LEAD Medical Support Assistant

Lead Medical Support Assistant

The position is in Emergency Medicine and serves as the Lead Medical Support Assistant. The employee performs administrative support functions including scheduling appointments, inbound/outbound phone support, consult review and necessary documentation related to care coordination for treatment of patients in the medical center or outpatient clinics.

Responsibilities include:

• Acting as unit receptionist and coordinating all administrative duties related to patient admissions, discharges and transfers.
• Distributing and balancing the workload among employees in accordance with established workflow or job specialization, assuring timely accomplishment of the assigned workload, and assuring each employee has enough work to keep busy.
• Performing clerical/assistant work in support of the care and treatment given to patients.
• Advising on and administering medical record systems or maintaining medical records in a ward, clinic, or other such unit of a medical facility using manual and/or automated systems.
• Serving as work leader, training team, distributing workload, monitoring timely progress of work, and providing technical direction.
• Maintaining daily communication with supervisors to maintain workplace efficacy and work effectively with professional staff, other employees, patients, relatives, and visitors daily.

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 liaison between MSA and staff in order to resolve day to day conflicts.

Work Schedule: Monday-Friday. Telework: Not Available. Virtual: This is not a virtual position.

Functional Statement #: 660-60751-0

Requirements:

You must be a U.S. Citizen to apply for this job. Prior to appointment, applicants who refuse to be tested will be denied employment with VA. 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 probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Must pass TB Test. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

Qualifications:

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: (1) 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 (2) Education - One year above high school; or (3) Experience/Education - Equivalent combination of experience and education.

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 3j.

Grade Determinations: Lead Medical Support Assistant, GS-07. In order to be found qualified for this position, you must possess the following:

• One year of experience equivalent to the next lower grade level (GS-6).
• The required specialized experience for this position must include: Works collaboratively in an interdisciplinary coordinated care delivery model; Applies 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 to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and Develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies Manage a system for follow-up care such as consults, tests, etc. Participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient; Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; Monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure.

Candidates must also demonstrate the following Knowledge, Skills, and Abilities:

• 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 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.

References: VA Handbook 5005/117, PART II, APPENDIX G45

The full performance level of this vacancy is GS-07.

Physical Requirements: The employee must be able to perform all activities of the position without restriction. The work is primarily sedentary although some slight physical effort may be required. However, there may be some walking; standing; bending; carrying of light items such as papers, books, or small parts. Incumbent may be susceptible to eyestrain from working long hours on the computer. The physical demands of the work are generally minor.

Education

Additional Information