This position serves as a Supervisory Medical Support Assistant (PACT) supporting the Medical, VA Care Lines in Bath NY. Work requires assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; identifying educational or training needs; making final decisions on selections; evaluating performance and taking disciplinary action when necessary. The employee has full responsibility for planning and directing the MSAs' activities.

Duties

Extracting and analyzing data in order to provide reports in support of performance measures to senior management. Coordinates with the medical VA careline specifically within Primary Care but also may liaison with specialty care; behavioral health and ancillary support teams. Reviews the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary). Ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. Develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies relating to primary care services. Communicate with non-VA medical facilities. Facilitate/process secure messaging with the patient and primary care provider teams. Develop and manage a tracking system for follow up care such as consults, tests, etc.). Participating in primary care team huddles and team meetings to manage and plan patient care. Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. May work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record. Managing electronic wait list to verify and validate accuracy and resolve issues. Participating and providing input in problem solving on operational issues or procedures within the primary care services offered at both sites. Provides feedback and assessment of clinic grid availability. Access issues, wait time concerns and proposes solutions to grid related access issues. Assesses access issues related to provider coverage and the impact of provider planned and unplanned leave. Performs budget work related to staffing considerations and plans work to stay within overtime budget limitations. Ensures overtime is appropriately utilized. Identifies and obtains equipment needed for staff to complete their job tasks to include but not limited to proper phones, headsets, computers, monitor set ups, printers, scanners, desk space, any miscellaneous equipment requirements that the staff in the clinic would need and oversees the ordering of all administrative supplies for the clinical area. Responsible for training direct reports on scheduling guidelines, directives, and processes. Will serve as the point of contact for PACT MSA staff on all questions related to proper scheduling processes and will conduct scheduling competencies and audits required. Serves as the primary point of contact for consult processing working closely with the staff they supervise to ensure proper consult policy is followed regarding national timeline standards for contacting and acting upon consults. Prepare and interpret scheduling reports (ie Return to Clinic; Recall Reminder and weekly consult reports) to be provided to the Business office manager which may be relayed as needed up through leadership locally and potentially provided to the VISN. Reports directly to the Business Office Manager who reports directly to the Associate Medical Center Director. Has full supervisory responsibility for supervising at least one subordinate team leader and a minimum of 9 to maximum of 20 Medical Support Assistants. Work assignments come from the Business Office Manager with a dotted line to work directly with clinical staff in scheduling related issues. Plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and highly technical problems to his/her supervisor. Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Is responsible for maintaining the confidentiality of information obtained to carry out required duties. Routinely communicates with physicians, nursing, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Otherwise, works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required. Performance is judged in terms of overall effectiveness of the operation through broad general objectives, the adequacy and accuracy of the work, timeliness, and conformance to established procedures, policies and instructions. Specifics are identified in yearly ECF plan and monitored through multiple sources to include scheduling metrics from VSSC, Data Warehouse, BISL audit tools etc. Other duties as assigned. Work Schedule: Monday - Friday 7:30am - 4:00pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 21M03-A Financial Disclosure Report: Not required

Requirements

• You must be a U.S. Citizen to apply for this job
• Designated and/or random drug testing may be required
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English
• Selected applicants will be required to complete an online onboarding process

Qualifications

Basic Requirements: Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3g.) 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. Certification. None required. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. Grade Determinations: Experience. One year of experience equivalent to the next lower GS 7 grade level. Qualifying experience includes assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decisions on selections; evaluating performance, and taking disciplinary action when necessary, having full administrative and professional responsibility for planning and directing the work of subordinate schedulers; and responsibility for extracting and analyzing data in order to provide reports in support of performance measures to senior management. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below: Ability to provide the full range of administrative and supervisory duties which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements. Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with all healthcare professionals to ensure quality/continuity of care and ensure compliance with established policies and regulations. Ability to provide briefings, orientations, staff development. and training. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment. References: VA Handbook 5005/53, Part II. Appendix G, page II-G45-6 and II-G45-7. Physical Requirements: The work is administrative which requires standing, walking, sitting, stooping, bending, lifting light objects, answering telephone and data entry in VISTA/CPRS

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 Bath VA Medical Center 76 Veterans Avenue Bath, NY 14810 US
• Name: Stephen Jones
• Phone: 315-425-3791
• Email: [email protected]