by established priorities, obtaining assistance from the supervisor on problems that may arise, such as backlogs that cannot be disposed of promptly. Able to resolve simple informational complaints of employees, referring others to supervisor for resolution. The incumbent will conduct ongoing audits to ensure the quality of work for accurate and timely scheduling of appointments. Recognize and refer to the supervisor's substandard performance or behavior as needed. Provides information and makes recommendations to supervisor on staff duty performance and behavior. Identifies education and training needs of staff and evaluates scheduling practices. Makes recommendations for reassignments, recognition for outstanding performance, and other personnel needs. It was orienting and provided on-the-job training for new and current employees. Work Schedule: Monday thru Friday, 8:00am - 4:30pm Telework: Not Available 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 This is 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. Grandfathering Provision: All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. 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: Lead Medical Support Assistant, GS-7 Experience. One year of experience equivalent to the GS-6 grade level. 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. 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. 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). 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. Preferred Experience: Clinic scheduling, audits, issues and corrections Leadership, mentoring and training Excellent customer service, internal and external Reports, data entry management through MS Office program High experience organization, priorities, and deadlines High experience with VISTA, VSE, ICBH, CPRS, TMS User and Admin References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standard GS-0679 Veterans Health Administration August 1, 2019. The full performance level of this vacancy is GS-07. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address El Paso VA Clinic 5001 North Piedras Street El Paso, TX 79930 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]