LEAD MEDICAL SUPPORT ASSISTANT

Summary

This position has lead responsibilities for technical and administrative direction of all Medical Support Assistant (MSA) staff in Health Administration Service - Reno proper and responsible for the technical direction for all MSAs located at the CBOCs.

Learn more about this agency

Duties

Help

Major duties include but not limited to:

• Ensures that all clinic administrative requirements are completed accurately, in a timely manner and are meeting established standards. Performs check on work in progress or spot check work not requiring review (filing) and review completed work to verify the supervisor's instruction on work sequence, procedures, methods and deadlines have been met. Performs audits upon supervisory request.
• Provides on-the-job orientation and training to new employees and assures that current employee's are up-to-date on all procedural requirements and changes.
• Informs the supervisor of performance, progress, need for additional training or any problems encountered with employees.
• Develops and implements controls within the clinic setting and resolves problems as they occur, whenever possible. He/she makes informative suggestions concerning personnel promotions, reassignments or recognition of outstanding performance and contributions.
• Contacts Veterans as appropriate to ensure optimal customer service regarding scheduling needs, or as needed by the Service Chief.
• Maintains clinic schedules,
  • cancellations and other changes as requested by clinic providers and/or the supervisor. He/she reschedules as necessary and assures that clinic activity flows at a steady pace. He/she keeps the Supervisor informed of all scheduling/cancellation problems.
• Evaluates and implements new policies and procedures pertinent to the duties of the staff. Establishes work priorities and ensures deadlines are met.
• Coordinates and reviews the work of the MSA. Trains staff in job duties, safety procedures and medical center policies and establishes regular in-service training sessions.
• Resolves day-to-day problems and keeps the supervisor informed of situations that cannot be easily resolved or those that may have impact or interest beyond the immediate office.
• Maintains contact with medical and clerical staff in various units, wards and ancillary services to resolve delays and communication difficulties in the administrative aspects of providing outpatient care.
• A thorough knowledge of pertinent laws, regulations and local policies regarding entitlement for care in the clinics is required. This knowledge is utilized when providing recommendations to the clinical staff that, in turn, are able to determine appropriate treatment plans based on this information.
• Knowledgeable of Medical Care Cost Recovery requirements and assures that all insurance information, as well as other demographic information, is updated at each visit. The incumbent is able to explain to Veterans and staff the importance of MCCR activities.
• Provides coverage for Supervisory MSA during scheduled and unscheduled absences, and acts as an assistant to the Supervisory MSA for completing of MSA scheduling, time keeping, certification of MSA competencies, as well as preparation of reports and audits and committee actions.
• High level of knowledge of medical terminology is essential to understand and transcribe doctor's orders and to fill out forms with correct and pertinent information.
• Expert knowledge of PACT for insuring that patients are scheduled properly and that neither patient nor staff is subjected to inconvenience due to administrative oversight.
• Expert knowledge of outpatient clinical services available in order to arrange proper follow-through of patient treatment plans including the scheduling of outpatient follow up medical appointments and ancillary tests.
• Expert knowledge of types of orders written by physicians, e.g., diets, tests, medications, plans, transfers, request for records, so that orders can be verified in the computer. Some orders are written with various chemical compounds, symbols, and abbreviations. The incumbent must have knowledge of the meaning of these various chemical compounds, symbols, and abbreviations.
• The Lead MSA must have a high level of skill to schedules outpatient clinic appointments using Veterans Health Information Systems and Technology Architecture (VistA) scheduling options. The incumbent follows nationally/local established business rules to schedule appointments for Veterans. This includes clinic visits, consultations and entries into the Electronic Wait List (EWL). He/she completes the mandatory national and local training requirements for the outpatient scheduling process. Must have ability to understand and utilize Microsoft Word and Excel as well as Outlook, CPRS and VistA at a minimum.
• Perform other duties as assigned and required by the supervisor.

Work Schedule: Full Time, Monday - Friday, (Requires Swing/Night, Weekend, and Holiday hours)

Telework: Not Available

Virtual: This is not a virtual position

Financial Disclosure Report: Not required

Requirements

Help

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

Qualifications

GRADE REQUIREMENTS:

Creditable Experience:

(1) 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].

(2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of [varieties] as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.

(3) Part-Time Experience. Part-time experience as [an MSA or equivalent administrative patient support in] a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, [an] MSA employed 20 hours a week, or on a 1/2-time basis, would receive [one] full-time workweek of credit for each [two] weeks of service.

Grade Determinations: [In addition to the basic requirements for employment listed in paragraph 3 above, the] following [education and experience] criteria must be met when determining the grade of candidates:

Lead Medical Support Assistant, GS-7

(a) Experience. One year of experience equivalent to the [GS-6] grade level.

(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.] 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.

(c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below:

i. [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.

ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.]

[iii.] Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.

iv. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff].

[v.] Ability to provide staff development and training.

[vi.] 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.

DEVIATIONS :

a. The appointing official may, under unusual circumstances, approve reasonable deviations to the grade determination requirements for MSAs in VHA whose composite record of accomplishments, performance, and qualifications, as well as current assignments, warrant such action based on demonstrated competence to meet the requirements of the proposed grade.

b. The placement of individuals in grade levels not described in this standard must be approved by the Under Secretary for Health, or designee, in VHA Central Office.

Authority 38 U.S.C. §§ 7402, 7403]

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit:

Additional information

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Help

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.