[Hiring] Lead Medical Support Assistant @VHA VISN 6 Human Resources

Role Description

The incumbent serves as Lead Medical Support Assistant (Lead MSA) in a VISN Clinical Contact Center (CCC) as part of an interprofessional healthcare team. Lead MSA provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver. The lead MSA is responsible for routing clinical questions to appropriate clinical staff and plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care.

Major duties include:

• Responsible for the coordination of MSA assignments and workflow found in an interprofessional coordinated care delivery model.
• Responsible for daily workload assessments, assigning work assignments, assuring proper staffing coverage, evaluating training records, and determining training needs of MSAs.
• Assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources.
• Assuring coverage of all areas of work, ensuring accurate and timely scheduling of appointments.
• Providing guidance to staff members, including changes in policies and procedures.
• Creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees.
• Scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources.
• Gathering and obtaining medical information from patients.
• Processing medication refill requests.
• Participating in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC.
• Managing patient systems to verify and validate accuracy and resolve issues; evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment.
• Providing information and resolution to Veterans' requests within scope, using administrative judgment to escalate symptomatic concerns to clinicians within the VISN CCC or directing the contact to the appropriate discipline within the CCC or department for resolution.

Qualifications

• 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.
  • Education/Experience:
    • High school diploma or transcript (including homeschooling)
    • General Education Development (GED) certificate
    • Proficiency certificate issued by a State or Territorial Board or Department of Education
    • Post-high school education.
• GS-07 Lead Medical Support Assistant - Experience Requirement: In addition to meeting the basic requirements, one (1) year of creditable experience equivalent to the next lower grade level (GS-06) is required.
• Examples of creditable experience include but are not limited to:
  • Coordinating with the patient care team to review clinic appointment availability (utilization).
  • Participating in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care.
  • Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
  • Entering appropriate information into the electronic record.
  • Monitoring pre-appointment information and/or requirements to assure readiness for patient visit/procedure.
  • Managing patient systems to verify and validate accuracy and resolve issues.
  • Evaluating patient information and clinic schedule lists to determine whether the patient requires an immediate appointment.
• Demonstrated Knowledge, Skills, and Abilities (KSAs):
  • 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.

Requirements

• May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation.

Benefits

• Relocation/Recruitment Incentives: Not Authorized
• Permanent Change of Station (PCS): Not Authorized
• PCS Appraised Value Offer (AVO): Not Authorized

Work Schedule

• Monday - Friday 8:00 A.M - 4:30 P.M. Eastern Time
• Compressed/Flexible: Compressed
• Telework: Remote
• Virtual: This is a virtual position.

Education Requirements

Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. For further information, visit the U.S. Department of Education's accreditation page.