Summary This position serves as a Lead Telehealth Medical Support Assistant (MSA) and performs clerical and administrative support in the coordination, care, and treatment provided to patients throughout the Telehealth Services within the Fargo VA Health Care System (VAHCS). Responsibilities The Lead MSA monitors and assigns work, coordinates MSA coverage at all workstations, provides input on performance, resolves daily work place matters, serves as a resource for daily frontline staff questions, and maintains efficient workflow for the MSAs within the Telehealth services. Assignments at this level include, but are not limited to: Ensuring Telehealth MSA coverage for all departments of responsibility, oversight of weekly scheduling audits and data collection to ensure a high quality of work, ensuring accurate/timely scheduling of appointments, providing oversight to MSA staff-to include, daily distribution/balancing workload, creating/maintaining work schedules, assisting with orientation, on-the-job training for new hires, and mentoring new/current employees. Provides oversight of MSAs to resolve day-to-day conflicts and works closely with Telehealth Manager as needed if conflicts escalate. The Lead Telehealth MSA routinely communicates with providers (Physicians, Nurse Practitioners, and Physician Assistants), nurses, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Incumbent is responsible for assisting with coordination of Telehealth service flow, establishment of outpatient clinics, workload capture, and other administrative support functions associated with the day-to-day Telehealth operations. S/he will manage clinic scheduling by assisting with deletion of recalls, opening clinic slots, establishment of new clinics/monitoring clinic profiles, canceling/ opening clinics and canceling/rescheduling patient appointments as needed, including all Telehealth appointments and the maintenance of the Telehealth Management Program (TMP) including management of the TMP data base. The Lead Telehealth MSA assists the supervisor in monitoring and ensuring the integrity of various databases, to include the Electronic Wait List (EWL), consult management, encounter action required, recall reminder management, the Insurance Capture Buffer (ICB) system, Telehealth Service Agreement processes and other reports and data used in the management of administrative and customer service within Telehealth services. S/he is responsible for data collection, presentation, and reporting it as directed. The Lead Telehealth MSA is responsible for ensuring front line scheduling staff understand and appropriately use administrative support packages, to include VetLink/Kiosks, scheduling, EWL, consult management, preregistration, clinic appointment profiles, information security, recall reminder software, recall delinquencies, insurance capture, the completion of text orders, and other critical administrative tools. Work Schedule: Monday - Friday, 7:00am to 3:30pm or 7:30am to 4:00pm Telework: Available Financial Disclosure Report: Not required Requirements Conditions of Employment Qualifications To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 01/30/2024. BASIC REQUIREMENTS. a. Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). b. Experience and Education. (1) 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, (2) Education. One year above high school; OR, (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. GRADE REQUIREMENTS FOR GS-7 1. Experience One year of experience equivalent to the GS-6 grade level, Examples of experience may include: 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 Independently set priorities and organize work to meet deadlines, ensuring compliance with established procedures, policies and regulations; Communicate tactfully and effectively, electronically, by phone, 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 Acquired 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. Acquired advanced knowledge of polices 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. Acquired advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. AND 2. Demonstrated Knowledge, Skills, and Abilities Candidates must demonstrate all of the KSAs below: 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. Assignment: The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include, but are not limited to: 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. PHYSICAL DEMANDS: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. References: VA Handbook 5005/117, PART II, APPENDIX G45 Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. Additional Information The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. 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. 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. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. 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 accommodation from this requirement using the reasonable accommodation process. To ensure compliance with an applicable preliminary nationwide injunction, which may be supplemented, modified, or vacated, depending on the course of ongoing litigation, the Federal Government will take no action to implement or enforce the COVID-19 vaccination requirement pursuant to Executive Order 14043 on Requiring Coronavirus Disease 2019 Vaccination for Federal Employees. Therefore, to the extent a VA job announcement includes language requiring applicants to be fully vaccinated against COVID-19 pursuant to Executive Order 14043, that requirement does not currently apply to this Job Announcement. VA may request information regarding your vaccination status, if selected, for the purposes of implementing other workplace safety protocols, such as masking, physical distancing, testing, travel, and quarantine.