Lead Medical Support Assistant

Summary The incumbent serves as a Lead Medical Support Assistant (MSA) under the Department of Surgery at the San Francisco Veterans Affairs Health Care System. Acts as the facilitator and administrative coordinator under Surgical Service and works closely with the other surgical MSA, Section Chief, chief/senior residents, and other surgical staff to maintain smooth workflow by addressing deficiencies as needed. May be required to act as a 'float' to assist with unit coverage. Qualifications United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy Experience: None Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education Licensure/Certification/Registration: None English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f) 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: Lead Medical Support Assistant - GS-7 Experience One year of experience equivalent to the GS-6 grade level AND Demonstrated Knowledge - Skills - and Abilities 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 Ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics The Lead MSA must spend at least 25% of time performing lead duties Responsible for coordination of Advanced MSA assignments and workflow in an interdisciplinary unit 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 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 Ensuring accurate and timely scheduling of appointments, providing guidance to staff members, creating and maintaining employee work schedules, and acting as liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts Physical Requirements: The work is mostly sedentary; requires sitting with sustained periods of concentration; some walking, standing, bending, carrying of relatively light objects; may require stooping, reaching, lifting, pulling, and other moderate exertion or strain; occasionally walk some distance to a meeting. Duties Assist with the coordination of patients and follow them through their first clinic appointment to their post‑operative appointments, ensuring any patient issues or problems are identified and resolved at the surgical subspecialty level. Provide knowledge of all VAMC programs, policies, directives, resources, and processing requirements for surgery, offering continuity of patient care to the respective specialty. Serve as a multi‑skilled person dedicated to patient care management, promoting patient flow and administrative efficiency in both inpatient and outpatient settings. Takes calls from outside medical providers concerning referrals and transfers that would otherwise create complex coordination of encounters for patient and professional health providers. Ensure consults are received and addressed in a timely manner and prioritize making clinic appointments based on the severity of the case. Works with surgical teams to arrange transportation, accommodations, and medical notices to the patient's employers; completes disability and leave of absence paperwork for California State and Medicare. Compose personalized letters requested by patients and obtain appropriate physician verification and signatures for urgent or stat consults. Communicates effectively and articulates complex materials. Sustains high responsibilities by orchestrating emergent patient intake or a clinic visit within 7-10 day time frame. Act as the patient's primary advocate, updating and reassuring patients through the surgical scheduling process. Receives a high volume of calls from patients and triages to appropriate providers. Interacts frequently with cardiology, radiology, ultrasound, pulmonary, social work, dentistry, physical therapy, and medical practice. Organizes booking times with specific services midweek when patients are most likely to be at SFVA for clinic. Regulates bed control by communicating with sub‑specialty MSAs, social workers, admissions office, and medical teams, reporting to the Supervisory MSA. Coordinates coverage with consult scheduling, surgical scheduling, and ensures phone coverage while other MSA's are on leave. Helps with issues pertaining to the Surgical Package, delinquent op reports, discharge summaries, and patient encounters. Addresses patient concerns and complaints through working with the SFVA patient advocate; may report findings to the AO of Surgical Service. Work Schedule: 8:00am–4:30pm or as determined by supervisor. Telework: Not available. Virtual: This is not a virtual position. Functional Statement #: 08126F. Relocation/Recruitment Incentives: Not authorized. Permanent Change of Station (PCS): Not authorized. #J-18808-Ljbffr U.S. Department of Veterans Affairs