Lead Medical Support Assistant

Full Job Description

The Lead Medical Support Assistant positions are located in the Business Office at Jesse Brown VAMC.

The incumbent performs duties related to the support of the ACD line by scheduling both Community Care and internal VA consults to provide veterans with first call resolution.

To qualify for this position, facility applicants must meet all requirements within 30 days of the closing date of this announcement.

Basic Requirements: The following are the basic requirements and amounts of experience and/or education required to qualify for this position.

Creditable experience is defined as, experience that demonstrates the knowledge, skills, and abilities (KSA's) associated with current Medical Support Assistant responsibilities.

Experience satisfying this requirement may be paid/non-paid employment as a Medical Support Assistant. CITIZENSHIP: Must be a United States Citizen.

ENGLISH: Must be proficient in basic written and spoken English.

EDUCATION/EXPERIENCE: Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant.

OR Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university.

One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university.(TRANSCRIPTS REQUIRED) OR Equivalent combinations of experience and education are qualifying for entry level.

(TRANSCRIPTS REQUIRED)IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION.

GS-7 LEVEL GRADE REQUIREMENTS:SPECIALIZED EXPERIENCE: One (1) year of experience that is directly related to the duties of a Medical Support Assistant and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position.

This experience must be equivalent to the next lower grade level (GS-6) and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities.

Experience at this level includes, but is not limited to: expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model; collaborate and communicate with a wide range of medical clinicians across multiple disciplines; sets priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies, and regulations; communicates tactfully and effectively by phone, in person and in writing; advanced knowledge of the technical health care process including 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; advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care to include appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.; an advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Preferred Experience: Experience with Community Care or Referral Consult Team scheduling in the past year, and experience with ACD line and veteran customer service skills.

AND KNOWLEDGE, SKILLS, AND ABILITIES: In addition, applicants must demonstrate the following KSAs: KSA 1: 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.

KSA 2: Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.

KSA 3: Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.

KSA 4: Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.

KSA 5: Ability to provide staff development and training. KSA 6: Ability to manage staffing requirements, manage workflow priorities, ad 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 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards, dated August 1, 2019. Physical Requirements: The work is primarily sedentary.

Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items.

Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.

Work Environment: The work environment involves everyday risks or discomforts, which require normal safety precautions.

The work requires safe work practices with office equipment, avoidance of trips and falls and observance of fire regulations. The work area is adequately lighted, heated and ventilated.

The employee works in a close proximity to patients, and is therefore, exposed to communicable diseases. Some exposure to verbal abuse may be experienced in certain positions. Major Duties:

Duties include, but are not limited to: responsible for tracking veteran referrals and scheduling the veteran appropriate either internally or out in the community as appropriate.

explains requirements and criteria for many different areas such as prosthetic devices, medications, dental care, outside referrals and/or community care, and any special procedure which may be necessary or requested to veterans.

ensures confidentiality of the variety of material that will be handled by following the organization's rules and regulations governing confidentiality, including but not limited to the Privacy Act, HIPAA, the Freedom of Information Act (FOIA), and 38 U.S.C.

7332 governing the release of records containing information regarding the treatment of drug and/or alcohol abuse, Sickle Cell Anemia and infection with Human Immunodeficiency Virus (HIV).

Schedules across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals as it relates to access to care.

Utilizes the community care tools admin screening triage tool, Health Share Referral Manager (HSRM), Community Provider Locator (CPL) and demonstrates knowledge of the Veterans Health Information Exchange (VHIE).

Communicates with in-network community-based medical offices/facilities to schedule appointments and communicate with the patient and team as necessary.

Schedules appointments in the community based on Veteran scheduling preferences, community care eligibility criteria, and established community care scheduling processes when appropriate.

Plans, prioritizes, and organizes work independently with general assistance from the Supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisor.

Work Schedule: Monday through Friday 8:00am-4:30pm Virtual: This is not a virtual position.

Functional Statement #: 08677F Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized