Summary The incumbent serves as an Advanced Medical Support Assistant in VISN 2 Prosthetics and Sensory Aids Service in the VA New York/New Jersey VA Health Care Network. The incumbent performs duties related to the receipt, intake, and indexing of health and administrative information. The incumbent will interface with personal computer (PC) applications as well as numerous Vista applications and Prosthetics and Sensory Aids Service software applications Responsibilities VA Careers - Prosthetics: https://youtube.com/embed/3NUvF5jjErQ The person in this position functions as a key member of the assigned VA Medical Center Prosthetics and Sensory Aids Services service line in the role of Mobile Prosthetic and Orthotic Care (MoPOC) Advanced MSA. The work requires advanced knowledge of the operations, procedures, and techniques associated with the MoPOC program, and policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community that affect patient flow, and patient support administrative functions to include, but not limited to follow-up care, overbooking, and provider availability. They possess expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in interdisciplinary coordinated care delivery. The work involves specialized administrative judgment and the flexible use of a wide range of administrative processes relating to access to care across multiple clinics and specialties. They must set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. The Advanced MSA in this position must possess a practical knowledge of computerized data entry; information processing systems and software related to patient care; the healthcare system's organization and services, basic rules, and regulations governing visitors and patient treatment; standard procedures; utilizing medical records; an advanced medical terminology relevant to the field of Prosthetics and Orthotics; and advanced knowledge technical health care process as it relates to access to care. The MoPOC Advanced MSA provides specialized and expert administrative support, in a one-to-one capacity, to the MoPOC Certified Prosthetist Orthotist (CPO) who travels daily to cover the assigned healthcare system, including several CBOCs and to see Veterans at home. They will also work collaboratively with clinicians and administrators from other services lines to in an interdisciplinary coordinated care delivery model. The MoPOC team is involved with units including Orthopedics, Podiatry, and Primary Care, and clinics including Amputee Clinic, Complex Bracing Clinic, multiple CBOC Clinics, Home-Based Clinic, Telephone Clinic, and Telehealth Clinics. The MoPOC program Advanced MSA is an initial point of contact for the MoPOC program in communication with medical units, clinics, patients, other agencies (e.g., non-VA O&P fabrication facilities, etc.), and other program stakeholders. They must appropriately respond to or refer questions and concerns that will range from simple to complex in nature, to accomplish team goal setting, ensure that medical needs of patients are met, and to resolve patient concerns. The incumbent will also serve as a point of contact for individuals seeking information pertaining to MoPOC program policies and for patients seeking CBOC-based or home-based Orthotic/Prosthetic care, or having other inquiries, and will appropriately direct patients to appropriate levels of care or seek appropriate assistance in doing so. The MoPOC Advanced MSA develops and maintains effective and efficient communication with all local program stakeholders. The incumbent must provide accurate and appropriately detailed information about MoPOC, its functions and standard operating procedures, appropriately manage sensitive information, and communicate tactfully and effectively with individuals with medical and non-medical backgrounds, electronically, by phone, in person, and in writing, with internal and external customers. The incumbent must frequently receive information from varied sources, make decisions based on that information, and act without direct supervision. The incumbent will provide superb customer service as a representative of the program. The incumbent must build and manage several clinics electronically using existing administrative software tools, schedule patient appointments in MoPOC clinics, and track, review, and respond to electronic orders, consults, and other elements in the electronic medical record and relevant medical systems. The incumbent also coordinates the use of clinical space for the MoPOC CPO in multiple CBOCs, along with patient home visits and other off-site patient visits as needed (e.g., assisted living facility), and closely monitors clinic appointment availability, and adjusts as necessary to support the program and clinician needs and optimize clinic utilization. Work Schedule: Monday-Friday 08:00-4:30 Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 12154-F Requirements 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. 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). 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 Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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 and Education: 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, Education: One year above high school; 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: 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: In addition to the basic requirements for employment the following criteria must be met when determining the grade of candidates: One year of experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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. Assignment: The Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and [makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.) Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in] team huddles and team meetings to manage, plan, [problem solve, and follow-up with] patient [care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists] the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients, those who receive their care at multiple VA centers or those who receive care in the community. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS06. Physical Requirements: The MoPOC Advanced MSA functions primarily within the medical center, though may at times travel with the MoPOC CPO to CBOCs or to patient homes. They must occasionally drive the MoPOC vehicle or another facility vehicle, typically for the purpose of vehicle maintenance. The MoPOC Advanced MSA picks up and moves parcels for the purpose of preparing patient items for fitting and delivery by the CPO. The MoPOC Advanced MSA assists the MoPOC CPO in loading and unloading the vehicle on a daily basis. This position requires visual acuity, keen hearing, clear distinctive speech, and manual dexterity. This position requires potentially long periods of continued sitting, with intermittent bending, pulling, and pushing. Movement between work areas within the health care system is expected. Occasional lifting of objects up to 30 pounds may be required. The incumbent will occasionally interface with patients in person and may be exposed to patients who are combative secondary to delirium, dementia, or psychiatric disorders. The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations, and be able to shift priorities based on patient and department needs. The incumbent must be able to operate a passenger vehicle without supervision using a class C driver's license. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. 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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. 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. 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. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.