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. English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

02Experience 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; OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

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) Grade Determinations: Lead Medical Support Assistant at GS-7 Experience.

One year of experience equivalent to the GS-6 grade level, Examples of experience may include: 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 Independently set priorities and organize work to meet deadlines, ensuring compliance with established procedures, policies and regulations; Communicate tactfully and effectively, electronically, by phone, 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 Acquired 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.

Acquired advanced knowledge of polices 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. Acquired advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

KSA's: The applicant must also be able to demonstrate the following KSA's: 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 References: VA Handbook 5005.

The full performance level of this vacancy is GS-7.

03Physical Requirements

There are no specific physical requirements. The work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting.

The duties of the Lead Medical Support Assistant at the GS-7 include but are not limited to: The incumbent leads and provides training for a unit or team of employees performing work at the GS-6 levels assigned to the specialized programs within Primary Care. Provide guidance and technical direction for accomplishing the work of the unit or team. Ensures work assignments of employees in the unit or team are carried out.

Primary Care in the assignment of functions to team members in or meet routine and unusual deadlines and priorities. Serves as a work leader, ensuring the work assignments of employees in the Primary Care are carried out. Distributes and balances workload and tasks among employees in accordance with established workflow and/or job specifications.

In case of shortage of personnel due to scheduled or unscheduled leave, the incumbent will be responsible for filling in and for the distributing the workload to other team members to ensure smooth workflow. Maintains a current knowledge and answers questions of other employees regarding procedures, policies and directives. Trains or arranges for the training of team members in the accomplishments of tasks or projects.

Gives on-the-job training to new employees in accordance with established procedures and practices. Monitors and reports on the status and progress of work, checking on work in progress and reviewing completed work to see that the supervisor's instructions on work priorities, methods, deadlines and quality have been met. Conducts quality assurance reviews, summarizes the results and initiates corrective action. Reviews all diagnostic measure reports and check the quality of scanned documents on a monthly basis.

Incumbent monitors and ensures that the updates for health insurance data are performed on a daily basis. Failure to perform audits may result in inaccurate billing of a patient result in missed crediting of workload for the facility. Monitors working conditions, such as seating, ventilation, lighting and safety. Provides information to the Supervisory, MSA, Administrative Office or Health Systems Specialist concerning reassignment, recognition of outstanding performance, and personnel needs.

Informs employees of available employee benefits, services and work-related activities. Reports to the Supervisory, MSA, Administrative Office or Health Systems Specialist on performance, progress and training needs of employees and on behavior problems. Resolves simple, informal complaints of employees and refers others, such as formal grievances and appeals, to the supervisor or appropriate management official.

Work Schedule: Monday-Friday Various tours Telework: Not Available Ad Hoc: Available Virtual: This is not a virtual position. Functional Statement #: 000000