VA Community Care (VACC) is recruiting for a Lead Medical Support Assistant within the VA San Diego Healthcare System. Patient care is delivered in a team based model. Members of a team may include Supervisory Medical Support Assistants, Lead Medical Support Assistants, Program Support Assistants (PSA), Registered Nurses (RN) and AMSAs.

Duties

Major duties include, but are not limited to: Distributes and balances workload. Reviews work measurement procedures, analyzes data and prepares instructions to implement changes. Assists assigned MSA Supervisor in formulating plans; evaluating operations and developing procedures. Provides comprehensive training for all users of systems; works with assigned MSA Supervisor to analyze and resolve section problems; provides problem trend data and proposes solutions. Prepares and maintains applications, placing hardware, and integrating innovations, generates patient workload reports for validation and monitors activity in the community to assure consistent and accurate reporting. Incumbent develops and maintains effective working relationships with all staff in determining priorities of activities in support of direct patient care. Provides technical advice, administrative support, coordinates and services as point of contact for veterans, family members and community providers. May direct work of employees in the absence of the MS Supervisor. Provides extensive training to new employees within the section as well as a leader to them once the training period is complete. Authorizes and coordinates care under the direction of assigned MSA Supervisor. Analyses, resolves and responds to complaints. Making purchases using a Government Purchase Card (GPC). Serving as a Timekeeper for the service. Authorizing care in the community and coordinating care with community providers, to include, interpreting community care policy and verifying care is coordinated in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patients appointments and/or consults and authorizations; entering no-show information; monitoring both inpatient and outpatient authorizations for areas of responsibility; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers authorizations to other VA facilities or private hospitals and performing eligibility determinations. Serves as the communication coordinator for the team. Assures that all visitors and telephone calls are referred in a prompt and courteous manner. Ascertains the nature of the call or the business of the visitor and determines the appropriate action. Incumbent will assist with requests for information from patients and/or staff members but when the situation cannot be resolved, refers individual to the appropriate person or service. Relays messages to team members when appropriate. Acts in the capacity of liaison between patients, community providers, team members as well as specialty and ancillary services. Provides information and technical support on availability of services, points of contact and necessary authorizations and approvals. Actively participates in team efforts. Looks for delays in processing or problems in providing care and will recommend action to resolve these problems. Listens to all customer/patient feedback, positive and negative, acts to resolve complaints within his or her control, and reports feedback to management (or team leader) in a timely manner. Obtains all key information needed and initiates administrative processing of approved community care consults in a timely manner. All key information must be acquired before creating authorizations. Key information includes the next available VA appointment date/time, patient scheduling preferences, the associated Standard Episode of Care (SEOC) and approval from the Delegation of Authority(DA). Has a thorough functional knowledge of all San Diego Healthcare System's activities and operations and is able to direct patients to appropriate areas and services. Work Schedule: To be determined Compressed/Flexible:Not available Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: Lead MSA - GS-0679-07 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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. 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).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. Grade Determinations:GS-07: One year of experience equivalent to the GS-6 grade level and can demonstrate the following Knowledge, Skills, and Abilities below: 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. References: VA Handbook 5005/117, Part II, Appendix G45, Qualification Standards Medical Support Assistant GS-0679 The full performance level of this vacancy is GS-07. Physical Requirements: Light lifting/carrying (under 15 lbs.). Work requires the use of a keyboard, computer and video display screen for up to six hours intermittent per day. Intermittent walking is necessary to pick up, transfer and deliver records and other documents needed for patient care. Use of fingers, both hands required, hearing (aid permitted), working closely with others, working alone.

Education

No Substitution for Education

Contacts

• Address San Diego VA Medical Center 3350 La Jolla Village Drive San Diego, CA 92161 US
• Name: Nancy Parks
• Phone: 361-910-3699
• Email: [email protected]