LEAD Medical Support Assistant

Lead Medical Support Assistant

The Lead Medical Support Assistant is a highly specialized position and performs multiple duties. They may serve as an Advanced Medical Support Assistant in all Offices of Community Care. They interface and collaborate with larger health care system providers including VA Community providers, hospitals, diagnostic & treating facilities, & community-based programs. The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below.

Major Duties:

• Reviews, manages, and balances workload (consults, notifications, authorizations, uploads, etc.).
• Makes workload assignments.
• Reviews and manages the phones/ACD lines.
• Resolves workplace issues and maintains efficient workflow.
• Provides staff orientation and on-the-job training, developing SOPs.
• Reviews the quality of work performed.
• Serves as a knowledge reference.
• Identifies and participates in performance improvement/systems redesign projects.
• Responsible for reviewing the workflow of the OCC service. This includes all Community Care medical care functions.
• The LMSA works collaboratively in an interdisciplinary coordinated care delivery model in Community care.
• The Lead MSA administratively coordinates Community Care through a variety of health care delivery systems including the Choice Act, Patient Centered Community Care, Department of Defense (DoD) and traditional non-VA medical care.
• 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.
• As a frontline contact with patients and staff, they set the tone for perception concerning quality of healthcare services at the VA. He/she must determine the nature of requests and provide the information desired using privacy rules and established clinical processes.
• A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.
• Schedules appointments in accordance with current established VA/VHA Directives, Handbooks, policies and procedures.
• Processes patient care requests in conformance with the Choice Act and other Non-VA Medical care processes.
• Serve as the primary trainer of new staff and be responsible for the development of training aids and materials used in the orientation process.
• All appointments will be made with the patient's input and in accordance with VA guidelines and business rules. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or Community medical care providers whenever possible.
• Responsible for notifying the supervisor or other appropriate clinical staff if scheduling instructions are contrary to current established VA/VHA Directives, Handbooks, policies and procedures. Scheduling instruction conflicts which cannot be appropriately resolved individually must be elevated to the AMSA's supervisor.
• The LMSA explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. He/she collects, scans, and updates health insurance information serving a major role in the revenue process. Contributes to the revenue collection process by identifying patients with third party insurance. Required to train other AMSA levels on the Insurance Capture Buffer (ICB) process.

Work Schedule: 7:30 AM - 4:00 PM, Monday - Friday

Recruitment Incentive (Sign-on Bonus): Not Authorized

Permanent Change of Station (Relocation Assistance): Not Authorized

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: Not Available

Virtual: This is not a virtual position.

Functional Statement #: 54954-F

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.

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.

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:

Major Duties continued from Duties section:

Ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by submitting requests to scan documents into the records.

Participates in the staff huddles and other team meetings to manage and plan patient care, setting priorities and deadlines, adjusting workflow and sequencing of the work to meet team and patient and unit needs.

Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations

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 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.

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:

GS-07: Lead Medical Support Assistant Experience: One year of experience equivalent to the [GS-6] grade level.

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.
• Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
• Ability to provide staff development and training.
• Ability to manage staffing