Lead Medical Support Assistant

01Basic 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. No experience required. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial- level Board or Department of Education. Licensure/Certification/Registration. None Physical Requirements.

See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

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).

02Grade Determinations

GS-7: Experience: One year of experience equivalent to the GS-6 grade level.

Experience includes, but is not limited to: Coordinating 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; 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; 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; evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment.

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the Knowledge, Skills and Abilities (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.

03Preferred Experience

Customer service, ability to collaborate and communicate with a wide range of medical clinicians (i.e. medical doctors, nurse practitioners, physician's assistant). Ability to communicate tactfully and effectively, electronically, by phone, in writing, and face to face with internal and external customers.

Knowledge of technical health care process including but not limited to scheduling consults, appointments and canceling appointments Computer knowledge uses Microsoft Outlook, Word, and Excel to execute several office automations functions. Knowledge of Vista, CPRS, ISS Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-07.

04Physical Requirements

The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

Major duties include, but are not limited to: Develop and maintain interfaces and collaborations within the larger healthcare system with interdisciplinary interactions. Act in the capacity of a liaison/expeditor between patients, supervisor, clinical and frontline staff. Develop training, implement ongoing training programs and standards works for assigned scheduling staff members (AMSAs).

The training will comprise scheduling processes, programs, variations with the various clinics, and appropriate software use for task completion. Perform duties with a multi-disciplinary team that consists of physicians, Registered Nurses, Licensed Vocational Nurses, and other administrative staff members. Reviews and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow.

Assures coverage of all areas of responsibility; and conducts ongoing reviews to ensure quality of work as well as review tracking systems for items such as return to clinic (RTC) orders, consults, and authorization timeliness.

Provide guidance to staff members to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employees' work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; and organizing the work structure of his/her assigned areas.

Assist in creating and maintaining a work environment that fosters productivity, customer service and employee satisfaction while acting as liaison between AMSA, patients and staff to resolve day-to-day conflicts. Expected to work independently to perform position responsibilities with little supervision and demonstrate the ability to set and meet priorities, deadlines, and demonstrate time management skills to adjust the flow and sequence of work to meet expectations.

Participate in team huddles, meetings and required training. Work Schedule: Monday/Wednesday/Friday in Temple, TX; Tuesday/Thursday in Waco, TX, 7:30am - 4:00pm or 8:00am - 4:30pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases. Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year).

Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 55679F; Lead Medical Support Assistant Permanent Change of Station (PCS): Not Authorized