Lead Medical Support Assistant

Full Job Description

This is a work leader position within the Business Office of the Tennessee Valley Healthcare System (TVHS) - Business Office.

The Lead MSA performs a variety of administrative functions associated with the scheduling of patient care for the clinical programs at TVHS.

The incumbent oversees the status of work within clinical services, tracks tasks, ensures deadlines are met, and makes sure work is completed in accordance with required standards and specifications.

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

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 English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

Grade Determinations: In addition to the basic requirements above, applicants must meet the following experience: GS-7 Lead MSA Experience.

In addition to the basic requirements above, applicants must have One year of experience equivalent to the GS-6 (AMSA) grade level.

Examples of experience include, but are not limited to: processes incoming patient secure messaging through MyHealtheVet or similar centralized scheduling program and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community) AND GS-7 Lead MSA 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: None Note: You must provide detailed information of your experience performed.

Information such as "I was a Medical Support Assistant" is insufficient to determine your qualifications.

Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hour worked per week.

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.

The actual grade at which an applicant may be selected for this vacancy is in the range of GS-07 to GS-07 Physical Requirements: Typically, the Lead Medical Support Assistant must be able to operate a computer terminal and be able to manage multiple activities at one time.

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

Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items.

Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak clinic hours or on days that have a large volume of clinic activity. Major Duties:

This position serves as the Lead Medical Support Assistant (MSA) for the Outpatient clinical services. Monitors clinic access to care and utilization.

Provides educational sessions to train new employees. Performs patient scheduling, registration, and communicates with patients in an appropriate manner.

Oversees the status of work within clinical services, to include tracking tasks, ensuring deadlines are met, and work is done in accordance with regulations and specifications.

Makes adjustments in workloads to meet established priorities. Resolves workplace issues and complaints, referring more complex issues to the supervisor.

Conducts ongoing audits to ensure quality of work and accurate/timely scheduling of appointments. Identifies education and training needs of staff.

Work Schedule: Monday - Friday, 7:00am - 3:30pm Telework: Not Available Virtual: This is not a virtual position.

Functional Statement #: 71322-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized