OUR MISSION: To fulfill President Lincoln's promise "To care for those who have served in our nation's military and for their families, caregivers, and survivors" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate whole health care to Veterans?

Duties

The Lead Advanced Medical Support Assistant (Lead MSA) in HBPC as part of an inter-professional healthcare team. Lead MSA provides support across multiple ancillary and inter-professional clinics and determines the needs of the Veteran/caregiver. The lead MSA is responsible for routing clinical questions to appropriate clinical staff. The lead MSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. The Lead MSA provides information on programs and initiatives available to Veterans and provides administrative referrals of services as needed. The Lead MSA collaborates to best coordinate the care needs of the Veteran. Provides administrative, clerical, program, and technical assistance in the areas of day-to-day operations and program planning/evaluation to assist staff with understanding and following processes, regulations, and SOPs for the HBPC Program. Responsible to coordinate across multiple disciplines and services with Service Chiefs to ensure all providers assigned to work with the HBPC program have appropriate access, competencies, trainings, safety protocols, etc., to ensure work with Veterans in HBPC and with the HBPC team is conducted timely and in a safe manner. Assisting in program compliance with Joint Commission, national directives, policies, protocols, and standards. Develops collaborative relationships with other departments that provide extended care support and services for HBPC. Establishes and continually reviews and updates complex administrative procedures that affect the orderly and efficient flow of work for both internal and external stakeholders. Evaluates procedures and determines when changes need to be made, independently effects the changes, and collaborates with HBPC leadership at times when collaboration and guidance is required. Handles problems independently and takes action in recommending solutions in collaboration with HBPC Leadership when necessary. Core member of the Interdisciplinary Team meetings and participates in weekly team meetings to set priorities and deadlines, monitor/adjust workflow to meet team and patient needs, assist with data tracking, ensures compliance with Joint Commission requirements. Assists in ensuring all new staff receive New Employee Orientation materials in collaboration with HBPC Leadership. Maintains the HBPC Admission Handbook (provided to Veterans upon evaluation/admission to HBPC Program) including updates/changes to documents in the handbook, reproduction of the contents, and assembly of the handbook so they are available to providers for use in the Veterans home. Monitors supply inventory and requests reordering when needed. Coordinates and manages all supplies, telephones, and computer moves. Formats and distributes meeting minutes, memos, and other communications. Maintains calendars and coordinates meetings for HBPC staff and leadership as related to their respective roles. Processes and facilitates appropriate distribution of all incoming correspondence and ensures timely follow-up. Processes incoming phone calls for HBPC and assures critical calls/needs are forwarded appropriately. Ensures provider licenses and records are updated with current information to ensure no lapse in provider ability to function in full performance of duties. Primary assigned sponsor for Personal Identification Verification (PIV) and ensures sponsorship of all HBPC providers is done accurately and timely. Automated Data Processing Application Coordinator (ADPAC) responsibilities include maintenance of shared folders for HBPC team and determining appropriate access for each staff to each folder, determining the level of network access each staff requires. Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within HBPC or directs the contact to the appropriate discipline within HBPC department for resolution. Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness. Provides accurate details of organizational information to Veterans regarding the different services the VA offers. Work Schedule: Monday Thru Friday Days 8:00am - 4:30pm Virtual: This is not a virtual position. Functional Statement #: GS-0679-07 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. English: Must be proficient in basic written and spoken English. Experience and Education: 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 One full year above high school. OR Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-7 LEVEL TO QUALIFY FOR THIS POSITION. GS-7 LEVEL GRADE REQUIREMENTS: SPECIALIZED EXPERIENCE: Must have one (1) full year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-6, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes, but is not limited to: Advising clinical staff on current administrative processes. Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling, canceling, re-scheduling patient appointments and/or consults including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). AND Knowledge, Skills, and Abilities. You also must demonstrate the following KSAs: 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 inter-professional 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 inter-professional 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: Lead Medical Support Assistant, VA Handbook 5005/117, Part II, Appendix G-45(6) (August 1, 2019). Physical Requirements: Position requires visual acuity, adequate auditory perception, clear distinctive speech, and manual dexterity. Position requires extended periods of sitting. The position may require some bending and carrying of items. The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations and able to shift priorities based on patient needs. Must meet Employee Health mandates as a condition of employment.

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 Clement J Zablocki Veterans Administration Medical Center 5000 West National Avenue Milwaukee, WI 53295 US
• Name: Ronald Thurow
• Phone: 414-712-8262
• Email: [email protected]