The incumbent serves as a Lead Medical Support Assistant (MSA) in the Community Care department and works collaboratively in an interdisciplinary coordinated care delivery model. The Lead MSA provides advanced specialized and expert clerical and administrative patient support in the coordination, care, and treatment provided to patients through the Community Care processing procedures at the VA Central Iowa Health Care System.

Duties

Major duties include, but are not limited to: Provide advanced administrative care coordination and patient support by planning and directing programs in Community Care. Work independently and require infrequent or direct contact from the direct supervisor. Work closely with lower graded administrative staff answering questions, training, and assistance relating to Community Care healthcare services in an inpatient or outpatient setting in collaboration with lower graded administrative staff supervisors. Assure coverage of all areas of responsibility. Conduct ongoing reviews to ensure quality of work and consult status/metrics. Ensure accurate and timely scheduling of appointments. Provide guidance to staff members, to include changes in policies and procedures. Distributing and balancing workload. Orienting and providing on-the-job training for new and current employees. Ensure all staff development and training requirements are met. Provide feedback on staff competency and coordinate training/education plans in areas needing improvement or new initiatives implemented in work processes. Assist with day to day administrative operation in support of clinical services and work assignments related to and not limited to: Emergent Care Authorization Tool (ECAT), Front Desk duties, Geriatric Extended Care authorizations (Community Home Health, Nursing Services), scheduling, customer service, medical records, database/software support packages, and staff training. Advanced working knowledge of administrative support functions in relation to program management and strategic initiatives. Provide feedback related to changes in processes, space, staff, budget, and equipment based on experience and knowledge of technical operations, workload demand, and changing functions of Community Care. Organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines and/or assigned areas. Act as a liaison between MSA and staff to resolve day to day conflicts. Communicate with individuals to obtain the desired effect, ensuring compliance with established policies and regulations and assists in the development and recommendations for policy related to administrative support functions. Review and monitor data to ensure all reports are complete and accurate. Work Schedule: Monday-Friday, 8:00am to 4:30pm Telework: Regularly teleworks 3+ days per pay period. Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 07/31/2024. 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 3.g.). 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. 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. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title 38 Hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. 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 in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Grade Requirements for GS-7 Experience. One year of experience equivalent to the GS-6 grade level. Examples of experience may include: Collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. Independently set priorities and organize work to meet deadlines, ensuring compliance with established procedures, policies, and regulations. Communicate tactfully and effectively, electronically, by phone, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. Acquired advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. Acquired advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to, appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. Acquired advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. AND Demonstrated Knowledge, Skills, and Abilities. In addition to the Basic Requirements and experience above, candidates must demonstrate all of the following KSAs: 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. 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. References: VA Handbook 5005/117, PART II, APPENDIX G45

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 VA Central Iowa Health Care System 3600 30th St Des Moines, IA 50310 US
• Name: Kelsey Petty
• Phone: 515-721-4423
• Email: [email protected]