About this role
Job SummaryThe Lead Medical Support Assistant is responsible for the coordination of Surgery Service Line MSA assignments and workflow found in an interdisciplinary unit. Duties may be performed in Clinic Based Outpatient Clinic, Inpatient, Call Center, Outpatient Clinic, or Patient Aligned Care Team model or a Specialty Care Setting involved in a PACT model.
QualificationsBasic Requirements: United States Citizenship. Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. 7403(f). Education. Candidates must possess a High School Diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. 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-7 Lead Medical Support Assistant Experience: One year of experience equivalent to the GS-6 grade level. Examples of experience include: Applied advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care Applied advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. Applied advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Collaborated and communicated with a wide range of medical clinicians across multiple disciplines (e.g., medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. Independently set priorities and organized work to meet deadlines, ensuring compliance with established processes, policies, and regulations. Communicated tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers, including preparation of reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. AND Demonstrated Knowledge, Skills, and Abilities (KSAs): In addition to meeting the experience above, the candidate must demonstrate the following KSAs: (a) 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. (b) Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. (c) Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. (d) Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. (e) Ability to provide staff development and training. (f) 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. Do you meet or exceed these requirements? Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. GS-7 is above the full performance level of this occupation. Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.
Major DutiesVA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties Include: Monitor and make work assignments. Provide input on performance. Resolve daily workplace issues and maintain efficient workflow. Assure coverage of all areas of responsibility. Conduct ongoing reviews to ensure quality work. Ensure accurate and timely scheduling of appointments. Provide guidance to staff members to include changes in policies and procedures. Distribute and balance workload. Create and maintain employee work schedules. Orient and provide on-the-job-training for new and current employees. Ensure all training requirements are met. Organize the work structure of his/her assigned areas. Act as liaison between MSA and staff in order to resolve day to day conflicts. Plan and organize work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments only referring non-routine and high technical problems to supervisor. Report backlogs, difficulties meeting deadlines, uncooperative physicians or difficulty in securing information from clinicians or the record. Work independently making decisions based on guidelines, precedents and regulations with minimal supervision needed. Work Schedule: Monday-Friday, 0800-1630 Telework: Not Eligible Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not AuthorizedRequirementsYou must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). 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.