The Lead MSA position involves technical work concerned with the day-to-day administrative functions within the Rehabilitation Department. The position provides administrative support to clinic staff members and patients. Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf

Duties

Monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow in all assigned outpatient areas. Assures coverage of all areas of responsibility; conducts ongoing reviews to ensure quality of work; ensures accurate and timely scheduling of appointments; provides guidance to staff members to include changes in policies and procedures, distributes and balances workload; orients and provides on-the-job training for new and current employees; ensures all training requirements are met; organizes the work structure of his/her assigned areas; and acts as liaison between MSA and staff in order to resolve day to day conflicts. Works directly with patients who have been instructed to request a new appointment to schedule and provider patient instructions on test preparation, diets and procedural requirements. Seeks out available appointments with multiple staff members and services to coordinate Telehealth appointments. Utilizes and follows up on AudioCare Reminder calls. Receives, interviews, and routes individuals for either inpatient or outpatient care to the appropriate care team or setting. Accepts telephone calls from Veterans, relatives, service officers, etc. regarding outpatient/inpatient treatment and transportation. Receives and responds to unclear inquiries concerning a variety of medical, personnel, and administrative matters. Determines general nature of inquiry and independently responds to all administrative questions. Recognizes and refers urgent inquiries to professional staff for immediate action. Schedules and receives consults based on established scheduling policies and procedures from VHA directive for outpatient clinic scheduling. Utilizes Appointment Management Supervisor Menu to accurately and appropriately to facilitate efficient scheduling of appointments. Updates, reviews, and utilizes the Unable to Schedule list to accurately reflect patients waiting to schedule an appointment. Processes all health care providers ordered accurately. Seeks clarification of orders when appropriate. Accurately and timely performs clerical work in support of the care and treatment given to patients such as receiving patients or maintaining patient files. Performs clerical level work to procure supplies and services to meet the procurement requirements of the unit or department. Processes incoming and outgoing materials such as correspondence, reports, memoranda, and other forms of written communication. Performs the following types of duties: edit letters, composes letters and reports, reviews correspondence for accuracy and completeness, transcribes meeting minutes and replies to inquiries. Actively seeks and schedules Telehealth services for appropriate and active Telehealth services. Assists in mentoring students or training new or less experienced employees. Provides direct customer and patient service that is prompt, friendly, and cooperative. Resolves issues at the lowest level and in a timely manner. Sets limits/boundaries within the LMSA/patient relationship which care clearly defined. Maintains flexibility in adapting to changes in schedule and workload. Assists other team members willingly. Ability to communicate tactfully and effectively, both orally and in writing, to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels. Work Schedule: 0730-1600 Monday-Friday Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Ad-hoc only Virtual: This is not a virtual position. Functional Statement #: 00000 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. 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. 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. 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-7 Experience. One year of experience equivalent to the GS-6 grade level. 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, Part II, Appendix G45 The full performance level of this vacancy is GS-6. Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address St Cloud VA Medical Center 4801 Veterans Drive St Cloud, MN 56303 US
• Name: Breeze Hennes
• Phone: (320) 252-1670 X5222
• Email: [email protected]