The incumbent works at the VA Palo Alto Healthcare System (VAPAHCS) at the Palo Alto Division. The position is organizationally aligned under Surgical Service, and is expected to work closely with all members of the assigned surgical specialty team(s) and will receive program direction and guidance from service and leadership, including the Surgical Service Business Manager, Surgical Service Administrative Officer, and/or the Section Chief or designee.

Duties

Major duties and responsibilities include but are not limited to the following: Clinic Management a. Coordinate labs and clinic schedules at PAD, LVD, and MONT with the surgeons, nursing staff, technicians, clerks, and schedulers to ensure patient's ultrasound and imaging is completed. The incumbent reviews clinic utilization and look at ways on how to improve clinic setup and patient flow. b. Work with various providers to ensure that the necessary studies are completed before clinic appointment. Call patients before scheduled lab to decrease "No Show" statistic. c. Serve as the first line of communication to the patients, family members, clinical and support staff on many varied issues. Answer a high volume of phone calls and elicit administrative and clinical information from callers through utilization of interviewing skills and a sound knowledge base. Prioritize calls and make independent decisions through timely problem resolution. Collaborate with other team members in emergent or urgent care need through prompt identification of problem and appropriate referral. Ensure timely and accurate delivery of messages to team members and patients. d. Manage complaints that are received when possible or refer to the appropriate individual. e. Manage inventory tracking forms for all equipment and staff assignments. Ensure that equipment and inventory is stocked to ensure that clinic flow is not disrupted and patient care is improved. Administrative Support a. Address and/or triage secure messaging submitted through MyHealthEVet to ensure compliance with mandated timelines. b. Maintain letterhead to create form for "return to work" letters as stated by physician, which is typed and submitted to the attending surgeon for signature. c. Keep the team informed and up-to-date concerning appropriate administrative regulations and ensuring reports and notes are signed off in a timely manner. d. Maintain and update various files, forms, and publications, etc. e. Perform a variety of miscellaneous duties in support of the section, i.e., take inventory and requisition supplies, prepare work orders for repair of equipment and Engineering work orders for general maintenance. Statistical and Data Collection a. Compile data regarding clinical-related items such as appointment utilization and inventory. Clerical Activity a. Receive and distribute mail, packages for proper routing b. Assures necessary supplies and forms are available as needed. c. Maintain files on a regular basis. are reviewed and periodically cleared of out of date material. d. Perform other duties as assigned. Medical Record Management a. Initiate action to request records from other facilities, both VA and non-VA for new patients. Ensure appropriate forms are completed and dialysis informed consent signatures obtained from the physician and the new patient. b. Complies with all safety/fire prevention rules/regulations and promptly reports all accidents and notifies supervisor of unsafe/unhealthful conditions in the workplace. Attends scheduled training sessions and participates in facility or service level safety promotions as directed by supervisor. Knows the drill and emergency plans for work area, including location of all emergency fire equipment. Customer Service a. Professional relationships with supervisors, co-workers, and others in the organization are consistently courteous and cooperative in nature and, overall, contribute to the effective operations of the workplace and the development of a collaborative working relationship. Display behavior that reflects the dignity and respect that each patient, visitor, and fellow employee deserves. In this regard, the incumbent is responsible for interacting with others in a manner that fosters favorable relations and public image. b. Demonstrate the ability to adjust to change or work pressure in a pleasant and constructive manner; handles differences of opinion in a businesslike fashion; and functions as an effective team member through active participation in working towards team objectives and assisting in the group effort whenever and wherever possible. c. Maintain a thorough knowledge and possess ability to interview and assist clients, some who may be severely disabled, anxious, distraught veterans, and demonstrate sensitivity to their needs. When necessary, must effectively deal with and defuse hostile patients, referring only the most difficult situations to the unit or RN staff. d. Resolve veteran's problems and/or direct veterans to individual services that have the capacity to ensure satisfactory resolution. Work Schedule: Monday to Friday, 8:00 am - 4:30 pm. Telework: 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

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 (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. 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: In addition to the basic requirements for employment listed above, the following [education and experience] criteria must be met when determining the grade of candidates: GS-6 Experience One year of experience equivalent to the [GS-5] grade level. In addition to the one year of specialized experience at the next lowest grade (GS-05) level, candidates must demonstrate the below KSAs: i. Ability to collaborate and communicate [with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. ii. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. iii. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. iv. Advanced knowledge of the technical health care process including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals)] as it relates to access to care. v. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care [administrative functions] to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. vi. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Assignment The Advanced MSA [provides specialized and expert administrative patient support while working] collaboratively in an interdisciplinary coordinated care delivery model. [Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates] with the patient care team to review clinic [appointment availability] (utilization) to ensure that clinic [schedules are] closely monitored to effectively support the needs of the clinics, and [makes adjustments as necessary]. [MSAs at this level] develop [and/or] maintain effective and efficient communication with the patient, interdisciplinary [coordinated care delivery model teams] , VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; [prepare correspondence] to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.). Other assignments at this level include, but are not limited to: [processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in] team huddles and team meetings to manage, plan, [problem solve, and follow-up with] patient [care by sharing information and collaborating with the interdisciplinary team]; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; [identifies incomplete encounters and communicates findings to providers; as needed; assists] the team to reinforce the plan of care and self-help solutions; [enters] appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; [manages patient systems] to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether [the patient requires an immediate appointment; informs team members] about shared patients ([i.e]., those who receive their care at multiple [VA centers] or those who [receive] care in the community). 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: Knowledge of overall functions of this VA Medical Center within Surgical Service/Clinics is required to enable the clinic to maintain consistent quality work performance. The incumbent is responsible for participating in the patient care mission in an accurate and independent manner to allow the professional staff to concentrate on the other extensive professional and patient care duties. Highly developed skill in performing these procedures has a significant impact on the well being of the patients and the productivity of the clinic. 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-6. The actual grade at which an applicant may be selected for this vacancy is GS-6. Physical Requirements: The work is performed in an outpatient and inpatient treatment setting. The environment involves those everyday risks or discomforts that require normal safety precautions typical of the environment. Although the work is typically sedentary, some standing, stooping, reaching, and lifting of up to twenty pounds is required. The duties and responsibilities of the positions require some mobility between areas. The employee is required to work with equipment at least 75% of the time which impacts on hand and wrist motions. Although the employee works in a healthcare facility where exposure to contagious diseases exist, the tasks required for this position do not put the employee at a serious risk for this type exposure. The work area is adequately lighted, heated, and ventilated. The incumbent must remain composed at all times in trying to assist Veterans, their families, and staff, who may be upset or in distress and hostile in manner.

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Palo Alto VA Medical Center 3801 Miranda Avenue Palo Alto, CA 94304 US
• Name: Herbert Lum
• Phone: 702-791-9000 X14057
• Email: [email protected]