Lead Medical Support Assistant

Summary The Greater Los Angeles VA Health Care System is seeking a highly motivated individual to serve as the Lead Medical Support Assistant at the West Los Angeles Call Center . The ideal candidate will demonstrate exceptional customer service skills - with the ability to effectively identify and address customer concerns to ensure satisfaction and resolve issues. In addition - candidates should be proficient in the use of computer programs and possess experience in appointment scheduling. Summary The Greater Los Angeles VA Health Care System is seeking a highly motivated individual to serve as the Lead Medical Support Assistant at the West Los Angeles Call Center . The ideal candidate will demonstrate exceptional customer service skills - with the ability to effectively identify and address customer concerns to ensure satisfaction and resolve issues. In addition - candidates should be proficient in the use of computer programs and possess experience in appointment scheduling. 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 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 Experience and Education: 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 Education High school diploma or Experience/Education Combination Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable 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) 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: Such employees may be reassigned - promoted - or changed to a lower grade within the occupation 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) 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 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 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 Grade Determinations: In addition to the Basic Requirements - to be qualified for a GS-7: One year of experience equivalent to the [GS-6] grade level [leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient - outpatient - or interdisciplinary setting] Demonstrated Knowledge - Skills - and Abilities Candidates must demonstrate [all of] the KSAs below: 1 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 2 Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting 3 Ability to organize work - set priorities - and delegate tasks/responsibilities in order to meet deadlines 4 Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff] 5 Ability to provide staff development and training 6 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 Advanced MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics - specialties - and/or care in the community resources Recommends changes to existing clinic procedures based on current administrative guidelines Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics - and makes adjustments as necessary MSAs at this level develop and/or maintain effective and efficient communication with the patient - interdisciplinary coordinated care delivery model teams - VA medical centers - and other agencies (e.g. - assist with communications during the inpatient to outpatient discharge communicate with non-VA medical facilities prepare correspondence to notify patients of normal lab results manage a system for follow-up care such as consults - tests - etc.) Other assignments at this level include - but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate participates in team huddles and team meetings to manage - plan - [problem solve - and follow-up with patient care by sharing information and collaborating with the interdisciplinary team setting priorities and deadlines - adjusting the flow and sequencing of the work to meet team and patient needs identifies incomplete encounters and communicates findings to providers as needed assists the team to reinforce the plan of care and self-help solutions enters appropriate information into the electronic record monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure manages patient systems to verify and validate accuracy and resolve issues evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment informs team members about shared patients (i.e. - those who receive their care at multiple VA centers or those who receive care in the community) 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 Reference: For more information on this qualification standard - please visit The full performance level of this vacancy is 07 Physical Requirements: Moderate lifting - 15-44 pounds Light carrying - under 15 pounds Reaching above shoulder Use of fingers walking up to 1 hour Hearing (aid permitted) may be working alone and/or working closely with others. Duties Major Duties: Must possess knowledge of working processes of Advanced Medical Support Assistants Incumbent must be able to assess workload at any given time and assist all staff and/or redistribute workload Vast knowledge of Code of Federal Regulations (CFR) - Veteran Health Administration (VHA) directives and laws governing VA medical benefits and travel benefits and the overall programs related to the health care delivery system Knowledge of the Privacy Act and Freedom of Information Act The incumbent can refer inquiries or situations pertaining to any element within his/her jurisdiction to a manual or other VA reference to produce an acceptable resolution The incumbent has the knowledge and ability to locate - extract - and present information in clear and effective language so decisions may be made to best achieve facility goals Able to provide accurate information to management - employees and patients regarding veteran benefits such as: applications and/or admissions to inpatient and/or outpatient status - nursing home care - and beneficiary travel benefits The incumbent must be knowledgeable of the total VA health care operational structure and of the resources that are available to this facility Understanding of the functions and responsibilities of other sections of the Business Office is essential Must be competent in determining eligibility pertaining to inpatient and outpatient care - death benefits - non-VA treatment - beneficiary travel benefits - etc Knowledge to assess documentation for accuracy - ability to review data with supervisor - skill in determining corrective actions - competent in developing monitors and an effective communicator The incumbent must recognize potential workload problems resulting from shortages of personnel and be prepared to develop and suggest corrective measures to the Supervisor and/or adjust as needed Prompt judgment situations are commonplace in the sections and the incumbent must perform in stressful situations - be astute in making judgment and maintain high productivity standards under situations of emotional pressure and extreme workload demand The incumbent can assess the strengths and weaknesses of every subordinate employee to provide an effective and patient-oriented working mechanism throughout the section Knowledge of practical applications of VistA - version changes and enhancements related to accomplishment of the mission of the Unit This includes proper training of employees to ensure adequate knowledge in the daily use of these working tools Ensure timely accomplishment of the assigned workload and assure that each employee has enough work to keep busy Keep in touch with the status and progress of work and make 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 Give on-the-job training to new employees in accordance with established procedures and practices Instruct employees on changes in work procedures Provide written instructions/documentation of changes Maintain current informational knowledge base and answer questions of other employees on procedures - policies - directives - etc and obtain needed information or decisions from supervisor on problems that arise Check on work in progress - review completed work of newly trained employees to ensure correct procedures have been accomplished Refer to supervisor questions or matters not covered by standards and problems that make it difficult for employees to meet performance standards and competencies SUPERVISORY CONTROLS The incumbent is responsible to the Supervisor and/or Business Office Manager and will perform duties with minimal supervision Situations arising are often not specifically resolved by application of a written guideline For this reason - the incumbent must be a capable individual with the ability to apply a great deal of mature judgment - initiative and discretion at any given time CUSTOMER SERVICE Must be able to meet the needs of the customers while supporting VA missions Must consistently communicate and treat customers Veterans - their representatives - visitors - and all VA staff in a courteous - tactful - and respectful manner Must provide the Veteran with consistent information per established policies and procedures Handles conflict and problems in dealing with the customer constructively and appropriately Work Schedule: Monday - Friday 8:00am-4:30pm Compressed/Flexible: Not Authorized Telework: Not Authorized Virtual: This is not a virtual position Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized #J-18808-Ljbffr U.S. Department of Veterans Affairs