Summary The incumbent functions as a key member of the Dallas 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. , Responsibilities The MoPOC Advanced MSA Major Duties, include but are not limited to: 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 Dallas healthcare system, including several CBOCs and to see Veterans at home. S/he also works 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. S/he 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 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 MoPOC Advanced MSA communicates with appropriate purchasing/shipping/receiving staff to ensure smooth timely procurement of all purchased items required by the MoPOC CPO for patient care. On a daily basis, the maintains and updates a spreadsheet to indicate status of all supply orders relevant to patient care. The incumbent plans, coordinates, and/or accomplishes special projects including coordinating efforts for local MoPOC public relations opportunities or creating print materials to raise program awareness among internal and external stakeholders. Following established protocols, the MoPOC Advanced MSA may travel occasionally with the MoPOC CPO to CBOCs or patient homes to photo-document program work for the purpose of raising program awareness. The incumbent may coordinate with local or VISN Public Affairs staff for wide dissemination of program-related materials. The MoPOC Advanced MSA attends regular meetings of the national MoPOC MSA group and quarterly team meetings with MoPOC national leadership. Other assignments of the MoPOC Advanced MSA include, but are not limited to, participating 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; identifying incomplete encounters and communicating findings to providers as needed; assisting the team to reinforce the plan of care; entering appropriate information into the electronic record; monitoring pre-appointment information and/or requirements to assure readiness for patient visits/procedures; managing patient systems to verify and validate accuracy and resolve issues; evaluating patient information and clinic schedule lists to determine the level of urgency for an appointment; and informing team members about shared patients as appropriate. Work Schedule: Monday - Friday, 7:30am - 4:00pm, 8:00am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 52621-F Permanent Change of Station (PCS): Not Authorized 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. 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 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 (TRANSCRIPTS REQUIRED); OR Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. TRANSCRIPTS REQUIRED) Grade Determinations: Medical Support Assistant (Advanced), GS-6 Experience. One year of experience equivalent to the GS-5 grade level. 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 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.). 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. Ability to manage a clinic profiles and effectively schedule patient appointments Preferred Experience: Clinical Experience in Prosthetics and Orthotics: Demonstrated experience working in a clinical setting related to prosthetics and orthotics, including determining eligibility as needed by clinician for patient pre-assessments and fittings. Patient Care Coordination: Experience in coordinating patient care and managing appointments, consults, purchase order/procurement status and ensuring continuity of care for individuals using prosthetics and sensory aids. Knowledge of Medical Terminology: Proficiency in medical terminology related to prosthetics, orthotics, and sensory aids Durable Medical Equipment, enabling effective communication with healthcare teams and patients. Technical Proficiency with Assistive Devices: Hands-on experience with the issuance, processing, use and maintenance of various Durable Medical equipment and prosthetic and sensory devices, including familiarity with their function and troubleshooting. Customer Service Skills: Strong customer service background, with a focus on empathetic communication and support for patients and their families throughout the treatment process. Electronic Health Record (EHR) Management : Experience in managing electronic health records, including data entry, documentation, and maintaining patient privacy and confidentiality in accordance with healthcare regulations. Reference: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standards. For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-6. Physical Requirements: The MoPOC Advanced MSA functions primarily within the Dallas VA medical center, though may at times travel with the MoPOC CPO to CBOCs or to patient homes. S/he 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 There is no educational substitution at this level. Additional Information 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.