Yolanda Shorts

As Supervisor Medical Support Assistant, I plan and direct programs at the VA medical center outpatient clinic. I have full supervisory responsibility for supervising 38 employees and 3 subordinate team Leads. I assign and evaluate the work of subordinate staff; resolving complex problems to ensure patient services are met and to make recommendations for improved operations. I identify educational or training needs; evaluate employee performance, conduct, and take progressive disciplinary action when necessary. I have full administrative and professional responsibility for planning and directing daily MSAs' scheduling activities. I am responsible for extracting and analyzing data to provide reports in support of performance measures to senior management. I work collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, Specialty Medicine, Behavioral Health, Surgery/OR, and Clinical Contact Call Center) and perform all related duties associated with customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for 75+ outpatient/auxiliary clinics. I assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage needs occur. I support patient safety standards using the correct Veterans Affairs identification (i.e., Name and full Social Security Number.) I accurately enter data into spreadsheets or databases; assisting in the development and implementation of administrative procedures to ensure compliance with all applicable regulations; retrieving and/or providing information for the preparation of reports or presentations. I communicate professionally and effectively with all levels of staff within the Medical Center. I exhibit the VA Core Values of ICARE (Integrity, Commitment, Advocacy, Respect, Excellence) when interacting with clinical and administrative staff, leadership, Veterans, family members, etc. I demonstrate technical competency and expertise in the use of computer systems and software relevant to the business needs such as multiple platforms of Vista, VSE, CRM, EXCEL, WORD, ICB, VSSC, CPRS and My HealtheVet/Secure Messaging systems. I oversee all outpatient administrative functions and have thorough knowledge of policies and directives governing appointment access, outpatient scheduling and clinic management. I am a leave approving official for the employees within their designated supervisory section. I ensure quality assurance for all work produced or completed within areas of responsibility. I evaluate overall performance of employees and provide frequent feedback to staff regarding attendance, performance, and behavior. I utilize Lead MSAs (subject matter experts) to assist and train new staff in orientation activities through shared knowledge and specific clinic scheduling expertise, as well as oversee the day-to-day flow of clinic performance. I exercise technical and administrative oversight of Advanced Medical Support Assistants (AMSA) team to include communicating work assignments and deadlines to be accomplished by AMSA team. I receive requests for data from other sources and determines the best method for obtaining, computing, and reporting the data. I identify problems and/or opportunities to improve performance through such avenues as informal meetings, statistical data reviews, and reviews of compliance criteria with MSA staff and Leads. I coordinate the collection of data concerning patient care activities and makes computations as required. I reports data daily, monthly, quarterly, or annually to management. I ensure that the telephone communications by MSA staff follows all related VA directives, policies, and procedures and that they have completed the mandatory training required. . I report data daily, monthly, quarterly, or annually; the multi book appointments report, RTC report, No Show report and 14 Day RTC report, to management. I ensure that telephone communications by MSA staff follow all related VA directives, policies, and procedures and that they have completed the mandatory training required. I have entered requests for position recruitment in MSS and Leaf systems. I pull incomplete notes, open encounters, complete audit of encounters quarterly. I pull VSSC reports, productivity, new and vested access to care appointment times.

As Clinical Contact Call Center Lead MSA, I have planned and directed programs at the VA medical center and have full responsibility for leading 20 subordinate team Advance Medical Support Assistants, in a patient support setting which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements. My primary duties are but not limited to are assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decisions on personnel vacancy selections. I have full administrative and professional responsibility as Lead MSA for planning and directing daily MSAs' scheduling activities. I am responsible for extracting and analyzing data in order to provide reports in support of performance measures to the supervisor/Section Chiefs. I work collaboratively in an interdisciplinary coordinated care delivery model (Clinical Contact Call Center) and perform all related duties associated with customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics. I provide direct administrative and technical support to the Clinical Call Center Agents and support the management information components of all health eligibility related programs. This includes but not limited to entering data and information, when necessary, but also reviewing reports, records and statistical computations for accuracy and propriety. I collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations. I support patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification (i.e. Name and full Social Security Number.) I provide briefings, weekly huddles, orientations, staff development, and training in a patient support setting. I am responsible for ensuring that the work assignments of the section are carried out by performing a range of duties and functions related to appointment scheduling and consult management. I am able to lead a diverse group of employees and is considered an expert in the functions and capabilities of a GS-7 Lead MSA. I can communicate professionally and effectively with all levels of staff within the Medical Center. I exhibit the VA Core Values of ICARE (Integrity, Commitment, Advocacy, Respect, Excellence) when interacting with clinical and administrative staff, leadership, Veterans, family members, etc., at all times. I independently utilize reference sources, guide in decision making, and empower the team to collaborate and resolve problems within a complex systems environment. I have technical competency and expertise in the use of computer systems and software relevant to the business needs such as multiple platforms of Vista, CPRS, Acustaf, Citrix, HR Smart/MSS, CMRQ, E-Binder, TRM, CRM, TMP, VSE, Calabrio, CISCO any connect, CISCO Finesse/Jabber, VA Knowledge Management and MyHealtheVet/Secure Messaging systems. I oversee outpatient administrative functions and have thorough knowledge of policies and directives governing appointment access, outpatient scheduling and clinic management. I am knowledgeable of VA medical care, priorities for care, release of information (ROI), Health Information Portability and Accountability Act (HIPAA), and Non-VA /Community Care programs. I am timekeeper for VISN 6 employees. I ensure quality assurance for all work produced or completed within areas of responsibility. I evaluate overall performance of employees and provide frequent feedback to supervisor regarding attendance, performance and behavior. As Lead MSA (subject matter expert) I assist and train all new staff in orientation activities through shared knowledge and specific clinic scheduling expertise, as well as oversee the day-to-day flow of clinic performance. I provide medical administrative support to Clinical Contact Call Center area, and I am an integral member of the nursing and medical team to effectively carry out day-to-day administrative operations.