This is the Lead position for the CITC Supervisory Medical Support Assistant. The incumbent serves as a Medical Support Assistant for the Huntington WV Veterans Affairs Medical Center CITC/RCT service. The Hershel Woody Williams VAMC is a teaching hospital. It encompasses (4) Community Based Outpatient Clinics (CBOC) located in Charleston, WV, Prestonsburg, KY and two Rural Outreach Clinics in Lenore, WV, and Gallipolis, OH.

Duties

The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e.PACT) and performs care coordination duties, coaching, mentoring and customer service for the proper and timely treatment of patients. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. A caring, compassionate, and sensitive manner is essential when explaining procedures to Veterans and their family members bot in person and on the phone. The Lead MSA can independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. The Advanced MSA participates in the daily team huddles and weekly team meetings where patient care planning and management occur. Coordinates administrative services for Veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into the Computerized Patient Record System (CPRS) by sending the documents to Community Care scanning staff. Incumbent develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of patient care. Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare benefits. The ability to distribute and balance the workload among employees in accordance with established workflow or job specialization, assures timely accomplishment of the assigned workload and assures that each employee has enough work to keep busy. Directs work of Community Care employees in the absence of the supervisor. Frequent changes to VHA directives, regulations and local policies require constant coordination to ensure compliance and standardization. Incumbent may conduct special audits, studies, or surveys to be utilized in the development of procedures and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue. Prepares a wide variety of administrative reports and documents for supervisor/Community Care. Conducts patient/employee surveys, interviews, observes workflow, guides patients through the Community Care process, inputs referrals, documents complaints, and provides follow-up and suggests resolutions to supervisor. Incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Schedule's appointments in a timely and accurate manner. All appointments will be made with the patient's input. This may require a high level of coordination to avoid patients having to make multiple trips whenever possible. Incumbent intervenes to resolve difficult problems and diffuses potential dissatisfaction with VA services, in order, to prevent congressional and adverse publicity. Serves as technical advisor and liaison with contacts at all levels. Incumbent must completely understand and be able to explain complex regulations and eligibility criteria concerning Veteran's entitlements and VA benefits, access to care and advanced community care access. The work requires the ability to work in a busy environment, multitask, and lead to produce results, ensure compliance, as well as process and follow up on a very high volume of phone calls from patients inquiring about appointments or follow up care. The work requires a high degree of judgement, fact finding, and coordination with people at various levels (patients, management, VISN). Work Schedule: Monday - Friday; 8:00am - 4:30pm Telework: Available Virtual: This is not a virtual position. Functional Statement #: 581-23151-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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. c. Physical Requirements: Must have the mental, emotional and physical ability to satisfactorily perform the duties of the proposed assignment and pass the requisite laboratory and other screening as required by Federal regulatory agencies and meet the physical demands as described below. d. 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. 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: GS-07: To qualify at this grade level, you must meet the following; Experience: One year of experience equivalent to the GS-6 grade level. GS-06 experience would include: Coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. 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. 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. 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. Knowledge, Skills and Abilities GS-07: In addition, the candidate must demonstrate all of the following Knowledge, Skills and, Abilities (KSAs) on their Resume: 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 5005/117, PART II, APPENDIX G45 The full performance level of this vacancy is a GS-07. The actual grade at which an applicant may be selected for this vacancy is a GS-07. Physical Requirements: The majority of work is performed in an office setting, primarily while seated. 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

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 Huntington VA Medical Center 1540 Spring Valley Drive Huntington, WV 25704 US
• Name: Jennifer Donnellan
• Phone: 304-623-3461 X3097
• Email: [email protected]