LEAD MEDICAL SUPPORT ASSISTANT

Full Job Description

The Lead Medical Support Assistant will perform administrative support duties that may be performed in a Clinic Based Outpatient Clinic, Call Center, Inpatient Clinic, or Outpatient Clinic.

Among other duties, the MSA will interact with both internal and external customers; establishing and maintaining medical outpatient and inpatient charts as well as administrative records; verifying third party insurance and updating information; and obtaining medical information from patients.

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 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 Grandfathering Provision: 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).

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: (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation.

(2) 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.

(3) 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.

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

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The work is mostly sedentary.

It typically requires sitting with sustained periods of concentration. There will be some walking, standing, bending, and carrying of relatively light objects.

The position may also require stooping, reaching, lifting, pulling, and other moderate exertion or strain. Incumbent may occasionally have to walk some distance to a meeting. Major Duties:

The primary function of the Lead MSA is to ensure smooth operation of all aspects related to the clinical administrative operations on all sections of the Primary Care Service.

The Lead MSA will perform a wide variety of administrative tasks associated with maintaining and supporting the work performed within Rehabilitation Service.

Lead MSA will monitor productivity, work assignments, provide input on performance, resolves daily workplace issues, and oversee and implement processes that support efficient and effective workflow, and effectively support the needs of the clinic.

Assignments at this level include, but are not limited to: Assure coverage of all areas of responsibility Conduct ongoing reviews to ensure quality of work Ensure accurate and timely scheduling of appointments Provide guidance to Advanced MSAs and MSA contractors to include changes in policies and procedures Distribute and balance workload Create and maintain Advanced MSAs and MSA contractors schedules Advise on employee training modules, orienting and providing on-the-job training for new and current Advanced MSAs and MSA contractors Ensure all training requirements are met; organizing the work structure Act as liaison between Advanced MSAs, MSA contractors, and other SFVAHCS staff in order to resolve day to day conflicts.

Provide coverage, support and back up for the Rehabilitation Service MSAs.

In addition, the Lead MSA will have working knowledge of the Program Support Assistant and Program Specialists duties and responsibilities and serve as back-up.

Work Schedule:8:00am - 4:30pm Monday - Friday Compressed/Flexible: Not Available Virtual: This is not a virtual position.

Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized