LEAD MEDICAL SUPPORT ASSISTANT

Full Job Description

This position supports the VA Community Care Service (VACCS) under the Chief of Staff's located at the C. W.

Bill Young VA Medical Center, Bay Pines, FL with the goal to improve patient care coordination.

The Lead Medical Support Assistant continuously embraces and supports the mission, vision, and value of the VA Healthcare System.

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.

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: Lead Medical Support Assistant, GS-7 Experience: One year of experience equivalent to the GS-6 grade level.

Assignment: .The Lead Medical Support Assistant is responsible for the coordination of Advanced Medical Support assignments and workflow found in an interdisciplinary unit.

The Lead Medical Support Assistant is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of Medical Support Assistants 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 Medical Support Assistants staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.

Demonstrated Knowledge, Skills, and Abilities.

Candidates must demonstrate all of the KSAs below: 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.

Preferred Experience: 1-2 years of Advanced Medical Support Assistant experience at the GS-6 level, prior call center experience, knowledge of VS GUI/ISS, CRM, and VHA Scheduling Directive Reference: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019.

Medical Support Assistant Qualification Standard GS-0679. http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf this can be found in the local Human Resources Office..

The full performance level of this vacancy is GS-07.

Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required.

Light filing, sometimes involving working close to the floor, is involved.

Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment. Major Duties:

The VISN 8 Clinical Contact Center Lead Medical Support Assistant is a unique position requiring a mixture of patient care knowledge, administrative skills, and leadership qualities, promoting goal achievement through team efforts.

Since the program is VISN-wide (Florida, South Georgia, and the Caribbean System), the employee deals with complex system processes, administrative business and clinical issues not requiring a Registered Nurse (RN).

Other duties include, but are not limited to: Providing specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.

Recommending changes to existing clinic procedures based on current administrative guidelines.

Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model.

Coordinates with the patient care team to review clinic appointment availability to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and makes adjustments as necessary.

Develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams , VA medical centers, and other agencies.

Assisting with communications during the inpatient to outpatient discharge. Communicating with non-VA medical facilities; preparing correspondence to notify patients of normal lab results.

Managing a system for follow-up care such as consults, tests, etc. Work Schedule: Monday - Friday 08:00am-04:30pm Functional Statement #: 21415F Permanent Change of Station (PCS): Not authorized.