Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position.

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Work Schedule: Monday through Friday with exact schedule to be discussed during interview.
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 000000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

Patient care in Primary Care is delivered in a team based model known as the teamlet. Members of the teamlet include the MSA, a Registered Nurse Care Manager, a Licensed Practical Nurse/Licensed Vocational Nurse and a Primary Care Provider. The teamlet provides the majority of the healthcare needs for an assigned panel of patients. The teamlet works collaboratively with other members of an expanded healthcare team including pharmacists, social workers, dieticians, behavioral health staff, etc. to provide a robust interdisciplinary approach to care. Important interfaces and collaborations also occur with larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community based programs. The Supervisory MSA will also serve as the direct line supervisor for the Lead MSA and MSA staff at any of the Community Based Outpatient Clinics, all interdisciplinary clinics (Outpatient and Inpatient) that support daily scheduling administrative operations of the Veterans Affairs Sierra Nevada Health Care System (VASNHCS).

Duties of the position include, but are not limited to:

• Plans and directs programs at medical centers and/or satellite outpatient clinics and has full supervisory responsibility for supervising at least one subordinate team leader.
• Assign and evaluate the work of subordinate staff.
• Resolve complex problems to ensure patient services are met.
• Evaluate new products, equipment, and systems in order to make recommendations for improved operations.
• Identify educational or training needs.
• Make final decisions on selections for recruitment purposes.
• Evaluate performance, and taking disciplinary action when necessary.
• Full administrative and professional responsibility for planning and directing the MSAs' activities.
• Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management.
• Works collaboratively in an interdisciplinary coordinated care delivery model and performs all related duties associated with customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics.
• Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage needs occurs.
• Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification (i.e. name and full Social Security Number).
• Use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.
• Assures MSA staff explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients.
• Assures staff collects, scans, and updates health insurance information serving a major role in the revenue process.
• Contributes to the revenue collection process by identifying patients with third party insurance.
• Promotes veteran registration for and utilization of MyHealtheVet (MHV).
• Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA.
• Ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to the appropriate department for scanning.
• Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
• Participate in the daily teamlet huddles and weekly team meetings where patient care planning and management occur. Incumbent(s) will rotate this to assure all MSA staff is in attendance and understand the process.
• 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.
• Assist in the Beneficiary Travel Program and Health Benefits Advisor Office/Member Services, Admissions, and other duties within the clinic.
• Other duties as assigned by management.

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

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 1 year of experience at equivalent to the next lower level of GS-07.
• 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.
• 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.

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-08

Experience. One year of experience equivalent to the GS-7 grade level [leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below

i. Ability to provide the full range of administrative and supervisory duties to at least one subordinate MSA supervisor or team leader in a patient support setting which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements.
ii. Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations.
iii. Ability to provide briefings, orientations, staff development, and training in a patient support setting.
iv. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
v. Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment

References: VA Handbook 5005/117 Part II Appendix 45 Qualification Standards for 0679 Medical Support Assistants

The full performance level of this vacancy is GS-08.

Physical Requirements: The work is mostly sedentary; however, some bending, stretching, walking, carrying less than 15 pounds and using a computer terminal are required. No special physical characteristics or special physical abilities are required.

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, resume, 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.