The Lead Medical Support Assistant (MSA) is responsible for planning and directing clerical operations for the MSA staff, assigning and evaluating work, resolving complex problems to ensure patient services are met; identifying educational/training needs, evaluates tools such as equipment and systems that will enhance the ability of the Community Care Clinic (CCC) to assist Veterans.

Duties

This position is located in the Community Care Clinic at the VA Pittsburgh Healthcare System. Assures staff receives all necessary initial orientation and continuing training in order to successfully perform duties; including proper data collection, scheduling and authorization processes. Knowledge of all relevant directives, VA Community Care guidelines/directives, Advance Clinic Access (ACA), Scheduling Directives, and Director Performance Measures. Assures that staff receives relevant safety training, including office equipment, and are in compliance with all regulation. Provides advice and counsel to staff related to work and administrative matters; Resolves informal and formal complaints and grievances Monitors daily staffing levels and ensures equal distribution of workload/coverage on a daily basis resolves recurring clerical or technical tasks following standard operating procedures developed for the department. provides additional, specific guidance and reference sources on new or difficult assignments Collaborates, communicates, and demonstrates customer service and interpersonal skills with all healthcare professionals to ensure quality/continuity of care and ensure compliance with established policies and regulations. Provide briefings, orientations, staff development and training. He/she delegates authority, evaluates and oversees people and programs, accomplishes program goals, and adapts to changing priorities. motivating, developing, and directing subordinates. Knowledgeable of collection of clinic utilization data to include waiting times, missed opportunity rates, slot utilization, use of electronic waiting list, and supply and demand. Performs duty as a facility and patient educator and advocate for Veteran's regarding the coordination of approved/authorized community and intra/inter-facility medical care. Educates providers and team members about Veteran's medical care by e-mails, fax, telephone and scanning medical documentation into Veterans' electronic medical records. maintain electronic databases to track Community Care services consults. Demonstrates a high level of flexibility, teamwork, and multi-faceted skills by providing cross-training to other areas within the Community Care Clinic in order to provide coverage as needed. responsible for furthering the goals of Equal Employment Opportunity (EEO) by taking positive steps to assure the accomplishment of affirmative action objectives and by adhering to nondiscriminatory employment practices in regard to race, color, religion, gender, national origin, age, or disability. Responsible for reviewing the work of full performance and developmental MSAs for accuracy, completeness, using current laws and directives. skilled in tactful and effective communication both orally and in writing. assists with contacting Veterans by telephone to explain pending or new consult request, ensures that Veteran appointments are made with other VA facilities, contract sites, or community providers of Veteran's choice as appropriate. able to independently manage position responsibility with oversight by the MSA Supervisor and Nurse Manager as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Work Schedule: 7:30am to4:00pm, Monday thru Friday Telework: Available Virtual: This is not a virtual position. Functional Statement #: 0000000 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: 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. 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. 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. 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-7Experience. One year of experience equivalent to the GS-6 grade level. Examples of experience include but limited to: responsible for the coordination of assignments and workflow found in an interdisciplinary unit. Responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs to provide support across interdisciplinary settings. 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 staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. Ability to provide staff development and training. 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. References: VA Handbook 5005/117 Part II Appendix G45, Medical Support Assistant, Qualification Standard GS-679, Veterans Health Administration. The full performance level of this vacancy is GS-07. Physical Requirements: Incumbent must work in a multi-screen computer environment being able to use VistA, CPRS and BMS screens bilaterally. Work is mostly sedentary but may require some standing, walking, bending, twisting and stair climbing.

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 Pittsburgh VA Medical Center 1010 Delafield Road Pittsburgh, PA 15215 US
• Name: Amberly Betsill
• Phone: (412) 822-3105
• Email: [email protected]