• Job Description

  Req#: 810721900
  The Community Care Department within the Buffalo VA Medical Center is looking for one (1) Lead Advanced Medical Support Assistant. The Lead Advanced MSA serves as the foreman and primary trainer of MSA's assigned to the Buffalo VA HCS Community Care Department.
  
  Duties
  
  
  The Lead Advanced Medical Support Assistant (MSA) performs a variety of administrative functions associated with patient care in the Community. In this position, the incumbent will serve as the primary trainer for all MSA's assigned to the Community Care department. The incumbent will also be responsible for ensuring timely coordination of patient care in the community. As such, the incumbent must have knowledge of VA policies, regulations, guidelines and processes as they relate to patient scheduling practices, consult management, dialysis processing, and both inpatient and outpatient authorizations for care. In addition, incumbent must have knowledge of the Community Care, CCN and the Mission Act Programs and processes; as well as an advanced understanding of medical terminology/abbreviations; and must keep abreast of rapidly changing regulations, directives, memorandums, software programs, and processes that are involved in the delivery of the healthcare in the community.
  
  As the department lead, the incumbent must be able to organize work, set priorities, and meet established deadlines. Incumbent must demonstrate advanced technical competency in used the integrated electronic medical record system (to include VistA, CPRS, REFDOCS, Consult Tracking Manager (CTM), Health Share Referral Manager (HSRM), as well as the various software, programs, and policies of the Community Care Program. Incumbent must demonstrate excellence in customer service and must have an advanced understanding of the Privacy Act, HIPAA rules/regulations, and the Freedom of Information Act as they relate to the handling of confidential and sensitive patient information.
  
  Incumbent must be able to effectively train assigned MSAs, ensuring they are highly proficient, are able to achieve established performance measures within their area, and are in compliance with established policies and regulations.
  
  The lead Community Care MSA must meet deadlines and adhere to annual Veteran Health Administration (VHA) training requirements, have knowledge of quality assurance and performance improvement principles, and ensure these administrative measures are achieved during the performance of their duties. In addition, incumbent must be knowledgeable of Joint Commission requirements specific to his or her job, such as patient rights emergency preparedness, information security, ethical conduct, and environment of care.
  
  Incumbent must possess thorough knowledge of clinic processes and services and be able to interact with various clinicians and providers throughout the hospital to ensure efficient coordination of patient care in the community. The Community Care Lead MSA must understand local and national scheduling policies, have an exceptional knowledge of consult management, have advanced knowledge of outpatient scheduling, inpatient notifications, creating of both outpatient and inpatient authorizations, contracting of dialysis care, eligibility for care using software and web applications.
  
  INCLUDING BUT NOT LIMITED TO:
  Mail (incoming mail and sorting)
  Renaming incoming faxes in que, print faxes requiring review (reschedules, appts info, Request for Service (RFS) reviews, etc) and deliver to appropriate persons
  Med records that come in through the mail - review, add last 4 and scan to fax que and label accordingly.
  Phone back up and relief (refaxing referrals or providing authorization information, clarifying appt info, forwarding calls to correct MSA)
  Mail Veteran referral letters
  
  Work Schedule: 8:00 a.m. - 4:30 p.m.
  Virtual: This is not a virtual position.
  Functional Statement #: 21N76-O
  
  
  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.
  
  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.
  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.
  
  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: Lead Medical Support Assistant, GS-7
  
  Experience. One year of experience equivalent to the GS-6 grade level.
  
  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.For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.
  
  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.
  
  Preferred Experience: At least two years in the medical field with leadership experience or 3-5 years of experience in the medical field
  
  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-5. The actual grade at which an applicant may be selected for this vacancy is GS-7.
  
  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.

• About the company

  The United States Department of Veterans Affairs (VA) is a Cabinet-level executive branch department of the federal government charged with integrating life-long healthcare services to eligible military veterans at the 1700 VA medical centers and outpatient clinics located throughout the country.

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