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Duties include but not limited to:

• Responsible for daily workload assessments,assigning work and assuring proper staffing coverage; evaluating training records, conducting appointment audits, and determining training needs of MSAs to provide support across interdisciplinary settings.
• Assists the unit or clinic 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: conducting phone audits,distributing and balancing the workload among employees, in accordance with established work flow or job specialization, assuring timely accomplishment of the assigned workload.
• Monitors the status and progress of work, and makes day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise.
• Provides on the job training for employees in accordance with established procedures and practices.
• Provide Training and education to MSA employees in the Department related to scheduling and daily operations.
• Works collaboratively in an interdisciplinary care delivery model and performs receptionist, customer service, and administrative duties for the proper and timely treatment of patients.Must demonstrate substantial skill in planning, organizing, problem solving and decision-making.
• Demonstrate a high level of oral and written communication skills.
• Provides administrative support to our clinical colleagues in the care of our Nation's Veterans.
• Utilizes a variety of patient data systems and is responsible for performing scheduling functions including; appointment scheduling/rescheduling, and cancellations, providing reception to incoming .and outgoing customers and communication, appointment check in/out, verification of provider orders, recall reminders, manual and electronic data entry, and reviewing and updating patient demographics and insurance verification.
• Lead MSA must be able to interpret and communicate requirements of VHA Scheduling Directives and policies, such as scheduling appointments and utilization of the Electronic Wait List (EWL), VistA Scheduling Enhancement (VSE), Decision Support Tool (DST), Consult Toolbox (CTB), VEfext, Audiocare, Telehealth Management Platform (TMP), Scheduling Manager, and Secure Messaging with the assistance of a more senior MSA or Supervisor.

Conditions of employment

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English
• 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 Department of Veterans Affairs Personnel

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 12/06/2021.

BASIC REQUIREMENTS.

a. 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.).

b. 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.

c. Certification.
None required.

d. 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:
(1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation.
(2) 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.
(3) 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.

e. 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.

f. Physical Requirements.
See VA Directive and Handbook 5019.

g. 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 FOR GS-7

1. Experience

One year of experience equivalent to the GS-6 grade level, Examples of experience may include:

• Collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met
• Independently set priorities and organize work to meet deadlines, ensuring compliance with established procedures, policies and regulations;
• Communicate tactfully and effectively, electronically, by phone, and in writing, with internal and external customers This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns
• Acquired advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care.
• Acquired advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability etc.
• Acquired advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

• 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.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.