Lead Medical Support Assistant

Lead Medical Support Assistant - Physical Medicine and Rehabilitation

The incumbent is an integral team member within a large Physical Medicine and Rehabilitation Department at the Minneapolis VAMC. This is a Complexity Level 1 facility. The PM&R Department houses a National Polytrauma Rehabilitation Center, Regional Amputation Center, Polytrauma Network Site, Comprehensive Pain Center, Visual Impairment Services Outpatient Rehabilitation Program and Center for Integrative Health and Healing in addition to multiple medical provider clinics.

Duties of this position are, but not limited to:

• Plans, distributes and balances workload among employees in accordance with priorities, established workflow, job specialization, and the capabilities of the employees Sets and adjusts short-term priorities. Assures timely accomplishment of the workload.
• Performs a variety of administrative functions which includes management of program/clinic day to day operations and assisting with clinic access contingency plans, assuring coverage of all areas of responsibility, conducting on going reviews to ensure quality of work, ensuring timely and accurate scheduling of appointments providing guidance to staff members to include changes in policies and procedures, distributing and balancing workload.
• Observes workers' performance and conducts regular work performance evaluations/audits. Communicates to supervisor when all required standards are met or work not meeting established standards. Provides feedback to supervisor on both work and administrative matters.
• Manages clinic appointments using established business rules including but not limited to consultations, scheduling, electronic wait lists, recall reminder, encounter action required reports, insurance capture, AudioCare and missed opportunities.
• Possesses knowledge of VHA Directives, Facility Policies and Standards of Practice, and Department/Program Policies and Standards of Practice as related to appointment scheduling processes and procedures, consult management, and access to care. Applies this knowledge to clinic/program operational activities.
• Maintains records and statistical data as requested for the purpose of clinic utilization, access, and efficiency reports. Collects and compiles information as needed to carry out the work of the program, clinic, and department.
• Possesses Knowledge of quality assurance/performance improvement and system redesign principles. Conducts routine audits as related to appointment scheduling and consult management. Creates and implements ways to eliminate or reduce significant bottlenecks and barriers to efficiencies.
• Orients staff in basic administrative policies and procedures related to appointment scheduling, consult management, and other clinic administrative topics. Provides orientation and training to new medical support assistants. Makes available reference materials and written instructions. Updates online resources for training and communicates to department staff.
• Is aware of safety concerns, regulations, policies and procedures, and employees appropriate safety practices. Shares in the responsibility for clinic safety and maintenance including the environment of care and reusable medical equipment.
• Hears and resolves complaints from Employees. Refers group grievances and more serious unresolved complaints to a higher-level supervisor.

Work Schedule: Administrative Days Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). 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)Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. 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: Ad-Hoc Only Virtual: This is not a virtual position. Functional Statement #: 000000

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. 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 Basic Requirements Citizenship. Citizen of the United States. 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, One year above high school; OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

Certification. None required. 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.
• 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.

Physical Requirements. See VA Directive and Handbook 5019. 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.

Grade Requirements: Lead Medical Support Assistant - GS-7 Experience. One year of experience equivalent to the GS-6 grade level, Examples of experience may include: 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.

Demonstrated Knowledge, Skills, and Abilities Candidates must demonstrate all of the KSAs below:

• 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.