Lead Medical Support Assistant - GEC

Advanced Medical Support Assistant

The incumbent serves as an Advanced Medical Support Assistant in the Primary Care/Subspecialty Medicine service line at the Minneapolis VA Health Care System. Responsibilities include working collaboratively in an interdisciplinary coordinated care delivery model and performing receptionist duties, customer service, and other duties assigned for the proper and timely treatment of patients. The incumbent must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. They will screen and receive phone calls in a courteous and timely manner, determine the nature of requests, and provide the information desired using privacy rules and established clinic processes. They independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. They participate in the daily teamlet huddles and weekly team meetings where patient care planning and management occur, except during staff shortages for coverage. They notify their supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. They daily review active/pending consults, EWL, Recall list, and Audiocare communications for accuracy and disposition. They coordinate administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care. They develop and maintain effective working relationships with all clinical and administrative staff. They interpret and apply a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. The ability to distribute and balance the workload among employees in accordance with established work flow or job specialization assures timely accomplishment of the assigned workload and assures that each employee has enough work to keep busy. They direct daily work of Clinical Support Section employees in the absence of the supervisor. The incumbent must have the knowledge to assume the role of a Program Support Assistant (Care Facilitator) or Medical Support Assistant (MSA) during special projects or heavy workload, for leave, vacancies, or when the Program Support Assistants (Care Facilitators) are detailed to fill-in other areas. They are responsible for the completion of personnel reports, rosters, and maintenance of supplies and forms. They require frequent changes to VHA directives, regulations, and local policies and constant coordination to ensure compliance and standardization associated with Advanced Clinic Access principles. They conduct special audits, studies, or surveys to be utilized in the development of procedures, and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue. The incumbent must be able to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. They schedule appointments and utilize the EWL accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. They may also be asked to assist in processing Veterans travel payment vouchers for the Beneficiary Travel Program and Health Benefits Unit. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.

Work Schedule: Administrative Days

Pay: Competitive salary and regular salary increases

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)

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: Not Available

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.
• You may be required to serve a trial period.
• 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.

Qualifications:

Basic Requirements:

• Citizenship. Citizen of the United States.
• Experience and Education.
• Experience. 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. 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 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.
• 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-6:

• Experience. One year of experience equivalent to the [GS-5] grade level.
• Assignment. The Lead MSA is responsible for answering questions for lower graded staff relating to healthcare services in an inpatient or outpatient setting. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow.
• Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as a liaison between MSA and staff to resolve day to day conflicts.
• 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.
• Demonstrated Knowledge, Skills, and Abilities:
• 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, ensuring compliance with established policies and regulations.
• Ability to provide staff development and training.
• Ability to manage staffing requirements, manage priorities, and coordinate with staff in the unit