Lead Medical Support Assistant

Basic Requirements United States 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 and Education. (1) Experience. No experience required (2) Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Certification. None required. English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy. 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: In addition to the Basic Requirements, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for each grade level. Resume must include hours per week for work experience credit. Lead Medical Support Assistant, GS-07 (a) Experience. One year of experience equivalent to the GS-06 grade level which includes: Collaborating with medical clinicians across multiple disciplines, scheduling interdisciplinary appointments, and possessing an advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community OR Providing staff development and training, delegating responsibilities/assigning workload to other staff members, following up on issues, and reviewing and monitoring data to ensure reports are complete and accurate. (b) 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. (c) Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition, you must demonstrate ALL the following KSAs in your resume: 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: Experience supporting Specialty, Primary Care, or Mental Health clinics as an Advanced Medical Support Assistant preferred. 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. Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, puling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment. Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated, and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations. The Lead Medical Support Assistant (LMSA) position is in the Clinical Contact Center of the Veterans Health Care System of the Ozarks (VHSO) located in Fayetteville, Arkansas. Selectee must be located in the catchment area (within 2 hours) to one of the Veterans Health Care System of the Ozarks (VHSO) community-based outpatient clinics or main facility in the event there is a power outage or internet loss.

• The Lead Medical Support Assistant in a VISN Clinical Contact Center (CCC) as part of an inter-professional healthcare team. Lead MSAs provides support across multiple ancillary and inter-professional clinics and determines the needs of the Veteran/caregiver. The lead MSA is responsible for routing clinical questions to appropriate clinical staff. The lead MSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. The Lead MSA provides information on programs and initiatives available to Veterans and provides administrative referrals of services as needed. The Lead MSA collaborates to best coordinate the care needs of the Veteran. Duties may include but are not limited to: Monitors work assignments Provides input on performance Resolves daily workplace issues and maintains efficient workflow Assures coverage of all areas of responsibility Conducts ongoing reviews to ensure quality of work Ensures accurate and timely scheduling of appointments Provides guidance to staff members to include changes in policies and procedures Distributes and balances workload Maintains employee work schedules Orients and provides on-the-job training for new and current employees Ensures all training requirements are met Organizes the work structure of assigned areas Acts as liaison between MSA and staff in order to resolve day to day conflicts Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs all related duties Provides customer service and other duties assigned for the proper and timely treatment of patients Trains staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities Screens and or receives phone calls in a courteous and timely manner to determine the nature of requests and provide the information desired using privacy rules and established inpatient processes. Schedules, cancels, reschedules patient appointments and/or consults; enters no show information; monitors appointment requests from multiple electronic sources. Work Schedule: Monday - Friday, 7:00am-3:30pm or 8:00am -4:30pm. Schedule subject to change based on the needs of the facility. 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: Not Available Virtual: This is not a virtual position. Remote: Medical Support Assistants in the Clinical Contact Center were granted a 180-day mid-term extension from RTO for clinical staff. This position is currently remote. Subject to change based on the needs of the organization.(In which case office space would be assigned by Supervisor at a local VA Facility/CBOC or Federal Agency). Functional Statement #: 564-01613F Permanent Change of Station (PCS): Not Authorized