Lead Medical Support Assistant (Trainer)

01Basic Requirements

United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English Language Proficiency: Must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

02Education

Must have a high school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. 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).

03Grade Determinations

GS7 Experience: Must have one year of creditable experience equivalent to the next lower grade.

Knowledge, Skills, and Abilities (KSAs): In addition to meeting the experience above, the candidate must demonstrate the following KSAs: (a) 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. (b) Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. (c) Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. (d) Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. (e) Ability to provide staff development and training. (f) 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.

04Preferred Experience

Cerner Experience Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS07.

05Physical Requirements

The work is mostly sedentary. It typically requires sitting with sustained periods of concentration. There will be some walking, standing, bending, and carrying of relatively light objects. The position may also require stooping, reaching, lifting, pulling, and other moderate exertion or strain. Incumbent may occasionally have to walk some distance to a meeting.

Duties include but are not limited to: Education & Training Stays apprised of the latest national, VISN, and local policies and regulations regarding MSA and scheduling functions. Responds to Action Items that involve scheduling requirements and training from the facility, VISN, and national levels.

Trains and provides expert guidance to all employees in the medical center utilizing the technical procedures related to scheduling and other MSA functions including, but not limited to: ICB insurance capture, registration, my HealtheVet, recall, consults, Vetlink kiosks, and reports. Makes recommendations on how to achieve compliance with training requirements and enhance training programs to meet the needs of the organization.

Promotes upcoming training sessions and communicates deficiencies to Supervisors, Service Chiefs, Business Managers, and/or medical center leadership as necessary. Works closely with clinical services to ensure compliance with VHA guidance and medical center policy/procedure related to scheduler training and monitoring of technical competence.

Organizes, chairs, or participates in multidisciplinary task forces, workgroups, and committees in support of program development and process improvements in the education and training of scheduling practices at the facility, VISN, or national levels. Works with supervisors to review/ensure that all schedulers have appropriate menus to promote accurate scheduling, improve technical competence and minimize potential for negative impact on Veterans caused by scheduling errors.

Trains supervisor on how to perform scheduling audits and assists supervisors with scheduling audits when necessary. Performs ADPAC duties with regards to scheduling. Makes consistent and efficient use of Veterans Health Information Systems and Technology Architecture (VistA) scheduling options as well as the current commercial software being used by the facility by ensuring adequate training and oversight scheduling practices.

Clinic Functions Receives telephone calls from and responds to veterans, their family members and/or legal representatives regarding a broad range of topics, including: appointment scheduling, medication refills/renewals, basic billing inquiries, and pharmacy processes and procedures. Schedules and reschedules patients for appointments. Processes no­ shows with appropriate documentation in RMS/DHCP and CPRS. Acts as a point of contact for office through fax, e-mail, phone, mail or other form of communication.

Delegates retrieved voicemails to the appropriate person or responds to the message directly as appropriate. Documents telephone call activity in electronic records such that another employee can follow-up on a call at a later time with ease. Seeks assistance from pharmacists or supervisory staff when responding to unusual questions or when reasonable attempts to satisfy a caller have been unsuccessful. Collects and maintains accurate data from each patient.

Alerts other staff members of their current appointment availability (whether full or open). Promotes harmonious relationships within the work environment, which supports the needs of the team and the customers. Reviews Encounter Reports when printed by supervisor to make sure that no patient is lost to follow up. Prepares new patient orientation packets. Prints patient appointment lists and encounter forms daily. Obtains missing lab results for patient's charts when necessary.

Maintains an adequate supply of cover sheets, travel vouchers, payroll sheets, etc. Sends mail and packages to patients and other locations as needed. Assists veteran in submitting electronic travel pay request during check-in or check-out. Processes refill requests if absolutely necessary (should first attempt to refer to pharmacy triage). Responds to view alerts in CPRS in a timely manner. All other duties as assigned.

Work Schedule: Monday - Friday 8am - 4:30pm Compressed/Flexible: Available at supervisor discretion Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 91877-0 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized