This position is located in Health Administration Services at the Ralph H. Johnson VA Medical Center in North Charleston, SC. The Lead Medical Support Assistant is responsible for a wide range of assignments and provides administrative support to the Section.

Duties

The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Assures coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of 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; organizing the work structure of his/her assigned areas; and acting as liaison between MSA and staff in order to resolve day to day conflicts. Other assigned duties are not limited to: The Lead MSA will monitor and make work assignment for all MSA's and provide input on performance, resolve daily workplace issues and maintains efficient workflow. Independently plans, organizes, and executes work through leadership and management of assigned staff to meet requirements and complete the duties and responsibilities of this position. Familiar with the MSA related VHA Directives, policies and procedures. Knowledge of patient eligibility for VA medical care, priorities for care, release of information, HIPPA laws and the Medical Fee Basis programs. Responsible for assisting with oversight and completing Quality and Assurance audits of medical record scanning performed by all MSA's. Performs duties including, but not limited to: updating demographic information, updating BMS Whiteboard, collecting insurance for third party collections, processing patient movements, and scheduling appointments. Must have a solid knowledge of multiple systems and current computer technology. Skills in compiling readily available data from prescribed sources. Responsible for reporting backlogs, difficulties in meeting deadlines, etc. to the supervisor, to include recommendations and plans for resolution. Schedules outpatient clinic appointments using Veterans Health Information Systems and Technology Architecture (VistA) scheduling options. Possess working knowledge of inpatient and clinic processes and services. Provide administrative support to variety of staff and other members of the interdisciplinary team. Must provide excellent customer service and must adhere to VA local, National and Service policies and procedures. Performs other duties as assigned. Work Schedule: Monday-Friday, 07:45am - 4:15pm. Telework: This position is not telework eligible. Virtual: This is not a virtual position. Functional Statement # 092660 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): 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. English Language Proficiency: Applicants appointed to direct patient care positions must be proficient in spoken and written English. 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; 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. Grade Determinations: For GS-7 (Lead Medical Support Assistant) - In addition to the basic requirements, candidates must have the following: Experience: One year of specialized experience equivalent to the next lower grade level (GS-6). Examples of specialized experience include, but are not limited to the following: Coordinating with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensuring that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments; developing/maintaining effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc.); technical competency in the use of Vista and CPRS systems is required; must have knowledge of eligibility for VA medical care, priorities for care, release of information, Health Information Portability and Accountability Act (HIPAA) Laws, and the Medical Fee Basis programs; must have knowledge of and be able to provide information about VA Medical Care Cost Recovery Program to patients regarding insurance data collection and revenue collection; participating in team meetings to manage and plan patient care; setting priorities and deadlines for the team, adjusting the flow and sequencing of the work to meet team and patient needs; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider. IMPORTANT: Education cannot be substituted for the one year of specialized experience required at this grade level. Lead Medical Support Assistants at this level must demonstrate ALL of the Knowledge, Skills, and Abilities (KSAs) below. If selected for the position response to the KSAs need to be completed on plain paper, with a narrative description of experience, education, and training as it relates to each KSA. 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 5005/53 Part II Appendix G45, Medical Support Assistant Qualification Standard https://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf. Physical Requirements: The work of the positions is primarily sedentary; employee is required to sit for long periods of time answering repetitive calls throughout the shift.

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 Ralph H Johnson Department of Veterans Affairs Medical Center 109 Bee Street Charleston, SC 29401 US
• Name: Robyn Eubanks
• Email: [email protected]