LEAD MEDICAL SUPPORT ASSISTANT

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.

01Education

High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. English Language Proficiency: Candidates must be proficient in spoke and written English in accordance with 38 USC § 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

Lead Medical Support Assistant GS-7: In addition to the basic requirements, you must meet the specialized experience for the grade: Preferred Experience: One year of experience equivalent to the GS-6 grade level: 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.). AND 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 an 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.

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-7. The actual grade at which an applicant may be selected for this vacancy is GS-7.

03Physical Requirements

See VA Handbook 5019.

The Lead 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.

Some of the major duties of this position include, and are not limited to: Preferred experience as a Medical Support Assistant in the VA Delivers exceptional customer service by responding to inquiries, resolving complex issues, and maintaining high satisfaction across diverse client groups.

Engages in continuous professional development, including active participation in stretch assignments, detailed leadership roles, and targeted training programs to expand core competencies Ensures accurate and timely scheduling of appointments and completion of return to clinic orders and recalls.

Provides guidance to staff members to include changes in policies and procedures, distributing and balancing workload to care Provides input during team meetings to assist in resolving problems having to do with operational issues or procedure As a liaison among administrative staff, patients and other interdisciplinary staff to resolve day-to-day conflicts Records and monitors leave calendars and timekeeping duties.

Sets priorities and deadlines; adjusting the flow and sequencing of the work to meet team and patient needs. Monitors work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow.

Reviews data and reports to ensure efficiency, quality, and completion of work Follows policies and procedures related to scheduling and access workflow, unresolved open consults and return to clinic orders and responding to actionable reports for open encounters, action required and other unresolved encounter documentation reports. Enters appropriate information into the electronic health records.

Assists in gathering information related to patient complaints in the GEC programs and assist the supervisors in resolving complaints in a timely fashion Develops and maintains effective and efficient communication with the patient, the interdisciplinary team, their supervisor, and other specialty services within the healthcare system. Works collaboratively with other services. Orients and provides on-the-job training for new and current employees; ensuring all training requirements are met.

Participates in team huddles and meetings. Manages clinic reports. Performs administrative follow-up actions. Supports all applicable services Appointment management, Clinic profile management Manage scheduling menus in VISA to schedule appointments in GEC and other specialized programs Subject matter expert in all administrative support applications: VISTA, VSE, VISTA GUI, Secure Messaging, Consult Tracking Manager (CTM), PATS-R, etc.

Preferred 1-2 years of experience with VA Scheduling Programs and management of appointments Work Schedule: 8:00am - 4:30pm, Monday to Friday Compressed/Flexible: Not Authorized Telework: Not Authorized Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized