The Lead Medical Support Assistant (MSA) is organizationally aligned within the Mental Health Clinical Center (MHCC) at the VA Maryland Health Care System (VAMHCS). VAMHCS is a highly complex multidivisional tertiary care, extended care, and teaching medical center system affiliated with the University Of Maryland School Of Medicine. The MHCC, and subsequently the MSA, supports the full range of Mental Health clinical programs at the VAMHCS.

Duties

DUTIES: The Lead MSA is able to independently manage position responsibilities with minimal supervision, as well as set priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. The Lead MSA functions as an expert authority for all tasks associated with patient enrollment and registration, admissions, outpatient scheduling, beneficiary travel, and identification and capture of insurance information and provides technical support to professional staff and other medical center employees. The incumbent will act as an assistant to the Clinic Coordinator and Program Manager, Community/Integrative Services. Enrollment and Registration: The Lead MSA receives and processes applicants for outpatient treatment. He/she makes and/or assists in the determination as to the patient's eligibility for Mental Health Clinic and/or Triage Clinic. Clinic Coordination: The MSA establishes internal procedures, files, reports, tracking mechanism, computers report, etc. for existing and new programmatic needs. Assists as needed in tracking wait times for clinics, scheduling issues, and encounter completion. The employee will provide orientation to VISTA/VSE for new staff and will assist with clinic and appointment coordination for all program staff. The MSA will also prepare a wide variety of material such as forms for clinic cancellations, clinic setup, change forms, faxes, memorandums, and reports and back- up administrative support to other areas in Mental Health. Outpatient Scheduling: The Lead MSA has primary responsibility and accountability for all scheduling functions. This includes making, changing, and canceling patient appointments in accordance with clinic profiles and special instructions, as well as all applicable VHA regulations governing the scheduling process. The Lead MSA is responsible for receiving and routing all Veterans who report to the facility for scheduled and unscheduled examinations and appointments, assuring that the patients are electronically checked in for their appointments. The Lead MSA is responsible for explaining in detail to Veterans about upcoming appointments, ensuring they understand what they must do and where they must go to complete their work-up and ensures the patient is scheduled for a return visit in accordance with orders from the provider. The Lead MSA must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities that include: scheduling appointments and utilizing the Electronic Waiting List accurately and in a timely manner. The Lead MSA receives telephone calls and face-to-face inquiries from patients, families and friends of patients regarding scheduling appointments or requests for changes in scheduled appointments. The incumbent is responsible for administrative data capture by using the most efficient method of checking in/out all patient encounters using multiple software packages. Duties may also include monitoring pre-appointment requirements to ensure readiness for the patient visit; managing electronic wait list to verify and validate accuracy and solve issues; performing administrative follow-up actions; evaluating patient information and clinic schedule list. Management Support: The Lead MSA resolves problems or complaints from VA beneficiaries and/or family regarding Medical Administration Service and functions of the sections. The Lead MSA ensures that all required and requested report, systematic reviews and audits are submitted accurately and within the specified time to the immediate supervisor. The Lead MSA may be assigned committee membership or represent the service at committee functions or meetings. The Lead MSA is responsible for maintaining security of information contained in computerized system in accordance with medical center policy, the Privacy Act, and other applicable laws, regulations and policies. The Lead MSA is independently responsible for originating and planning work assignments, work schedules and coverage of areas in the section, ensuring the provision of high quality services and support, and for maintaining maximum employee performance. The Lead MSA is responsible for taking action related to changes in work methods, work assignment, section workload or unexpected absences of employees, problem Veterans, or of any impending backlogs in the section. The Lead MSA provides adequate training orientation and guidance to all new employees in the section. Also responsible for providing timely and ongoing training and instructions to employees. The Lead MSA ensures that all section employees exercise 100% confidentiality on all patient matters and personal information disseminated throughout the section. Work Schedule: Monday - Friday, 8:00am - 4:30pm EST Telework: 3 days per Pay Period Virtual: This is not a virtual position. Functional Statement #: 000000

Requirements

Qualifications

BASIC REQUIREMENTS. a. 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.). b. Experience and Education. (1) 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, (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. c. Certification. None required. d. 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. e. 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. f. Physical Requirements. See VA Directive and Handbook 5019. 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. GRADE REQUIREMENTS. a. Creditable Experience (1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting]. Experience satisfying this requirement may be paid/non-paid employment as an MSA or [an equivalent position in a non-VA hospital or clinic setting]. (2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of [varieties] as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. 4 (3) Part-Time Experience. Part-time experience as [an MSA or equivalent administrative patient support in] a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, [an] MSA employed 20 hours a week, or on a 1/2-time basis, would receive [one] full-time workweek of credit for each [two] weeks of service. Grade Requirements: Lead Medical Support Assistant, GS-7 (a) Experience. One year of experience equivalent to the GS-6 grade level. (b) Assignment. The Lead MSA [is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists 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. Assignments at this level include, but are not limited to: 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; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff 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. (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: i. 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. ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. iii Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. iv. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff. v. Ability to provide staff development and training. vi. 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. 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). Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-7.. The actual grade at which an applicant may be selected for this vacancy is GS-7. Physical Requirements: Light lifting (under 15 lbs.); light carrying (under 15 lbs.); reaching above shoulder; use of fingers; walking (intermittent); standing (intermittent); hearing (aid permitted); clear speech. The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking, standing, bending and carrying of light items like papers or books. No special physical demands are required to perform the work.

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 Maryland Health Care System 10 North Greene Street Baltimore, MD 21201 US
• Name: Padmini Elayath
• Phone: 6123697619
• Email: [email protected]