Lead Medical Support Assistant - Community Based Outpatient Clinic - Health Administration Service

Summary The Greater Los Angeles Healthcare System is seeking a candidate to fill a Lead Medical Support Assistant vacancy located at the Bakersfield, Community Based Outpatient Clinic. The work includes functions such as serving as an initial point of contact for the units, outpatient clinics, and patients, to include, scheduling appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems. Responsibilities The Lead Medical Support Assistant (MSA) will be assigned to the Community Based Outpatient Clinic (CBOC) located in Bakersfield under the Health Administration Service. Duties include but not limited to: Ensuring accurate and timely scheduling of appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. In addition, interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: schedule, cancel no-show appointments and utilize the Electronic Waiting List accurately in a timely manner. 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. The incumbent explains VA's mandate to collect insurance information to veterans, their families, and other eligible patients. Collects, scans, and updates health insurance information serving a major role in the revenue process. Promote veteran registration for and utilization of my Health eVet (MVH), online personal health record for veterans. Performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. Incumbent must screen / receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desire using privacy rules and established clinic processes. Incumbent must assist with clinic access contingency plans by adjusting appointment times, locations, or dates as well as shift patients to the healthcare providers as conflict with staffing and / or coverage occurs. Incumbent must use each interaction with the patient to validate and update patient demographic information, in-person, during check-in, or over the phone. Daily review of active / pending consults, Electronic Wait List, Recall List and Audio care communications for accuracy and disposition. Performs timekeeping responsibilities for the assigned time and leave group(s) in accordance with all Veterans Health Administration policies, directives and procedures. Work Schedule: Full-time, Monday through Friday, 8:00 a.m. - 4:30 p.m. (Hours may vary, depending on the Service Line's Needs) Telework: Not Available Virtual: This is not a Virtual Position. 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: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience: Six (6) 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 (1) 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. 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.j. 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). Grade Determinations: To qualify for the GS-07 level, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for the grade. Be specific when describing the job duties that demonstrate you possess the KSAs listed. Resume must include hours per week for work experience credit. (a) Experience. One year of experience equivalent to the [GS-06] grade level which includes: Collaborating with medical clinicians across multiple disciplines, scheduling interdisciplinary appointments, and possessing an advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community OR providing staff development and training, delegating responsibilities/assigning workload to other staff members, following up on issues, and reviewing and monitoring data to ensure reports are complete and accurate. (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. (c) Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition, you must demonstrate ALL of the following KSAs in your resume: 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.The full performance level of this vacancy is GS-07. Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, walking, bending, and carrying of items such as training manuals. The Lead MSA is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone. In addition, there can be increased stress due to the Intensity-of a patient/customer complaint or concern. The work area is adequately lighted, heated, and ventilated. Education There is no education substitution for this grade level. 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.