Lead Medical Support Assistant

Full Job Description

The Primary Purpose of the Position is: To lead HAS staff in performing and to perform administrative and clerical support work relating to the care and treatment given to patients of the inpatient units, outpatient clinics, ancillary support services, scheduling call center, Eligibility & Enrollment (E&E) Office, Beneficiary Travel Reimbursement office, and Compensation and Pension office at these facilities.

Basic 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.

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).

GS-07: Lead Medical Support Assistant. One year of experience equivalent to the GS-06 grade level.

Experience equivalent to the GS-06 grade level includes: 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i.

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. ii.

Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.] [iii.] Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.

iv. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff]. v. Ability to provide staff development and training.

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

Preferred Experience: Experience with: Consults, RTC orders, Travel vouchers, Pre-registration, and Insurance. Previous experience resolving issues concerning: Patients, Co-workers, visitors.

1 year of experience providing instruction/training in a formal setting. 1 year of experience with Clinical Computer software packages.

Experience completing working deadlines within timeframe allotted. Experience working closely with management.

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.

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:

VA Careers - Lead Medical Support Assistant: https://www.youtube-nocookie.com/embed/UJO_XH5uCLs Total Rewards of a Allied Health Professional Duties include but are not limited to: The Lead Medical Support Assistant (LMSA) is responsible for the coordination of Advanced MSA/MSA assignments and workflow found in an interdisciplinary unit.

LMSAs provide evaluation information of personnel and work areas to establish adequate staffing coverage.

The LMSA 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.

The LMSA is responsible for a leadership role in evaluating training records, determining training needs, and providing comprehensive, detailed, on-the-job training to all MSA staff in the clinics and administrative sections of HAS.

LMSAs acts as a liaison between the HAS Supervisors and Clinical and/or Administrative Staff of the facility as well as among, patients, and other interdisciplinary staff to resolve day-to-day conflicts.

Keeps supervisor advised of staff evaluation information, staffing shortages, and deficiencies or non-compliance regarding performance of Medical Support Assistants (MSA) and Advanced Medical Support Assistant (AMSA).

Responsible for coordination of administrative functions associated with the care and treatment of patients in the inpatient and outpatient clinic areas, eligibility, travel, call center, and compensation and pension sections.

LMSA performs a range of duties that exemplify the full-performance level, which include responsibility for interpreting and verifying provider orders in accordance with the current VHA National Scheduling Directive guidelines.

Daily use of Veteran Scheduling Enhancement (VSE), Integrated Scheduling System (ISS) and/or Veterans Health Information and Technology Architecture (Vista) software packages.

At this level the LMSA coordinates activities within the area to include consult referrals to other services, lab, x-ray, other special studies, prints and provides unverified (A/D/T) orders or open request, and monitors completion of orders, verifies patient demographic information to include address, telephone number and next of kin (NOK) information.

Clinic activities also include scheduling, rescheduling, no-shows, review Encounter report for completions/corrections, monitor of electronic wait list, consult scheduling, cancellation, and resolution.

Informs patients about My HealtheVet in-Person Authentication and direct patients to areas associated with the program to be registered.

Resolves informal complaints and responds to request for non-technical information on such subjects as status of reports/laboratory work, suspense dates, hours of operation, how to complete various medical forms, etc.

Ensure encounters are properly addressed and closed within their scope to obtain appropriate workload credit. Reviews VSE open request, appointments, or consults, for closure.

Completes clinic closeout- no actions taken and incomplete check-ins during daily reviews. Work Schedule: Monday- Friday 7:30am-4pm or 8am-4:30pm, based on the needs of the service.

Recruitment Incentive (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) 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 #: 50526-F