The Behavioral Health Service (BHS) Lead Medical Support Assistant (MSA) position serves as the Lead for all BHS Medical Support Assistant staff. The Lead MSA will act as liaison between staff and the supervisor in order to resolve day-to-day conflicts. Additionally, the Lead MSA serves as the trainer for new MSAs to Behavioral Health Service.

Duties

Scheduling appointments and utilizing the Electronic Waiting List accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination, to avoid patients having to make multiple trips to the facility, whenever possible. Notifying his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Daily review of active/pending consults, Electronic Wait List, Recall list, Return to Clinic orders, Online Scheduling requests, and Vetext communications for accuracy and disposition. Monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow. Must have knowledge of quality assurance/performance improvement principles and is responsible for assuring these administrative functions are carried out in the performance of their duties. May be required to conduct individual quality assurance/process improvement checks/studies. He/she must be knowledgeable of Joint Commission requirements specific to the job, such as patient's rights, emergency preparedness, information security ethical conduct, and environment of care. Works collaboratively with other staff, in an interdisciplinary coordinated care delivery model, and performs all related duties. Screens/receives phone calls and messages in a timely and appropriate manner, determining the nature of requests and providing the information desired using privacy rules and established clinic processes. Provides administrative support to all Behavioral Health Service staff, to include clinical and administrative staff. Work Schedule: Monday - Friday, 8:00am to 4:30pm Telework: Available for highly qualified candidates. 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. 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: 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. 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/external Reports, data entry management through MS Office Programs High experience in organization, priorities and deadlines High experience with VSE, CTM, VistA, ICBh, CPRS, TMS-User and Admin References: VA Handbook 5005/117 Part II Appendix G45, Medical Support Assistant Qualification Standard GS-0679, revised 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 George H O'Brien Jr VA Medical Center 300 Veterans Boulevard Big Spring, TX 79720 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]