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.

01Basic Requirements

Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). Experience and Education.(1) 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,(2) Education.

One year above high school; OR,(3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Certification. None required. 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-07 Experience. One year of creditable experience equivalent to the next lower grade. 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. (b) Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. (c) Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. (d) Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. (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.

03Preferred Experience

Experience working in a VA Community Care program with responsibility for referral and consult management, care coordination, and scheduling activities.

Candidates should possess knowledge of VA scheduling policies and access standards; proficiency in Vista, CPRS, and HealthShare Referral Manager (HSRM); experience providing guidance and support to administrative staff in a lead capacity; and demonstrated ability to communicate effectively with Veterans, providers, and multidisciplinary teams while managing multiple priorities in a fast-paced healthcare environment.

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-5. The actual grade at which an applicant may be selected for this vacancy is GS-7.

04Physical Requirements

See VA Directive and Handbook 5019.

ONLY OPEN TO CURRENT COMMUNITY CARE SERVICE LINE WITHIN THE CARL VINSON VA FUNCTIONS OR SCOPES OF PRACTICE A. Lead Workflow Coordination Conducts daily workload assessments and distributes and balances work among assigned Advanced MSAs in accordance with established workflow, employee availability, workload priorities, and staff competencies. Monitors the status and progress of assigned work, pending actions, consult inventories, staffing coverage, and backlogs.

Makes day-to-day workflow adjustments within established priorities to support timely completion of work. Communicates assignments, priorities, deadlines, procedural changes, and approved operational guidance to staff. Follows up on incomplete work and explains its effect on Veterans, providers, other teams, and Community Care operations. Resolves routine day-to-day workflow conflicts and administrative barriers.

Refers matters involving policy exceptions, employee conduct, formal performance management, leave approval, or disciplinary action to the Supervisory MSA. B. Technical Guidance and Complex Issue Resolution Assists staff with complex and non-standard administrative cases involving multiple specialties, clinics, community resources, systems, or stakeholders. Applies current guidance and established procedures within delegated authority.

Provides accurate administrative information concerning Community Care processes and next steps. Refers clinical questions, reports of worsening symptoms, medical-advice requests, and matters requiring clinical judgment to the appropriate licensed clinical staff member. C.

Quality Assurance, Compliance, and Reporting Conducts and documents recurring and focused quality reviews in accordance with current national and local Community Care procedures, approved audit guidance, and leadership-established review schedules. Reviews consult processing, scheduling actions, authorization entries, appointment documentation, medical document receipt, consult linkage, and closure actions for accuracy, completeness, timeliness, and compliance. D.

Training and Staff Development Provides orientation, on-the-job training, refresher education, and technical assistance to new and current MSAs using approved procedures, training materials, competencies, and standard work. Reviews training records, identifies knowledge or skill gaps, and communicates training needs and recommendations to the Supervisory MSA.

Reviews and updates local procedure manuals, reference materials, job aids, and standard work at least semi-annually or when guidance changes, subject to supervisory review and approval. E. Community Care Referral and Appointment Coordination Supports the administrative progression of the Veteran's Community Care episode from receipt of an authorized referral through scheduling, documentation receipt, required follow-up, and administrative disposition or closure.

May contact Veterans, authorized representatives, and community providers to explain administrative requirements, request missing non-clinical information, communicate status, and support timely referral processing. F. Systems, Call-Queue Operations, and Records Uses CPRS, CTM, HSRM, PPMS, Finesse, approved electronic fax and scanning tools, and other authorized patient and Community Care systems applicable to the assignment.

Monitors assigned electronic fax, scanning, or document queues to support timely processing and routing of Community Care records. Total Rewards of a Allied Health Professional Work Schedule: Monday through Friday; 8:00am - 4:30pm Recruitment/Relocation Incentives (Sign-on Bonus): 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).

Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. 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 #: 63753F Permanent Change of Station (PCS): Not Authorized