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. 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.