Come be a part of the VISN 8 Clinical Contact Center (V8 CCC)- first of its kind in VA providing Veterans 24/7/365 access to virtual care and services! Our Best Place to Work score of 89% on 2023 All Employee Survey (VA average is 72%) demonstrates commitment to employees, teamwork, and development in a flexible work environment where each individual is recognized for their talents. Most of our employees telework and we have built a supportive culture of engagement across the miles.

Duties

The VISN 8 Clinical Contact Center Lead Medical Support Assistant is a unique position requiring a mixture of patient care knowledge, administrative skills, and leadership qualities, promoting goal achievement through team efforts. Since the program is VISN-wide (Florida, South Georgia, and the Caribbean System), the incumbent deals with complex system processes, administrative business and clinical issues not requiring a Registered Nurse (RN). Other duties include, but are not limited to:

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. 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 3j. Experience and Education: (1) Experience. Six months experience of clerical, office or other 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. (Transcripts Required) Grade Determinations: One (1) year specialized experience equivalent to at least the GS-6 Advance Medical Support Assistant level in Federal Service is required. One year of comparable advance medical support assistant experience equivalent to the GS-6 level is required. Resume must demonstrate possession of analytic skills and clinical familiarity necessary to help coordinate a rigorous, intensive, high-visibility program, being able to assign work and make on the spot decisions as needed. Resume must also demonstrate experience that consist of significant scope, administrative independence, difficulty and range of a variety of work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Qualifying experience is defined as: Assuring coverage of all clinical areas of responsibility; Conducting ongoing reviews to ensure quality of work that impacts patient care; Ensuring accurate and timely scheduling of appointments; Providing guidance to staff members to include changes in medical policies and procedures; Distributing and balancing workload; Organizing the work structure of his/her assigned areas; Acting as liaison between MSA and other clinical staff in order to resolve day to day conflicts. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below: 1. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. 2. Skill in communicating with individuals in order to obtain the desired effect, ensuring compliance with established policies and regulations. 3. Ability to provide staff development and training. 4. Ability to manage staffing requirements, manage priorities, and coordinate work in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrating an understanding of the impact of incomplete work. 5. Ability to review and monitor data to ensure all reports are complete and accurate. Customer Service Requirement: The incumbent meets the needs of customers while supporting VA mission. Consistently communicates and treats customers (Veterans, their representatives, visitors, and all VA staff) with integrity, commitment to serve as their advocate, in a respectful manner and with performance excellence. Also, provides the customer with accurate and consistent information according to established policies and procedures. Handles conflict and complex problems in dealing with the customer constructively and appropriately. The Lead MSA frequently acts as the point of contact between the VISN 8 CCC's Health Administration Service and Telcare Program leadership, the Veterans/callers, between the program and the community, and between the team and the various Medical Centers and Clinics VISN wide. The incumbent has a direct impact on a quality, customer friendly Telecare Program and staff outcomes. Consequently this position is critical to maintaining the overall therapeutic values and goals of the HAS program. The Lead MSA's work directly affects the VA quality of care as well as the program's reliability, accuracy, and image in the community. Demonstrates sensitive to age and gender related differences of various Veteran populations served; sensitivity to the special needs of all Veterans with respect to age, gender, developmental requirements, and culturally related factors. Provides care and/or information appropriate to the population specific indicators which may include: cognitive, emotional and chronological maturity of the caller. Fosters and maintains good public relations requiring tact, diplomacy and empathy. Handles conflict and problems in dealing with the customer constructively and appropriately. Preferred Experience: Three years of Advanced Medical Support Assistant experience in VA Prior call center experience Knowledge of VS GUI and VHA Scheduling Directives References: VA Handbook 5005/117, Part II, Appendix G45, MSA Qualification Standard, dated August 1, 2019. The full performance level of this vacancy is GS7. Physical Requirements: The Lead Advanced Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.

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 CW Bill Young Department of Veterans Affairs Medical Center 10000 Bay Pines Boulevard Bay Pines, FL 33744 US
• Name: Erika Pretto
• Phone: (813) 972-2000 X110112
• Email: [email protected]