LEAD MEDICAL SUPPORT ASSISTANT

Full Job Description

This position is assigned to the Health Administration Service as Lead Medical Support Assistant for the Ward Administration Section.

The Lead Medical Support Assistants coordinate the administrative activities and responsibilities of the Medical Support Assistants under their leadership.

They are responsible for monitoring the workload and re-directing if necessary to meet daily section goals.

They oversee the daily administrative duties of the Medical Support Assistants under their leadership.

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 and Education: 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) Grade Determinations: Lead Medical Support Assistant at GS-7 Experience.

One year of experience equivalent to the GS-6 grade level, Examples of experience may include: Collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g.

medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met Independently set priorities and organize work to meet deadlines, ensuring compliance with established procedures, policies and regulations; Communicate tactfully and effectively, electronically, by phone, and in writing, with internal and external customers This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns Acquired advanced knowledge of the technical health care process (including, but not limited to, 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.

Acquired advanced knowledge of polices and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability etc.

Acquired advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. 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.

Demonstrated Knowledge, Skills and Abilities: The applicant must also be able to demonstrate the following KSA's: 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 References: VA Handbook 5005The full performance level of this vacancy is GS-7.

Physical Requirements: There are no specific physical requirements. The work performed is predominately clerical in nature and requires no special physical standards.

The work is usually performed in an office setting. Major Duties:

VA Careers - Medical Support Assistant: https://www.youtube-nocookie.com/embed/EE9c4XkaELo The incumbent leads .a unit or team of employees performing work at the GS-5 level.

Provides guidance and technical direction for accomplishing the work of the unit or team. Ensures the work assignments of employees in the unit are carried out.

Works with supervisor in the assignment of functions to team members in order to meet routine and unusual deadlines and priorities.

Distributes and balances workload and task among employees in accordance with established workflow and/or job specialization.

Ensures timely accomplishment of assigned tasks, and ensures that each employee has enough work to keep busy.

Monitors the status and progress of work and makes day-to-day adjustments in accordance with established guidelines.

Maintains a current knowledge and answers questions of other .employees procedures, policies and directives.

Trains or arranges for the training of team members in the accomplishment of task and projects. Gives on the job training to new employees in accordance with established procedures and practices.

Monitors and reports on the status and progress of work, checking on work in progress and reviewing completed work to see that the supervisor's instructions on work priorities, methods, deadlines and quality have been met.

Obtains assistance and/or needed information from the supervisor on problems that may arise or backlogs that cannot be disposed of promptly.

Checks work in progress or spot checks work not requiring review, and reviews completed work to see that the supervisor's instruction on work sequence, procedures, methods and deadlines have been met.

Amends or rejects work not meeting established standards; refers questions or matters not covered by standards and problems in meeting performance standards to supervisor.

Performs the following limited administrative personnel management functions: a.- Monitors working conditions such as seating, ventilation, lighting; safety.

Approve emergency leave for a few hours or for emergencies. Provides information to the supervisor concerning promotions, reassignment, recognition for outstanding performance, and personnel needs.

Informs employees of available employee benefits, services and work-related activities. Reports to the supervisor on performance, progress and training needs of employees, and on behavior problems.

Resolves simple, informal- complaints of employees and refers others, such as formal grievances and appeals, to the supervisor or an appropriate management official.

Provides training and orientation for newly assigned personnel and/or the implementation of newly assigned task. Serves a Notary Public to all veterans, inpatient and outpatient.

Performs detail investigation on patient's lost belongings and completes claim form. Serves as Patient's ·Funds coordinator to retrieve, protect and deposit patient's monies.

Orders all unit supplies and assists in maintaining adequate stock levels. Provides assistance for the completion of reports upon demand.

Assists with spot check evaluations· for the Medical Support Assistant's required performance of duties.

Troubleshoots complex ward activities and situations to help resolve issues before they escalate into problems.

Evaluates the needs of the unit and keeps supervisor abreast of all administrative Activities that have an impact on patient care and/or impact on workload performance.

Monitors the administrative workflow of the nursing unit and redistributes work to ensure completion.

Personally greets patients, ancillary staff and visitors requesting assistance, putting them at ease.

Carefully observes and briefly questions patients and or their family members to determine their needs of assistance and direct them to the appropriate medical center section, office and/or staff member.

OTHER DUTIES AS ASSIGNED Work Schedule: 3:30pm-12:00am (Night Shift) Telework: Not Available Virtual: This is not a virtual position.

Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized