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(USA-MN-Avon) Lead Medical Support Assistant

Posted 11 months ago

Summary The incumbent serves as a Medical Support Assistant (MSA) in the Primary and Specialty Medicine service line, Care in the Community department. The incumbent performs clerical and administrative support in the coordination, care, and treatment provided to patients throughout the Care in the Community department in the St. Cloud VA Health Care System (VAHCS), including all Community Based Outpatient Clinics (CBOCs). Responsibilities Major duties include, but are not limited to the following: Monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Assures coverage of all areas of responsibility. Conducts ongoing reviews to ensure quality of work. Ensures accurate and timely scheduling of appointments. Provides guidance to staff members to include changes in policies and procedures; distributing and balancing workload. Creates and maintains employee work schedules. Orients and provides on-the-job training for new and current employees; ensuring all training requirements are met. Organizes the work structure of his/her assigned areas; acting as liaison between MSA and supervisor in order to resolve day to day conflicts. Works collaboratively in an interdisciplinary coordinated care delivery team model. Ensuring that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. Develops/maintains effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and community facilities. Assists with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; notify patients of normal lab results; develop and manage a tracking system for follow up care such as consults, tests, etc. Participates in team huddles and team meetings to manage and plan patient care Sets priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. May work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; fax and upload pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work). Manages electronic wait list to verify and validate accuracy and resolve issues. Participates and provides input in problem solving on operational issues or procedures in team meetings. Performs 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. Evaluates patient information to determine eligibility for the multiple care in the community programs.; educating providers, community facilities about shared patients, those who receive their care at multiple VAs or those who have care in the community. Serves as control point official for designated Care in the Community fund control points. Ensures Care in the Community unit obligations are entered and adjusted appropriately and timely. Tracks amount spent on all Care in the Community. Ensuring that authorization include the correct Category of Care, Fee Purpose of Visit Code, appropriate cost estimation, and is obligated to the correct control point and obligation. Performs a daily audit of all authorizations entered by staff to ensure that authorizations are complete and accurate, maximum VERA reimbursement, and the correct obligation of funds. Responsible for pulling, reviewing and evaluating data for the daily workload and distributing amongst the available staff to ensure authorizations are entered timely for Care In The Community. Completes recurring and special reports as requested by supervisor. Assists with preparation of drafts and replies to executive level and controlled correspondence for the signature as directed by supervisor. Including senatorial and congressional inquiries, inquiries from service organizations, Federal, State, Local and private organizations, as well as from Veterans and/or representatives. Composes and types various letters, reports, forms and other appropriate correspondence pertaining to Care in the Community. Uses reports to ensure that consults are received, and scheduled in an appropriate time from by subordinate staff. Monitors the status and age of Care in the Community consults through-the use of the Consult Tracking Reports. Monitors consult reports to identify trends in the use of Care in the Community and reports changes to supervisor as necessary. Completes audits as directed by supervisor. Must be able to read and interpret data printouts and utilize information in performance of duties. Work Schedule: Monday through Friday; 8:00am - 4:30pm Telework: Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. You may be required to serve a probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. 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.). 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. 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. Foreign Education: T 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. Physical Requirements: See VA Directive and Handbook 5019. 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. Grade Determinations for GS-7 In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below. Experience: One year of experience equivalent to the GS-6 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Examples of experience may include: Collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met Independently set priorities and organize work to meet deadlines, ensuring compliance with established procedures, policies and regulations; Communicate tactfully and effectively, electronically, by phone, and in writing, with internal and external customers This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns Acquired advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. Acquired advanced knowledge of polices and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability etc. Acquired advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. -AND- Demonstrated Knowledge, Skills, and Abilities Candidates must demonstrate all of the KSAs 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. Preferred Experience: Knowledgeable of medical terminology and scheduling. References: VA Handbook 5005/117, PART II, APPENDIX G45 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: 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: Additional Information This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being.

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