Clarification from the agency

Current and Permanent Employees of the Buffalo NY VAMC

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The Lead Advanced Medical Support Assistant (MSA) performs a variety of administrative functions associated with patient care in the Community. In this position, the incumbent will serve as the primary trainer for all MSA's assigned to the Community Care department. The incumbent will also be responsible for ensuring timely coordination of patient care in the community. As such, the incumbent must have knowledge of VA policies, regulations, guidelines and processes as they relate to patient scheduling practices, consult management, dialysis processing, and both inpatient and outpatient authorizations for care. In addition, incumbent must have knowledge of the Community Care, CCN and the Mission Act Programs and processes; as well as an advanced understanding of medical terminology/abbreviations; and must keep abreast of rapidly changing regulations, directives, memorandums, software programs, and processes that are involved in the delivery of the healthcare in the community.

As the department lead, the incumbent must be able to organize work, set priorities, and meet established deadlines. Incumbent must demonstrate advanced technical competency in used the integrated electronic medical record system (to include VistA, CPRS, REFDOCS, Consult Tracking Manager (CTM), Health Share Referral Manager (HSRM), as well as the various software, programs, and policies of the Community Care Program. Incumbent must demonstrate excellence in customer service and must have an advanced understanding of the Privacy Act, HIPAA rules/regulations, and the Freedom of Information Act as they relate to the handling of confidential and sensitive patient information.

Incumbent must be able to effectively train assigned MSAs, ensuring they are highly proficient, are able to achieve established performance measures within their area, and are in compliance with established policies and regulations.

The lead Community Care MSA must meet deadlines and adhere to annual Veteran Health Administration (VHA) training requirements, have knowledge of quality assurance and performance improvement principles, and ensure these administrative measures are achieved during the performance of their duties. In addition, incumbent must be knowledgeable of Joint Commission requirements specific to his or her job, such as patient rights emergency preparedness, information security, ethical conduct, and environment of care.

Incumbent must possess thorough knowledge of clinic processes and services and be able to interact with various clinicians and providers throughout the hospital to ensure efficient coordination of patient care in the community. The Community Care Lead MSA must understand local and national scheduling policies, have an exceptional knowledge of consult management, have advanced knowledge of outpatient scheduling, inpatient notifications, creating of both outpatient and inpatient authorizations, contracting of dialysis care, eligibility for care using software and web applications.

INCLUDING BUT NOT LIMITED TO:
Mail (incoming mail and sorting)
Renaming incoming faxes in que, print faxes requiring review (reschedules, appts info, Request for Service (RFS) reviews, etc) and deliver to appropriate persons
Med records that come in through the mail - review, add last 4 and scan to fax que and label accordingly.
Phone back up and relief (refaxing referrals or providing authorization information, clarifying appt info, forwarding calls to correct MSA)
Mail Veteran referral letters
.
Work Schedule: Full time; Monday - Friday 8:00am-4:30pm
Compressed/Flexible:Not Available
Telework: Not Available
Virtual: This is not a virtual position.
Recruitment Incentive: Not Authorized
Functional Statement #: PD000000, PD21J84A, PD21W76A, PD21J84A, PD21J84F, and PD21J84F
Permanent Change of Station (PCS): Not Authorized
PCS Appraised Value Offer (AVO): Not Authorized
Financial Disclosure Report: Not required

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• 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.
• Must pass pre-employment physical examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

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. One year of experience equivalent to the GS-6 grade level.
• Preferred Experience. Greater then 2 years in VA Community Care
• Certification. None required.
• 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.
• Computer Security Requirement. Protects sensitive and electronic files that must be safeguarded under the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statues and policy, and VHS policy.
• Physical Requirements. Work is sedentary but also demands standing, walking, bending, twisting, and carrying light items.
• Computer Knowledge. Uses MS Word or word processing software to execute several office automation functions. Uses MS Excel or other comparable spreadsheet software. Uses the Veterans Health Information & Technology Architecture. Utilizes Veterans Scheduling to schedule patient appointments.
• Safety. Employee will support the safety, occupational health and fire protection program by the application of approved standards, regulations, practices and work methods.
• Training. Lead ensures all subordinates have completed their mandatory trainings in a timely manner as well as assigning specific trainings to staff as related to job functions.
• 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.

• Experience. One year of experience equivalent to the GS-6 grade level. GS-6 duties can include: 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; assigning and evaluating the work of subordinate MSA staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved clinic operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary.
• Demonstrated Knowledge, Skills, and Abilities.
• Candidates must demonstrate all of the following KSAs:
• 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.