Lead Medical Support Assistant

Full Job Description

The Lead Advanced Medical Support Assistant serves the Behavioral Health Service line.

The incumbent works closely with the staff in outpatient clinic areas to ensure the direct activities related to the day-to-day care of patients are maintained.

The incumbents working knowledge of various policies and procedures relating to the business rules regarding Scheduling, Clinical Access, and the proper flow of work within the team contributes significantly to the daily business activities.

Basic Requirements: 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. No experience required. *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 Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

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

Grade Determinations: Experience. One year of experience equivalent to the GS-5 grade level. Demonstrated Knowledge, Skills, and Abilities.

Candidates must demonstrate [all of] the KSAs below: 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, ensuring compliance with established policies and regulations. Ability to provide staff development and training.

Ability to manage staffing requirements, manage priorities, and coordinate with staff in the unit in order to complete duties in an accurate and timely manner.

This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work.

Ability to review and monitor data to ensure all reports are complete and accurate.

Preferred Experience: 1 year experience working in a clinical environment coordinating clinic schedules for providers (e.g.

medical doctors, nurse practitioners, physician assistants, psychologists/psychiatrists).

1 year experience scheduling patients in a medical appointment software in an interdisciplinary coordinated care delivery model.

1 year experience with medical terminology in a interdisciplinary coordinated care delivery model.

1 year experience managing patient communications in an interdisciplinary coordinated care delivery model (e.g. telephone and/or e-mail).

1 year experience with documenting appropriate information into an electronic medical record.

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-06.

Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work.

Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site.

Incumbent may carry and lift light items weighing less than 15 pounds. Major Duties:

The Lead Advanced Medical Support Assistant (AMSA) performs a variety of administrative functions associated with the scheduling of patient care.

As such, the incumbent must have knowledge of VA policies, regulations, guidelines, and processes as they relate to the scheduling of patient appointments and pre-appointment clinical requirements (i.e., labs, EKS, measures) to ensure readiness for the patient visit and will monitor the Access/waitlist.

Incumbent must keep abreast of rapidly changing regulations, directives, software updates, programs, and processes in delivering the healthcare benefits package.

The incumbent must have the ability to learn technical competency in the use of VistA, ISS, CPRS, ICB, CTM, CTB, and appointment management systems.

Must provide excellent customer service and have an advanced understanding of medical terminology, medical administrative practices, patient consult processes, patient scheduling procedures, medical record systems, the Privacy Act, HIPPA rules and the Freedom Act as they relate to the handling of confidential and sensitive patient information.

The incumbent must be a proficient computer operator who can learn, understand, and monitor department-specific software programs, as well as knowledgeable in Microsoft Office programs; must be proficient in gathering, analyzing, and reporting data as it relates to clinic operations and staff monitoring.

The incumbent oversees the status of work for AMSAs and makes day-to-day adjustments by established priorities, obtaining assistance from the supervisor on problems that may arise.

Possess the ability to resolve simple informational complaints of employees, referring others to supervisor for resolution.

The incumbent will conduct ongoing audits to ensure the quality of work for accurate and timely scheduling of appointments.

Recognize and refer to the supervisor's substandard performance or behavior as needed.

Provides information and makes recommendations to supervisor on staff duty performance and recommendations for reassignments, recognition for outstanding performance, and other personnel needs.

The incumbent orients and provides on-the-job training for new and current employees.

Assignments at this level include, but are not limited to the following: Responsible for implementing and maintaining Advanced Clinic Access principles.

Stays abreast of clinic wait time issues, both length of time to appointment and actual time spent waiting for the provider. Functions as customer service leader in the clinic.

Trains staff on customer service principles. Assesses patient satisfaction on a periodic basis.

Provides orientation to new medical support assistant staff concerning administrative functioning of the clinic.

Trouble shoots information technology issues to include use of CPRS and VISTA Imaging and hardware issues. Manages clinic supplies and equipment by interfacing with SPD and Biomedical Engineering.

Maintains physical plant of the clinic by ensuring cleanliness and functionality of surroundings.

Provide ongoing training and assistance to new and incumbent personnel regarding office polies and procedures. Generate required reports.

Monitors no-shows to clinic and assists in appropriate disposition of such patients. Monitors clinic functions for quality improvement opportunities.

Anticipates needed changes based on data and recommends appropriate action or suggests appropriate alternatives. Daily monitoring of workload capture and view alerts (VA Alerts).

Oversight to assists providers in completing encounters and clinical reminders. Daily monitoring of incoming consults to ensure timely and appropriate scheduling.

Assists providers in the discharge of patients back to Primary Care ass appropriate. Prepare action plans and provide recommendation for corrective action.

Anticipates staff shortages and adjusts clinic schedule accordingly. Work Schedule: Monday - Friday, 08:00am - 04:30pm Telework: Ad-hoc Telework available Virtual: This is not a virtual position.

Functional Statement #: 55506-F