Clarification from the agency

This announcement is open only to current permanent employees of the VISN4 CRH/CCC

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The Lead MSA is responsible for the coordination of MSA assignments and workflow found in an inter-professional coordinated care delivery model. The Lead MSA is responsible for:

• Daily workload assessments, assigning work assignments;
• Assuring proper staffing coverage;
• Evaluating training records; and determining training needs of MSAs to provide support across inter-professional settings.
• Assisting the unit with complex and non-standard procedures, including clinical flow process related to access to care across multiple clinics, specialties and/or community resources.
• Working collaboratively with VISN programs, services, and inter-professional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.
• Providing input on performance,
• Resolving daily workplace issues and maintains efficient workflow.
• Ensuring accurate and timely scheduling of appointments, providing guidance to staff members, to include changes impolicies 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 assigned areas' and acting as a liaison between MSA and staff to resolve day to day conflicts.
• Scheduling, canceling, re-scheduling patient appointments and/or consults;
• Entering no-show information;
• Monitoring appointment requests from multiple electronic sources;
• Gathering and obtaining medical information from patients;
• Processing medication refill requests;
• Reviewing electronic health record, obtaining medical records, faxing, participating in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC, monitoring outpatient appointments in areas of responsibility;
• Verifying and updating demographics when contacted by patients.
• Managing patient systems to verify and validate accuracy and resolve issues;
• Evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment;
• Informing inter-professional team members about shared patients (i.e.)., those who receive their care at multiple VA centers or those who receive care in the community.

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.
• 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.

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.
• 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.

• Exercising administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.
• Recommending changes to existing clinic procedures based on current administrative guidelines.
• Utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model.
• Coordinating with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary.
• Developing and/or maintaining effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities;
• Prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.
• Processing incoming patient secure messaging through MyHealthyVet
• Coordinating with care team as appropriate;
• Participating in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team;
• Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs;
• Identifying incomplete encounters and communicates findings to providers; as needed;
• Assisting the team to reinforce the plan of care and self-help solutions;
• Entering appropriate information into the electronic record;
• Monitoring pre-appointment information and/or requirements to assure readiness for patient visit/procedure;
• Managing patient systems to verify and validate accuracy and resolve issues;
• Evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment;
• Informing team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community).

• 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.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

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.