Lead Medical Support Assistant

Full Job Description

The Lead MSA position is located in the Santa Maria Outpatient Clinic.

The work includes serving as the initial contact for the units, outpatient clinics and patients, duties include but not limited to scheduling, tracking, reviewing, responding to electronic orders, consults and other elements in the electronic medical systems and records.

Note: The 2-page Resume requirement does not apply to this occupational series.

For more information, refer to Required Documents below." 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: 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.

Grade Determinations: Lead Medical Support Assistant, GS-7 In addition to the basic requirements above, all applicants must also meet the following grade requirement for a Lead Medical Support Assistant, GS-0679-7.

They must have one (1) year of experience equivalent to the GS-6 grade level and also be able to demonstrate the KSAs listed 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.

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.

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 Physical Requirements: The work is primarily sedentary with prolonged periods of sitting.

The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Major Duties:

VA Careers - Lead Medical Support Assistant: https://www.youtube-nocookie.com/embed/UJO_XH5uCLs Ensuring accurate and timely scheduling of appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.

In addition, interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: schedule, cancel no-show appointments and utilize the Electronic Waiting List accurately in a timely manner.

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.

The incumbent explains VA's mandate to collect insurance information to veterans, their families, and other eligible patients.

Collects, scans, and updates health insurance information serving a major role in the revenue process.

Promote veteran registration for and utilization of my Health eVet (MVH), online personal health record for veterans.

Performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics.

Incumbent must screen / receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desire using privacy rules and established clinic processes.

Incumbent must assist with clinic access contingency plans by adjusting appointment times, locations, or dates as well as shift patients to the healthcare providers as conflict with staffing and / or coverage occurs.

Incumbent must use each interaction with the patient to validate and update patient demographic information, in-person, during check-in, or over the phone.

Daily review of active / pending consults, Electronic Wait List, Recall List and Audiocare communications for accuracy and disposition.

Performs timekeeping responsibilities for the assigned time and leave group(s) in accordance with all Veterans Health Administration policies, directives and procedures. Grandfathering Provision.

All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation.

For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:

Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.

Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.

If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

Supervisory Controls The employee plans and carries out successive steps of work assignments and independently handles scheduling problems and deviations based on personal knowledge of clinic operations and policy, schedules, and provider's preferences.

The incumbent must coordinate efforts to ensure all aspects of duties are accomplished efficiently, timely, and correctly.

Incumbent plans and carries out the day to day operation of the office independently utilizing initiative to resolve problems.

Incumbent's supervisor sets priorities but allows the employee to organize recurring activities.

Completed assignments are evaluated for technical soundness, usefulness, and conformance with VA requirements. Customer Service Meets the needs of the Veteran customers while supporting VA missions.

Consistently communicates and treats customers (Veterans, their representatives, visitors, and all VA staff) in a courteous, tactful, and respectful manner.

Provides the Veteran with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.

Work Schedule: 8:00 am - 4:30 pm, Monday - Friday Recruitment Incentive : Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Telework: Not Authorized Virtual: This is not a virtual position.

Permanent Change of Station (PCS): Not Authorized