Lead Medical Support Assistant (Conway CBOC)
The Lead Medical Support Assistant performs a variety of administrative functions associated with the scheduling of patient care for the Primary Care department at the VA Medical Center. A). Provides educational sessions to train new employees in clerical process in an efficient and effective manner to ensure that clerical processes, functions and goals are understood and met. B). Must have knowledge of VA policies, regulations, guidelines and process as they relate to the scheduling of patient appointments, consults, NEAR, Electronic Wait Lists, and pre-appointment clinical requirements (i.e. labs, EKGs, x-rays) to ensure readiness for the patient visit. C). Monitor's clinic's access to care D). Monitors ICB usage ensuring insurance is collected at the time of appointments and captures appropriately by the scheduling staff. E). Screens/receives phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes. F). Assists with the clean-up of the EARR (Encounter Action Required Report) and delinquent recall support; supports clinics regarding utilization and clinic profile management i.e. set-up of clinic grids, cancel and restore clinics. G). Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient. H). Additional duties or tasks may be assigned by the supervisor to ensure daily operations. I). Must have the ability to learn the technical competency in the use of VISTA, VSE, CPRS, ICB/scanners, Vet-Link, and Kiosks. Appointment Scheduling:
Incumbent schedules outpatient appointments using VS GUI (primary) and VISTA (when necessary). Uses established business rules to schedule appointments for Veterans. This includes clinic visits, consultations and entries into the Electronic Wait List (EWL). Complies with the mandatory training requirements for the outpatient scheduling process. Work Schedule:
Monday - Friday; 8:
00 am to 4:
30 pm Telework:
Eligible Travel:
Occasional Financial Disclosure Report:
Not required 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. Must be proficient in spoken and written English. One year of experience equivalent to the next lower grade level. Qualifying experience must be at a level comparable to MSA experience at the next lower grade level. 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. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities. Experience satisfying this requirement may be paid/non-paid employment as a MSA. Demonstrated Knowledge, Skills, and Abilities:
Candidates must demonstrate the KSAs below:
1. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. 2. Skill in communicating with individuals in order to obtain the desired effect, ensuring compliance with established policies and regulations. 3. Ability to provide staff development and training. 4. Ability to manage staffing requirements, manage priorities, and coordinate work in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrating an understanding of the impact of incomplete work. 5. Ability to review and monitor data to ensure all reports are complete and accurate. Assignment. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Assignments at this level include, but are not limited to:
assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between MSA and staff in order 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. References:
VA Handbook 5005/53, Part II, Appendix G45 Physical Requirements:
The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.
Estimated Salary: $20 to $28 per hour based on qualifications.
Incumbent schedules outpatient appointments using VS GUI (primary) and VISTA (when necessary). Uses established business rules to schedule appointments for Veterans. This includes clinic visits, consultations and entries into the Electronic Wait List (EWL). Complies with the mandatory training requirements for the outpatient scheduling process. Work Schedule:
Monday - Friday; 8:
00 am to 4:
30 pm Telework:
Eligible Travel:
Occasional Financial Disclosure Report:
Not required 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. Must be proficient in spoken and written English. One year of experience equivalent to the next lower grade level. Qualifying experience must be at a level comparable to MSA experience at the next lower grade level. 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. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities. Experience satisfying this requirement may be paid/non-paid employment as a MSA. Demonstrated Knowledge, Skills, and Abilities:
Candidates must demonstrate the KSAs below:
1. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. 2. Skill in communicating with individuals in order to obtain the desired effect, ensuring compliance with established policies and regulations. 3. Ability to provide staff development and training. 4. Ability to manage staffing requirements, manage priorities, and coordinate work in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrating an understanding of the impact of incomplete work. 5. Ability to review and monitor data to ensure all reports are complete and accurate. Assignment. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Assignments at this level include, but are not limited to:
assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between MSA and staff in order 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. References:
VA Handbook 5005/53, Part II, Appendix G45 Physical Requirements:
The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.
- Department:
0679 Medical Support Assistance - Salary Range:
$43,251 to $56,222 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
