The Lead Medical Support Assistant (MSA) position serves as the Lead Scheduler for the Referral Coordination Team (RCT). The RCT Lead Medical Support Assistant consists of dedicated clinical staff and clinical support staff whose primary goal is to streamline the referral process to ensure that every Veteran has a complete picture of their care options so he/she can make the most informed care decisions and schedule their appointment in VA or the community.
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. (1) 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, (2) Education. One year above high school; OR, (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable 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) - 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. 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 7. . The actual grade at which an applicant may be selected for this vacancy is in the range of GS 6 to GS 7.Physical Requirements: The work of this position is primarily sedentary in an office setting, primarily while seated working closely with others or alone. There may be some walking, standing, bending, kneeling, lifting no more than 45 pounds, reaching above shoulder, driving an automobile, etc. The work environment typically involves everyday risks or discomforts which require normal safety precautions typical of a medical office and/or meeting or training room. The Advanced 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 (ACD). 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. See VA Directive and Handbook 5019.
The RCT Lead MSA is responsible for interpreting and verifying provider orders in accordance with VHA national scheduling guidelines to schedule, cancel, re-schedule patient's consult appointments. Duties include, but are not limited to: Performs assigned duties in a manner that promotes quality health care, outstanding customer service, and the maintenance of an environment committed to serving the veteran. Reports any backlogs and any difficulties in meeting deadlines. · Performs assigned duties in a manner that promotes quality health care, outstanding customer service, and the maintenance of an environment committed to serving the veteran. Reports any backlogs and any difficulties in meeting deadlines. Schedules appointments and manages worklists as outlined in VHA policy · Schedules a consult appointment for the patient. Accurately maintains the consult tracking package. Maintaining consults includes changing the consult status each time the consult is processed, such as: Reviewed by: received and scheduled. When the clinic does not have availability, the incumbent contacts the clinical members of the RTC for treatment options (e.g. virtual care, community care, interfacility care). · When unable to schedule the consult due to capacity and where the Veteran indicates s/he prefers VA care, the incumbent tags the consult appropriately using the "Unable to Schedule" tab in the Consult Toolbox (CTB). · Determine Community Care eligibility by running the Decision Support Tool (DST) or through alternative means. Makes appointments more convenient for the Veteran by combining appointments when possible and giving the patient any upcoming appointments prior to leaving the clinic area · The Lead MSA monitors all specialty consults and ensures veterans are scheduled in a timely efficient manner for both internal consult as well as community care consults. He/she will disposition consults per national scheduling guidelines and communicate veteran's scheduling preferences in accordance with referral coordination guidelines. Scheduling attempts and preferences will be ascertained and documented within the consult management section of the patient electronic medical record. · The Lead MSA will utilize the consult tracking management (CTM) program to schedule appointments, mail letters, and disposition all specialty consults. Ensures maximum utilization of clinic appointments by filling open appointment slots as cancellations occur. · The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model and performs all related duties; customer service and other duties assigned for the proper and timely treatment of patients that are referred for specialty consultation. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. · The Lead MSA must use various software, hardware system products, and data portals used to transfer, and capture information electronically used in the support of the daily operation of the clinic. This includes and is not limited to Vista, HSRM, CPRS (including CTB), VSE, Insurance Capture Buffer (ICB), VSSC Reports, Scheduling Manager, Consult Tracking Manager (CTM), and Microsoft applications to accurately enter or extract information. He/she must have knowledge of commonly used medical terminology, abbreviations, and VA acronyms and their meaning. Participates in the team huddles and team meetings (for their assigned team) where patient care planning and management occur. Relays messages to team members when appropriate. · The Lead MSA explains requirements and criteria for many different areas such as prosthetic devices, medications, dental care, outside referrals and/or community care, and any special procedure which may be necessary or requested to veterans. · The incumbent(s) ensures confidentiality of the variety of material that will be handled by following the organization's rules and regulations governing confidentiality, including but not limited to the Privacy Act, HIPAA, the Freedom of Information Act (FOIA), and 38 U.S.C. 7332 governing the release of records containing information regarding the treatment of drug and/or alcohol abuse, Sickle Cell Anemia and infection with Human Immunodeficiency Virus (HIV). Work Work Schedule: Monday - Friday Days, Hours determined by Supervisor. Financial Disclosure Report: Not required. Functional Statement #: 50931