Summary The Lead Medical Support Assistant (MSA), within Louis A. Johnson VAMC, Clarksburg, West Virginia; will be required to work in various Inpatient wards, Outpatient Clinics, as well as all Community Based Outpatient Clinics (CBOC's), and all business operations that fall within Health Administrative Services (HAS). The primary role of the Lead MSA is to assure consistency and high quality of work of MSA clerks and business office staff. Responsibilities Must screen/receive phone calls in a courteous and timely manner, determine the nature of request, and provide the information desired in accordance with VHA privacy regulations and established release of information processes. S/he is responsible for accurate appointment management and the coordination of all administrative information between the professional staff and the Veteran. This includes checking-in Veterans for appointments, updating, and verifying demographic information, scheduling and rescheduling appointments, obtaining insurance information upon every visit. S/he independently handles scheduling problems and deviations based on obtained knowledge of clinic/ward operations and policy, schedules, and provider preferences. S/he explains the VA's mandate to collect third party insurance information to Veterans, their families, and all eligible patients. S/he scans and updates health insurance information upon every visit. Utilizing the Recall reminder software, s/he must maintain appointment recall data accurately and consistently. Incumbent properly documents if Veteran is deemed ineligible for services and forwards the information to the appropriate staff. S/he refers incomplete check-outs to the Provider for prompt completion. Performs daily review of active/pending consults, Recall list and Audio care communications for accuracy and disposition per VHA policies and as assigned Performs ongoing reviews of the Insurance Capture Buffer (ICB) for third party insurance capture. lncumbent(s) working on inpatient wards are responsible for processing, verifying, extracting Provider orders from CPRS; as well as clearing unverified orders daily and filing appropriate forms. Processes Veteran Identification Cards (VHIC) as required. Encourages Veteran registration for and the utilization of My HealtheVet (MHV). S/he must coordinate efforts to ensure all aspects of duties are accomplished with efficiency and of high quality and must report all backlogs immediately to their supervisor. S/he must assist with access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other community healthcare providers as conflicts with staffing and/or coverage occurs. Incumbent is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. The Lead MSA participates in team led huddles and/or team meetings where patient care planning and management occur, except during staff shortages for coverage. Lead MSA's will be familiar with Veterans Choice program and address questions about the program from Veterans and staff. Coordinates administrative services for Veterans, family members, caregivers, and general public, administrative, and clinical staff to insure continuity of inpatient and outpatient care. Incumbent develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care. Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. Responsible for completion of transparent spreadsheets used for tracking, as directed. Schedules appointments and utilize the VCUEWL accurately in a timely manner. All appointments will be made with the patient's input; whether made in person or via phone. This may require a high level of coordination to avoid patients having to make multiple trips to community providers. Incumbent intervenes to resolve difficult problems and diffuses potential dissatisfaction with VA services in order to prevent congressional and adverse publicity. Incumbent must completely understand and be able to explain complex regulations and eligibility criteria concerning veterans' entitlements and VA benefits, priorities for care, access to care, and advanced clinic access. The work requires the ability to work in a fast-paced environment, with changing priorities to ensure compliance, as well as process and follow-up on a very high volume of phone calls or written requests from patients inquiring about appointments or their status on the Veterans Choice List. The work requires a high degree of judgment, fact-finding, and coordination with people at various levels (patients, management, VISN). Additional duties or tasks may be assigned by the incumbent's supervisor and/or a higher-level manager to ensure efficient daily operations. Work Schedule: Monday - Friday; 8:00am - 4:30pm 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 RESUME REQUIREMENTS - Your resume MUST include the following information: Job Title (for each position) Description of duties (be as detailed as possible) Month and year start/end dates (e.g. June 2018 to April 2020) of employment Full-time or part-time status (include average hours worked per week) 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. Selective Service Registration is required for males born after 12/31/1959.You must be a U.S. Citizen to apply for this job. 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. 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. c. Physical Requirements: Must have the mental, emotional and physical ability to satisfactorily perform the duties of the proposed assignment and pass the requisite laboratory and other screening as required by Federal regulatory agencies and meet the physical demands as described below. d. 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).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 GS-07: To qualify at this grade level, you must meet the following; Experience: One year of experience equivalent to the GS-6 grade level. GS-06 experience would include: Coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. 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. 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. 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. Knowledge, Skills and Abilities GS-07: In addition, the candidate must demonstrate all of the following Knowledge, Skills and, Abilities (KSAs) on their 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. PREFERRED EXPERIENCE: 1 year experience as an Advanced Medical Support Assistant. Advanced knowledge of medical terminology 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). References: VA HANDBOOK 5005/117, PART II, APPENDIX G45 The full performance level of this vacancy is a GS-07. The actual grade at which an applicant may be selected for this vacancy is a GS 07. Physical Requirements: VA Directive and Handbook 5019 Work is partially sedentary, with frequent walking, standing, bending. carrying of light items such as papers and books, or small parts. Some slight physical effort may be required. Incumbent may be susceptible to eyestrain from working long hours on the computer. 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: http://ope.ed.gov/accreditation/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. 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.