This position falls under Community Care in the Wm. Jennings Bryan Dorn VA Medical Center.

Duties

The Lead MSA works independently and is considered the chief source of patient information and plays an important role in accomplishing the administrative work within the outpatient clinics by the duties listed below: Scheduling appointments in accordance with VHA Directive 1230; including canceling, re-scheduling, and no showing patient appointments and/or consults. Verify and update patient demographics to include capturing of insurance data. Ensure clinic assigned staff are appropriately utilizing the EWL, Recall List (Delinquent), Return to Clinic Orders (Query from VS GUI) and View Alerts for accurate disposition daily. Ensure patient encounters are completed for clinics assigned by the end of each business day (no-shows and patient cancellations. Extracting medical information from electronic records when requested by Providers, Social Workers, Nurses, and Supervisors while maintaining HIPPA standards. Ensure clinic assigned staff is appropriately maintaining the electronic wait list, delinquent recall, insurance capture buffer exception list and appropriately utilizing Vet Link for clinics assigned. Receive and direct patients and visitors, in person and by telephone, answering routine inquiries, and making appropriate referral of questions concerning patients' care. Relay test results to appropriate medical staff to include recognizing and referring urgent results to the professional staff for immediate action. Work Schedule: Mon - Fri 8:00 am to 4:30 pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 01245A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO):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. 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). 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. 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 REQUIREMENTS Creditable Experience (1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. (2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. (3) Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. 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: 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: 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 Note: Please ensure how you meet these KSAs is clearly described in your resume; we may not make assumptions regarding your experience. 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-7. The actual grade at which an applicant may be selected for this vacancy is GS-7. Preferred Experience: Three years of medical scheduling experience. Physical Requirements: The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

Education

Education cannot be substituted for experience.

Contacts

• Address Columbia VA Health Care System 6439 Garners Ferry Road Columbia, SC 29209 US
• Name: Sara Nicolas
• Phone: 505-265-1711 X7790
• Email: [email protected]