The incumbent serves as a Lead Medical Support Assistant (LMSA) in the Access Scheduling and Management Service (ASMS), Salem VA Healthcare System, who serves as the direct line liaison for the Consult Management Team (CMT) Supervisory MSA(s) and all CMT Advanced Medical Support Assistants (AMSAs).

Duties

The incumbent functions as a Lead Medical Support Assistant in Health Administration Service. Duties include but aren't limited to the following: - Schedules, cancels, and/or reschedules consultation appointments both within the VA healthcare system and in the community based on Veterans preferences, Community Care eligibility criteria, and established community care scheduling processes when appropriate in accordance with VHA national scheduling guidelines - Utilizes the community care tools admin screening triage tool, Health Share Referral Manager (HSRM), Community Provider Locator, and demonstrates knowledge of the Veterans Health Information Exchange (VHIE). - Capture the Veteran's community care appointment scheduling preferences using the Consult Toolbox (CTB) as appropriate unless the Veteran decides to self-schedule. - Contacts the patient and discusses options for internal/direct VA care vs. Community Care (when appropriate) based on Clinical CMT guidance. - Communicates with in-network community-based medical offices/facilities to schedule appointments and communicates with the patient and team as necessary. - Demonstrates understanding of the purpose for the Standard Episode of Care (SEOC). - Understanding and Interpreting clinical staff orders/instructions as appropriate per documentation provided on the consult - Obtaining medical documentation from community providers, documenting this information accurately in the appropriate system, communicating accurately and timely to the appropriate clinician or team as needed - Interacting with internal and external customers to achieve desired outcomes - Entering no-show information correctly, capturing missed opportunities appropriately and process both VA and community care consults per scheduling directives - Verifying and updating demographics and insurance information. Work Schedule: Monday - Friday; 7:45 am - 4:30 pm, Monday - Friday Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 02/20/2024. 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. 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. 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. References: VA Handbook 5005/117, Part II, Appendix G45 The full performance level of this vacancy and actual grade at which an applicant may be selected is GS-06. Physical Requirements: Must pass a pre-employment TB test.

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 Salem VA Medical Center 1970 Roanoke Boulevard Salem, VA 24153 US
• Name: Tammy Myrie
• Phone: 901-663-6722
• Email: [email protected]