The Lead MSA serves as the link between clinical staff providing treatment on a day-to-day basis and the administrative staff processing patients. Areas of assigned responsibility require daily personal contact with a wide variety of individuals from all walks of life. The Lead MSA in this assignment plays an independent role coordinating and accomplishing the work unit.

Duties

This position is located at the Arecibo Community Based Outpatient Clinic. The Lead Medical Support Assistant within the Corporate VACHS have the responsibility for coordinating a variety of complex Health Administration Service (HAS) programs. The Lead Medical Support Interacts with patients, visitors, staff, students and volunteers and provides information and assistance in order to facilitate effective and efficient operation of the HAS under their lead. The Lead Medical Support Assistant is also responsible for the oversight of ongoing HAS programs, new HAS initiatives, mandatory training and information training material in each section. The success of these programs is critical for the VA in providing accessibility and quality health care to our veterans. Major Duties, but are not limited to: Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model at a specialty care setting where the patient aligned care team model (Behavioral Health Interdisciplinary Program). Supports the Outpatient Clinics of the Medical Center and can be pulled to work in any clinic, due to low staffing or assigned consults from any clinic, due to backlog. Receives and routs all veterans who report to the facilities for scheduled and unscheduled examinations and appointments. Coordinates patient's laboratory, radiology and other essential tests. Explains in detail to the veterans about their appointments ensuring they understand what they must do and where they must go to complete their work-up schedules and provides appointment dates. Assures that patients are electronically checked-in for their appointments and clinicians are notified. Confirms with patient that the demographic information is still accurate. Refers patients to the appropriate area for proper test performance before the scheduled appointment. Identifies health insurance for veterans seeking care. Assists in orienting and advising physicians, residents and interns on VA regulations, policies and procedures on patient care administrative matters. Provides orientation and information of changes in VA policies, directives, local procedures, and programs to clinical staff and house staff. Attends clinical staff meeting to help solve patient processing problems. Identities and summarizes problem areas and submits those findings in writing to Supervisory MSA along with recommended resolutions. Maintains the flow and quality of assigned workload, establishing priorities, and making daily adjustments to provide beneficiaries with expeditious and caring services. Ensures that data is entered accurate and timely to prevent error codes and loss of revenue due to inaccuracies. Ensures that the appointment management menu is completed and checked out without inconsistencies. Retrieves orders and schedule appointments for patient as ordered by clinical staff. Schedules appointments in accordance to the time frame established in the physician's orders. Completes the process of each appointment scheduled daily by using the Scheduling Activity Package. Enters data related to each scheduled appointment including Check-in, service-connected related appointment, no-shows and others as required by the current scheduling packages and national and local procedures. Verifies encounter completion including check out, provider, diagnostic code, and CPT codes. Identifies veterans requiring new co-pay, Means Test and routing them appropriately upon arrival to the appropriate area for completion of the tests. Cancels and reschedules patients calling for changes of appointments. Gives general information about eligibility, medical service availability, and other related matters. Sets and manage priorities. Complies daily with tasks assigned (RTC's, encounters, consults, etc.) Searches into the CPRS system, the medical and administrative records for specific information needed such as diagnosis, health insurance coverage, service­ connected conditions to determine eligibility for outpatient care, prosthetics and other related services. Work Schedule: 07:30am-04:00pm Monday-Friday Compressed/Flexible: Not Available Telework: This position is not eligible for telework Virtual: This is not a virtual position. Functional Statement #:60437F 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/Spanish Language Proficiency: Must be proficient in spoken and written English/Spanish in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. Experience and Education. 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. 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). 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. Grade Determinations: Lead Medical Support Assistant, GS-679-7 Specialized Experience. One year of experience equivalent to the GS-679-6 grade level. GS-679-7 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. 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. 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-679-07. Physical Requirements: The Lead Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.

Education

There is no substitution of education at the GS-679-07 grade level.

Contacts

• Address San Juan VA Medical Center 10 Calle Casia San Juan, PR 00921 US
• Name: Bryan Lewis
• Phone: (813)-816-7155 X100177
• Email: [email protected]