VISN 22 Desert Pacific Healthcare Network is hiring a Lead Medical Support Assistants for the Clinical Contact/Telephone Call Center as part of an Interdisciplinary Coordinated Care Delivery Model. The center is dedicated to providing support across multiple ancillary and interdisciplinary outpatient clinics and determine the needs of the caller (i.e., scheduling, refill requests, consult tracking, utilizing patient systems, and routing clinical questions to appropriate staff).

Duties

As a Lead Medical Support Assistant you play an integral role in the 24/7 operations of the regional clinical contact centers to achieve first-contact resolution through patient-centered delivery of care. You will plan and direct programs at the VISN 22 VA Health Connect Nurse Advice line and supervise a team composed of Programs Supports Assistant and Advance Medical Support Assistants. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow. Assignments include, but are not limited to: ensure coverage of all areas of responsibility; conduct ongoing reviews to ensure quality of work; ensure accurate and timely scheduling of appointments; provide guidance to staff members, to include changes in policies and procedures; distribute and balance workload; create and maintain employee work schedules; orient and provide on-the-job training for new and current employees; ensure all training requirements are met; organize the work structure of his/her assigned areas; and act as liaison between MSA and facility staff in order to resolve day to day conflicts. Responsible for scheduling appointments; including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Other assignments include, but are not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; monitor both inpatient and outpatient appointments for areas of responsibility; verify and update demographics and insurance information; process all emergency and non-emergency transfers to other VA facilities or private hospitals. Monitor and make work assignments Provide input on performance Resolve daily workplace issues and maintain efficient workflow Assure coverage of all areas of responsibility Ensure accurate and timely scheduling of appointments Provide guidance to staff members to include changes in policies and procedures Distributing and balancing workload Creating and maintaining employee work schedules Orienting and providing on-the-job training for new and current employees Act as liaison between MSA and staff to resolve day-to-day conflicts Comply with mandatory training requirements for the outpatient scheduling process. Provides educational sessions to train new employees in clerical process in an efficient and effective manner to ensure that clerical processes, functions and goals are understood and met. Knowledge to be able to step in any MSA position in the service line. May be asked to perform administrative duties of the Supervisor in his/her absence. Work Schedule: Full-Time, Monday - Friday 8:00am - 4:30pm Compressed/Flexible:Not Applicable Telework: Available 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

Basic Requirements: United States Citizenship: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. 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. English Language Proficiency: Must be proficient in spoken and written English. Grade Determinations: GS-7 Lead Medical Support Assistant. Specialized Experience: In addition to the basic requirements, to qualify for the GS-7 grade level requires a minimum of one (1) year experience at the next lower grade level (GS-6). Equivalent experience includes: Assigning daily workload assessments and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. Assisting 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; acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. (must be in resume) In addition, you must have experience which demonstrates the following knowledge, skills and abilities: 1. 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. 2. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. 3. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. 4. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff. 5. Ability to provide staff development and training. 6. 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, Medical Support Assistant http://vaww.va.gov/ohrm/Directives-Handbooks/Documents/5005.pdfThe full performance level of this vacancy is GS-07. Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability.

Education

IMPORTANT: Experience CANNOT be substituted for Higher Education. Must have the necessary experience equivalent to the [GS-06] Grade Level in the Occupation.

Contacts

• Address Greater Los Angeles Healthcare System 11301 Wilshire Boulevard Los Angeles, CA 90073 US
• Name: Daniela Arnold Quintero
• Phone: 5207921450 X16027
• Email: [email protected]