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. Education. 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 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

In addition to the basic requirements for employment listed above, the following criteria must be met when determining the grade of candidates: GS-7Experience. One year of creditable experience equivalent to the next lower grade (GS-6). Knowledge, Skills, and Abilities (KSAs).

In addition to meeting the experience above, the candidate must demonstrate the following KSAs: (a) 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. (b) Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. (c) Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines (d) Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. (e) Ability to provide staff development and training. (f) 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. Assignment. The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit.

The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources.

Assignments at this level include, but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.] 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 GS-7.

03Physical Requirements

The work of the position is primarily sedentary; however, some walking, standing, bending stooping and carrying of small items such as files may be required. Physical requirements are identified in VA Directive and Handbook 5019, Employee Occupational Health Service

The Lead Medical Support Assistant performs duties that include, but are not limited to: Leads the daily activities of Medical Support Assistants, including Advanced Medical Support Assistants, supporting one or more outpatient or specialty clinics. Assigns daily workloads, distributes work, and helps ensure appropriate staffing coverage Identifies training needs and trains staff on scheduling requirements, directives, and related administrative responsibilities.

Maintains and monitors appointment schedules to support the proper and timely treatment of patients. Assists with clinic-access contingency planning by adjusting appointment times, locations, or dates and moving patients to other healthcare providers when staffing or coverage conflicts occur. Schedules appointments accurately and promptly, using patient input and coordinating appointments when possible to reduce unnecessary trips to the medical center or clinic.

Uses and monitors the Electronic Waiting List and notifies the supervisor when clinic access is limited or a patient cannot be scheduled within required timeframes. Leads and distributes the daily work of Medical Support Assistants and ensures adequate clinic coverage. Monitors appointment scheduling, wait lists, recalls, consults, and patient-access activities. Adjusts appointments and coordinates alternative coverage when staffing or scheduling conflicts arise.

Collaborates with interdisciplinary healthcare teams and participates in team huddles and meetings. Provides professional and compassionate customer service to Veterans, families, and staff. Safeguards sensitive patient information and follows applicable privacy, safety, security, and infection-control requirements. Participates, as assigned, in daily team huddles and weekly interdisciplinary team meetings involving patient-care planning and management.

Ensures staff obtain, scan, and update health-insurance information and identify patients with third-party insurance to support revenue collection VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Work Schedule: Monday-Friday 8:00am-4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 61967F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized