LEAD MEDICAL SUPPORT ASSISTANT

Full Job Description

The incumbent serves as a Lead Medical Support Assistant in Care in the Community (CITC).

Duties may be performed in Clinic Based Outpatient Clinic (CBOC), Inpatient, Call Center, Outpatient Clinic, or Patient Aligned Care Team (PACT) model or a Specialty Care Setting involved in a PACT model.

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 3j. Experience and Education. (1) Experience: No experience required.

(2) Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

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).

IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-7 LEVEL TO QUALIFY FOR THIS POSITION.

Grade Determinations: SPECIALIZED EXPERIENCE, GS-7: Must have one (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position.

To be creditable, 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.

AND Demonstrated Knowledge, Skills, and Abilities.

In addition to the specialized experience described above, you must demonstrate all the following KSAs: 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.

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

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 and coordinating with a variety of interdisciplinary care team staff. Ability to provide staff development and training.

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.

Reference: For more information on this qualification standard, please visit https://department.va.gov/employees/va-qualifications-standards/. The full performance level of this vacancy is GS-7.

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

The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow.

Assignments at this level include, but are not limited to: Assuring coverage of all areas of responsibility; Conducting ongoing reviews to ensure quality of work; Ensuring accurate and timely scheduling of appointments; Providing guidance to staff members to include changes in policies and procedures; Distributing and balancing workload; Creating and maintaining employee work schedules; Orienting and providing on-the-job training for new and current employees; Ensuring all training requirements are met; Organizing the work structure for his/her assigned areas; Acting as liaison between AMSA and staff in order to resolve day to day conflicts.

Work Schedule: Full-time, Monday-Friday, 7:30am-4:00pm Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 00795F Permanent Change of Station (PCS): Not authorized