Lead Medical Support Assistant-Care in the Community

Full Job Description

The Lead MSA performs clerical and administrative support in the coordination, care and treatment provided to veterans through the CITC referral processing procedures at the VA Black Hills Health Care System, including the Community Based Outreach Clinics.

Provides guidance and leadership to scheduling clerks, including Advanced Medical Support Assistants and subject matter expert in all CITC processes, procedures and requirements.

This position can be based out of either listed locations. ***KSA Recommendation - All qualifying experience you possess must be clearly described in your application package.

We will not make assumptions when reviewing applications. Failure to demonstrate your experience and knowledge, skills, and abilities (KSAs) in your application may result in disqualification.

It is strongly recommended that you write to each KSA (found below) to demonstrate how you have gained each one in your application package or on a supplemental document*** Creditable Experience: Knowledge of MSA Practices.

To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting].

Experience satisfying this requirement may be paid/non-paid employment as [an] MSA or [an equivalent position in a non-VA hospital or clinic setting]. BASIC REQUIREMENTS: a. Citizenship.

Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).

b. Experience and Education. (1) 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 (2) Education.

One year above high school; OR (3) Experience/Education Combination.

Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. c. Certification. None required. d. 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:(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.

e. Foreign Education. To be creditable, education completed outside the U.S.

must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S.

programs. f. Physical Requirements. See VA Directive and Handbook 5019. g. 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.

Grade Determinations: Lead Medical Support Assistant, GS-7: 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. AND 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.

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.

Preferred Experience: Community Care Advanced Medical Support experience preferred. Lead experience preferred but not required.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS07.

Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position.

Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. Major Duties:

Total Rewards of a Allied Health Professional Major duties include, but are not limited to, the following: Responsible for the coordination of Advanced MSA and MSA assignments and workflow found in the CITC team.

The Lead MSA is responsible for daily workload assessments, assuring proper staffing coverage, maintains efficient workflow through the administrative CITC team; reviewing training records; and determining if training needs exhibit across the administrative team.

The Lead MSA assists the administrative staff with complex and non-standard consults across all specialties and identifies need for resources for staff.

Assignments at the 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 maintain employee work schedules; and acting as a liaison amount Advanced MSA staff, patients and other interdisciplinary staff to resolve day to day conflicts.

Responsible for coordination of department flow and other administrative support functions associated with the day to day department operation.

The Lead MSA is a subject matter expert in all administrative support packages such as FBCS, CPRS, VISTA, VSE, REFDOCS, HSRM, PPMS, Consult Tracking Manager , Message Manager, Scheduling Manager and all other administrative packages required for scheduling staff to perform the functions of their role in community care.

Ensures workload coverage, which may include covering the AMSA and MSA roles as needed if gaps in staffing/coverage are identified.

The incumbent identifies this need independently without supervisor direction. The incumbent functions are directed to them by the CITC Administrative Manager and Supervisory MSAs.

The Lead MSA works with the minimal supervision and must be responsible for sound decisions at all times.

The Lead MSA plans and organizes work with general assistance from the supervisor, however, is expected to perform at a high level of independence.

The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines and any barriers to insuring timeliness of scheduling community care appointments.

He/she is responsible for maintaining the confidentiality of information obtained to carry out required duties.

Assists the supervisor in monitoring and ensuring the integrity of various databases, to include consult management and other reports and data used in the management of administrative and customer service within the service line.

Work Schedule: Monday-Friday, 7:30am-4:00pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Ad-hoc only, per Supervisor's discretion Virtual: This is not a virtual position.

Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized