The incumbent works at the VA Palo Alto Health Care System in one of the Divisions: Palo Alto, Livermore, or Menlo Park. The position is organizationally aligned under Nursing Service and is expected to work closely with all members of the health care team, receiving program direction and guidance from the team's leadership - MSA Supervisor, Nurse Manager and/or Medical Director. The VAPAHCS uses a practice group concept that combines managed care and primary care treatment models.

Duties

The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; monitoring the call-out line, conducting ongoing reviews/audits to ensure quality of MSA work; ensuring accurate and timely scheduling of appointments; providing 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; ensuring all training requirements are met; acting as liaison between MSA and clinical/support staff in order to resolve day to day conflicts. For all assignments above the full performance level, the higher level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. The Lead MSA continually monitors the telephone system activity to ensure timely response to incoming calls. He/she notifies the Supervisor if waiting times or calls holding exceed the standard, and when aware of other significant problems. The Lead MSA actively participates in planning, problem identification and resolution, and process improvement through multi-disciplinary program meetings. He/she works with the Supervisor to assure all Joint Commission standards are met. Other duties include, and but not limited to: - Maintaining working knowledge and understanding the operation of VISTA, CPRS, BMS, ICB, EDIS systems - Correcting patient movement errors - Coordinating and assisting with all emergency situations (codes, power/system failure, weather, security, etc.) - Being consistently available for communication on: Vocera, Teams, Outlook, VA issued cell phone - Ordering, delivering, and managing supplies - Escalating unresolved work orders/requests (IT, facilities, equipment, EMS) - Monitoring working conditions such as seating, ventilation, lighting, safety, etc. - Supporting the SIM model and participating in continuous process improvement - Designing training materials and spreadsheets necessary for tracking work progress in the unit by using MS Word, Excel, and/or PowerPoint. - Referring calls appropriately by using knowledge of medical terminology. - Use of highly developed oral and written communication skills. - Maintaining working knowledge of interviewing techniques and fundamental principles of interpersonal communication to enable incumbent to determine the nature of internal and external customer needs. Practicing diplomacy in dealing with all customers, both from within and outside of VAPAHCS, and in dealing with unit staff. - Scheduling Duties - The incumbent schedules clinic appointments using Veterans Health Information Systems and Technology Architecture (VistA) scheduling options. The incumbent follows nationally established business rules to schedule appointments for veterans. This includes clinic visits, consultations and entries into the Electronic Wait List (EWL). The incumbent completes the mandatory national and local training requirements for the outpatient scheduling process. Work Schedule: Varies - 24hr Unit Telework: Yes - as determined by the agency policy Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

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 3.g.). 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. 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. 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). 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 Preferred Experience: One year of experience equivalent to the [GS-6] grade level. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: See VA Directive and Handbook 5019.

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 Palo Alto VA Medical Center 3801 Miranda Avenue Palo Alto, CA 94304 US
• Name: Judy Munro
• Phone: (650)694-6000 X15163
• Email: [email protected]