This position is located in the Office of Community Care (OCC) Service of the Eastern Colorado Health Care System (ECHCS). The purpose of this position is to provide supervisory, administrative, consult process, and customer support leadership to OCC Customer Support Lead MSAs (Cust Supt LMSAs) located at Alamosa, Burlington, Colorado Springs, La Junta, Lamar, Pueblo and Salida ECHCS CBOC sites for Care in the Community (CITC).

Duties

Duties include, but are not limited to: Daily review of active/pending/scheduled Community Care consults in CPRS, Third party portal for accuracy and disposition. Maintain effective communication with patient, interdisciplinary team, and outside providers, when necessary to process secure messages with patient and VA staff. Explain to patient and their family members procedures on the phone. Participates in huddles or meeting with other interdisciplinary members to manage and plan patient care/flow. Enter appropriate information into patient record Administrative follow-up and problem solving for administrative issues. The Supervisor MSA plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues. Inform physicians about patients and appointments at other facilities. Educates providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) Coordinates administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to insure continuity of inpatient and outpatient care. Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. Generates patient workload reports that have to do with schedules/scheduling for validation and monitors activity to assure consistent and accurate reporting. Conducts patient/employee interviews, observes workflow, guides patients through hospital system, inputs referrals, documents complaints, provides follow-up and suggests resolutions to supervisor. The Supervisor MSA must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner. Appointments are made with the patient's input, by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. The Supervisor must maintain the ability to perform the varied and complex duties of Medical Support Assistants in the Office of Community Care. Work Schedule: Full-time; Monday-Friday (0800 - 1630) 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. Experience or Education: Experience: One year 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 Education: Four years above high school (transcript is required with application); OR Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.(transcript is required with application); 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 3j. 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: For Supervisory Medical Support Assistant, GS-8: One year of experience at or equivalent to the next lower grade level GS-7. In addition to the Basic Requirements defined above, the incumbent must demonstrate the following KSA: Ability to provide the full range of administrative and supervisory duties to at least on subordinate MSA supervisor or team leader in a patient support setting 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 internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations. Ability to provide briefings, orientations, staff development, and training in a patient support setting. 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: For additional information, please refer to VA Handbook 5005, Part II, Appendix G45 Medical Support Assistant Qualification Standards, GS-0679, dated August 1, 2019. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-8. Physical Requirements: The work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting, working with others and/or alone. As typical in an office setting, there is the possibility for multiple distractions from normal operating functions and the incumbent is expected to be able to physically perform the duties of the position, aides permitted (which may include walking, sitting, standing, reaching, and bending.) The work may also include the need for light lifting and carrying (under 15 lbs.) of work materials (i.e.: books, binders, papers, etc.).

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 VA Eastern Colorado Health Care System 1700 N Wheeling St Aurora, CO 80045 US
• Name: VISN 19 HR Contact Center
• Phone: 719-227-4600
• Email: [email protected]