The Lead Medical Support Assistant (MSA) is a foundational role within Care in the Community/Non VA Care department. The incumbent provides a high level of administrative and data support to our care in the community services.

Duties

The Lead MSA monitors and makes work assignments for lower graded positions, provides input on performance, resolve daily workplace issues and maintains efficient workflow. Assignments at this level include, assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure a quality work product, orientating and providing on the job training for new and current employees, and an active liaison between staff and Supervisory MSA in order to resolve any day to day conflicts. Serves as subject matter expert and support the management information components of all care in the community related programs. Incumbent works collaboratively in an interdisciplinary coordinated care delivery model within Care in the Community. The incumbent assists Veterans by explaining community programs, coordinating their care in the community through various avenues, and providing customer service to be the patient's liaison between the VA Medical Center and the community provider. Incumbent performs a variety of administrative functions associated with patient care and treatment for Care in the Community services which include inpatient, outpatient, and/or NIC (Non Institutionalized Care) program services. Employee must acquire knowledge of internal organizational procedures, knowledge of various facility services, multiple computer software systems, VA acronyms and abbreviations. Incumbent coordinates sending, receiving, and routing medical records from community vendors as needed by verifying services utilized by specialty and date of service. The incumbent is responsible for ensuring the proper disposition of Care in the Community consults assigned by making comments as appropriate and placing the consultation in the proper status. The incumbent is responsible for accurate appointment management and the coordination of all administrative information between the community care vendor and the Veteran. This includes scheduling appointments, data entry, administratively managing consultation requests and the electronic waiting list. Contact with patients and other staff, the incumbent sets the tone for perception in regard to quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. 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 Care in the Community processes. When records are received, the incumbent will be responsible for ensuring that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents utilizing established procedures to the scanning unit location. Incumbent develops and maintains effective and efficient communication with the patient, interdisciplinary team, other VA medical centers, as required, and other agencies in the interest of assisting with any patient communication. The incumbent must have a solid knowledge of multiple electronic systems and current computer technology regarding imaging applications, Vista application, CPRS, Microsoft Office Suite applications, and all other applicable programs/software and equipment. Incumbent must also have solid knowledge and have the ability to use several types of office equipment to include fax machines, multi-line phone system, printers and copy machines. Incumbent must have knowledge of eligibility for VA Health Eligibility, priorities for care, release of information, Health Information Portability and Accountability Act (HIPAA) laws, and Non-VA Care programs. Work Schedule: Monday - Friday 8am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized 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 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. Experience and Education. (1) 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, (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. 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: 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 interdisciplinary 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 interdisciplinary 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. Preferred Experience: One (1) year of experience working in community care. References: A Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standards. The full performance level of this vacancy is GS-7. Physical Requirements: The work is mostly sedentary and requires incumbent to utilize a personal computer resulting in a large amount of keyboarding/data entry. Faxing clinical documentation to the outside providers/vendors at their request during the scheduling/approving process for Fee Basis care. Additionally, lifting and carrying items such as medical records, paperwork, folders and will be required to do tasks that require some fine manipulation skills/abilities. May be required to work many hours at a computer terminal.

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 WG Bill Hefner Salisbury VA Medical Center 1601 Brenner Avenue Salisbury, NC 28144 US
• Name: Monica Busanet
• Email: [email protected]