Veterans Affairs, Veterans Health Administration Medical Support Assistant (Advanced) Call Center in Bedford, Massachusetts
Summary This Medical Support Assistant (Advanced) positions is located in the Clinical Contact Center at the Bedford VA Medical Center. The position is part-time at 16 hours per week. The selectee will be required to work on-site at the location selected for. This telework position is not a virtual or remote position. Responsibilities Note: Due to a critical staffing shortage, 38 U.S.C. § 7412 waives the requirement to apply Veterans' preference for this job announcement. Medical Support Assistants (Advanced) at grade GS-06 are responsible for assistance to Veterans, by providing a smooth process for the management of Veteran outpatient appointments, as well as support work in connection with the care and treatment given to Veterans. Medical Support Assistants (MSAs) (Advanced) perform a variety of support duties that facilitate the work of an interdisciplinary coordinated care delivery model (e.g. Patient-Aligned Care Team, or PACT), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments, work in collaboration with the appropriate clinic, develop and maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. The MSA (Advanced) will work with the Lead MSA in setting priorities and deadlines, providing input in problem solving on operational issues or procedures. All incoming calls directed to the Clinical Contact Center will be screened by the MSA (Advanced) to determine whether those calls can be appropriately handled by the agent, or if they need to be directed to other team members thus improving responsiveness to Veterans' questions and concerns, and reducing the overall cost of care by controlling the use of resources. Work Schedule: Monday & Tuesday, 7:45 a.m. - 4:15 p.m. Compressed/Flexible: Not Authorized Telework: May be authorized at management's discretion. Telework can be performed on a less than full-time basis anywhere other than a VA facility or using VA-leased space (example: home). You will be required to come on-station to the VA facility for work on a regular basis. Management may call selectee on-station more frequently, when needed. Virtual: This is not a virtual position. Functional Statement #: PDV10008 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Notifications: This positions is a NAGE Bargaining Unit position. These positions are covered by locality-based comparability pay. Selectee may be required to work at any VISN 1 New England Healthcare System campus, as needed. May be required to attend conference at other facilities or other VA sites on occasion. The incumbent may be required to travel to other VA campuses and CBOCs. Current or Former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held. This position is in the Excepted Service. Veterans' preference does not apply for other current permanent Federal agency employees. Requirements Conditions of Employment 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. Education or Experience: One year above high school; OR 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 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: Medical Support Assistants appointed to direct patient care positions must be proficient in spoken and written English. 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 for 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: Such employees may be reassigned, promoted or changed to a lower grade within the occupation. 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 this standard. If an employee 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. Grade Determinations: Medical Support Assistant (Advanced) GS-6: Above the full performance level Experience: One (1) year of experience equivalent to the next lower grade level in Federal service (GS-05). Experience includes: Clinic experience in a hospital or doctor's office setting to include scheduling a high volume of appointments annually. High level customer service skills as evidenced by daily interaction and communication with clinicians, patients, families and coworkers. Evidence of work in a clinic setting with multiple inputs (in person, telephone, instant message communications) that need timely and professional resolution. Evidence of specific computer scheduling programs or software utilized in a clinic or hospital. Demonstrated Knowledge, Skills, and Abilities (KSA): In addition to the experience above, the candidate must demonstrate all of the following KSAs: Ability to 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. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. Ability to communicate tactfully and effectively, electronically, by phone, in person, 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. 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. 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. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. References: VA Handbook 5005/117 PART II APPENDIX G45 Medical Support Assistant Qualification Standard GS-0679, dated August 1, 2019. http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf . This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-06. The actual grade at which an applicant may be selected for this vacancy is GS-06. Physical Requirements: The work requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching, and lifting moderately heavy items such as papers, books, manuals, record boxes and boxes of computer paper. Computers are used and therefore keyboarding is required. The work includes walking from area to area when covering for other employees. Applicant may at times be exposed to stressful situations with Veterans. Education Substitution of Education: There is no educational substitution for the GS-06 level. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. As required by Executive Order 14043, Federal employees are required to be fully vaccinated against COVID-19 regardless of the employee's duty location or work arrangement (e.g., telework, remote work, etc.), subject to such exceptions as required by law. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required exception from this requirement using the reasonable accommodation process. Due to COVID-19, VA is currently in an expanded telework posture. If selected, you may be expected to temporarily telework, even if your home is located outside the local commuting area. Once employees are permitted to return to the office, you will be expected to report to the duty station listed on this announcement. Management officials will provide information about returning to the official, pre-pandemic worksite, when applicable. At that time, you may be eligible to request to continue to telework depending upon the terms of your organization's telework policy and the duties of the position. If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.