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

United States Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a). Experience. None 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. Foreign Education.

To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials. 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). Experience. Creditable Experience. To be creditable, the experience must have required the use of knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting.

Experience satisfying this requirement may be paid or non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Part-Time Experience. Part-time experience is creditable according to its relationship to a full-time workweek. For example, an individual employed 20 hours per week, or on a half-time basis, would receive credit for 1 full-time workweek for each 2 weeks of service. Quality of Experience.

Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level of the position being filled.

For all assignments above the full performance level (FPL), the higher-level duties must consist of significant scope, administrative independence, complexity, 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.

02Grade Determinations

In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified. 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 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. Assignment. For all Lead assignments the Lead MSA must spend at least 25% or more of their time performing lead duties. 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. 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.

03Physical Requirements

See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

Lead MSAs are considered chief sources of information and play an important role in accomplishing the work of the unit by performing duties below. Scheduling, cancelling, re-scheduling patient's appointments and/or consults; and appointment cancellation information. Verifying and updating demographic and performing basic eligibility. Initiate the process of medication refills. Reviewing health records. Participate in weekly huddles and training.

Assist in creating, updating, and presenting theagenda, take meeting minutes, and distribute them to the entire team. Logging into automatic computer-based phone system to answer and direct multi-line phone systems in a courteous manner. Taking complete accurate telephone messages and/or documentation. Enters appropriate, complete, accurate information into electronic record (CPRS/VISTA) and other clinical information systems as appropriate to the area assigned contact into CPRS via view alerts.

May be required to perform the following: Timekeeping, ADPAC (Automated Data Processing Applications Coordinator), PIV Sponsors, maintenance of office supplies as designated shopper. Performs typing work from written material using word processing or electronic spreadsheet software and equipment (such as but not limited to Microsoft office applications).

Appropriately transferring "triage" patient to Nurse Triage, notifies the appropriate nursing staff members and brings urgent matters to immediate attention of nursing or physician staff. Collaborates effectively with the other staff to ensure seamless care. Responsible for acknowledging, responding and/or completing routed view alerts within 48 business hours. As required, types of routine correspondence, progress reports, memorandums and statistical reports using Vista, MS Word and Excel.

Maintains up to date status on mandatory TMS training to include but not limited to: VA Scheduling Requirements. Understanding of beneficiary enrollment and means testing. The incumbent may provide on-the-job training to new employees in accordance with established procedures and practices and may provide feedback to the new employee. Selecting, completing, and routing requests for patient activities and treatment procedures, and scheduling appointments for patients with other medical services.

The incumbent must be able to accept feedback (negative and positive) to grow and expand their expertise. Must have minimum of basic knowledge of the following eligibility, TRICARE & ChampVA eligibility, Release of Information process, My HealtheVet, HIMS. The Lead MSA is responsible for daily workload assessments, assigning work assignments; assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interprofessional settings.

The Lead MSA assists the department with complex and non-standard procedures, including clinical flow process related to access to care across multiple clinics, specialties and/or community resources. Works collaboratively with services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.

The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow. Facilitate problem-solving within the team and actively participate in team tasks and activities. Report team performance, attendance, any behavioral issues, or concerns to the Supervisor as they arise. Work Schedule: Monday -Friday 8:00am-4:30pm or as determined by supervisor. Telework: Not Available Virtual: This is not a virtual position.

Functional Statement #: 662-12076F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized