The incumbent is an integral member of the Caregiver Support Program (CSP) within the Rehabilitation and Extended Care (REC) ICC at the Minneapolis VAHCS, a Complexity Level 1 facility. The Caregiver Support Program serves Veterans and their Caregivers who are eligible for the Program of Comprehensive Assistance for Family Caregivers (PCAFC) and those who have general Caregiver needs.
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: Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. 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. 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. 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. 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. GRADE REQUIREMENTS: Lead Medical Support Assistant - GS-7 Experience One year of experience equivalent to the GS-6 grade level, Examples of experience may include: 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: 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. 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. Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.
VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs Total Rewards of a Allied Health Professional Duties may include but not be limited to: Plans, distributes and balances workload among employees in accordance with priorities, established workflow, job specialization, and the capabilities of the employees. Sets and adjusts short-term priorities. Assures timely accomplishment of the workload. Promotes team building. Performs a variety of administrative functions which includes management of program/clinic day-to-day operations and assisting with clinic access contingency plans, assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure quality of work, ensuring timely & accurate scheduling of appointments, providing guidance to staff members to include changes in policies and procedures, distributing and balancing workload. Manages clinic appointments using established business rules including but not limited to consultations, scheduling, electronic wait lists, recall reminder, encounter action required reports, insurance capture, AudioCare, and missed opportunities. Possesses knowledge of VHA Directives, Facility Policies and Standards of Practice, and Department/Program Policies and Standards of Practice as related to appointment scheduling processes and procedures, consult management, and access to care. Applies this knowledge to clinic/program operational activities. Maintains records and statistical data as requested for the purpose of clinic utilization, access, and efficiency reports. Collects and compiles information as needed to carry out the work of the program, clinic, and department. Possesses knowledge of quality assurance/performance improvement and system redesign principles. Conducts routine audits as related to appointment scheduling and consult management. Creates and implements ways to eliminate or reduce significant bottlenecks and barriers to efficiencies. Orients/Instructs staff in basic and administrative policies and procedures related to appointment scheduling, consult management, and other clinic/programs administrative reference materials and written instructions. Updates online resources for training and communicates to department staff. Is aware of safety concerns, regulations, policies and procedures, and employs appropriate safety practices. Hears and resolves complaints from employees. Refers group grievances and more serious unresolved complaints to a higher-level supervisor. Utilizes a variety of telehealth technology, is able to determine the most appropriate technology to utilize in a variety of situations. Possesses advanced knowledge of medical terminology and abbreviations. Demonstrates ability to effectively communicate with clinicians and correctly interpret medical records. Ability to communicate tactfully and effectively, both orally and in writing in order to meet clinic/program objectives. This may include preparing reports in various formats and presenting data to various organizational levels. Routinely and timely shares pertinent information. Works with the rehabilitation team and Department Leadership to develop and maintain agency level operating procedures to ensure smooth operation of outpatient clinics. Refers all questions requiring immediate medical attention to appropriate health care team member. Fields and resolves customer complaints. Refers more serious unresolved complaints to a higher level supervisor. Routinely explains technical procedures related to the telehealth technology to Veterans, Caregivers and VA providers to assist in the completion of telehealth visits. Work Schedule: Administrative Days Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Ad-Hoc Only Virtual: This is not a virtual position. Functional Statement #: 000000