Lead Medical Support Assistant

Summary The Lead Medical Support Assistant (MSA) performs a variety of administrative functions associated with the scheduling of patient care for the clinical programs at VA Medical Center. Responsibilities VA Careers - Lead Medical Support Assistant: GS-0679-07 Lead Medical Support Assistant This is a Work Leader position: 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. SCOPE OR FUNCTION OF ASSIGNED DUTIES: The Lead MSA performs a variety of administrative functions associated with the scheduling of patient care for the clinical programs at VA Medical Center. The position: Provides educational sessions to train new employees in clerical process in an efficient and effective manner to ensure that clerical processes, functions and goals are understood and met. Utilizes knowledge of VA policies, regulations, guidelines and process as they relate to the scheduling of patient appointments, consults, NEAR, Electronic Wait Lists, and pre-appointment clinical requirements(i.e. labs, EKGs, x-rays) to ensure readiness for the patient visit. Monitors clinic's Access to care. Monitors ICB usage ensuring insurance is collected at time of appointments and captured appropriately by the incumbent and other scheduling staff. Must keep abreast of rapidly changing regulations, directives, software patches, programs, and processes involved in the delivery of the healthcare benefits package. Assists with the clean-up of the EARR (Encounter Action Required Report) and delinquent recall report; supports clinics regarding utilization and clinic profile management i.e. set-up of clinic grids, cancel and restore clinics. Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes. Prepares correspondence and memos as needed. Promotes Veteran registration for and utilization of HealtheVet (MHV). Stocks basic office supplies for the executive suite. Enters Veterans seeking emergent/urgent care, scheduling appointments accurately. Utilizes call lists and telephones Veterans to pre-register them before their scheduled visits. Incumbent updates all patient demographics. Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient. Assures that all appropriate VA forms are used correctly, and regulations followed. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. The incumbent oversees the status of work for all lower grade MSA positions working in the various clinical services makes day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise, such as backlogs which cannot be disposed of promptly. Able to resolve workplace issues, simple informational complaints of employees, referring other to supervisor for resolution. Incumbent will conduct ongoing audits to ensure quality of work for accurate and timely scheduling of appointments. Recognizes and refers substandard performance or substandard behavior to supervisor as needed. Makes recommendation for reassignments, recognition for outstanding performance and other personnel needs. Orienting and providing on the job training for new and current employees. As a front line contact with patients and staff, in the scheduling role, the incumbent sets the tone for perception concerning quality of healthcare services at the VA and will show a high degree of tact and diplomacy when dealing with Veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. Will also possess telephone etiquette utilizing the standardized telephone greeting while ensuring other frontline staff is as well. Work Schedule: Monday-Friday 8:00am-4:30pm Telework: Ad-Hoc available as determined by the agency policy. Virtual: This is not a virtual position. Functional Statement #: F08580 Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. Requirements 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. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements ( Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment physical examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications 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. 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. English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). You must submit a copy of your unofficial or official transcript with your application. If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official) 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-0679-07 Experience: One year of creditable experience equivalent to the next lower grade. Knowledge, Skills, and Abilities (KSAs): In addition to meeting the experience above, the candidate must demonstrate the following KSAs: 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. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. 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. 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. SUPERVISORY CONTROLS: The incumbent will work closely with their supervisor to handle scheduling problems and deviations based on the personal knowledge of clinic operations and medical center policy. The incumbent along with the Leads supervisor will ensure all newly hired MSA's are properly and fully trained to carry out assigned duties. Incumbent's supervisor will provide guidance and oversight but will be expected to operate independently within that guidance. The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative clinicians, or difficulty in securing information from clinicians or the record. The Lead MSA under guidance of the direct supervisor routinely communicates with physicians, psychologists, social work case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. The Lead MSA plans and completes task based on established protocols and accepted practices and only refers the non-routine and high technical problems to his/her supervisor. Results of decision making, and leadership will be evaluated for effectiveness, efficiency, customer service, staff morale and conformance to VA directives and policy. Must be flexible and able to accomplish other duties as assigned by the supervisor. Employee keeps supervisor informed when workload may exceed number of hours available to the employee. Supervision is generally limited to review of overall results on daily reports and feedback from staff and clinical teams. The Lead MSA's performance is judged in terms of overall effectiveness of the operation through broad general objectives, the adequacy and accuracy of the work, timeliness, and conformance to established procedures, policies and instructions. Completed assignments are evaluated for technical soundness, usefulness, and conformance with VA requirements. Supervision is generally limited to review of overall results on daily scheduling reports, insurance data capture, and standards of performance as well as feedback from the clinic team to ensure mission is carried out. APPOINTMENT SCHEDULING: Incumbent schedules outpatient appointments using Veterans Health Information Systems and Technology Architecture (VISTA) or DHCP scheduling options and VS GUI (when available). Uses established business rules to schedule appointments for Veterans. This includes clinic visits, consultations and entries into the Electronic Wait List (EWL). Complies with the mandatory training requirements for the outpatient scheduling process. In the scheduling role, the incumbent supports patient safety standards using the correct Veterans Affairs identification of all patients in accordance with VHA Directive 1907.09. CUSTOMER SERVICE REQUIREMENTS: Employee strives to meet the needs of customers while supporting VA missions. Communicates and treats customers in a courteous, tactful, and respectful manner. Provides the customer consistent information according to established policies and procedures. Handles conflict and problems relating to the customer in a constructive and appropriate manner. COMPUTER SECURITY: In the performance of official duties, the incumbent has regular access to electronic files containing sensitive information which must be protected under the provisions of the Health Insurance Portability and Accountability Act (HIPPA), other applicable laws, federal regulations, and VHA Policies. Incumbent is responsible for: (1) Protecting information for unauthorized release, loss, alteration , or unauthorized deletion and (2) following applicable regulations , instructions, and security agreements regarding access to computerized files and protection of access codes. The incumbent carries out other duties as requested, provides feedback and input into standard operating procedures and provides training on clinic procedures to new relief staff as necessary. GEMS STATEMENT: Shall follow all policies and procedures to ensure compliance with all applicable environmental regulations and requirements and be good stewards of the environment through pollution prevention, waste minimization and resource conservation. Reference: For more information on this qualification standard, please visit Physical Requirements: Most of the work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern. 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 for 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. 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. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.