[Hiring] Lead Medical Support Assistant @VA Western Colorado Health Care System

Role Description

The incumbent serves as Lead Advanced Medical Support Assistant (LMSA) in a VISN Clinical Contact Center (CCC) as part of an inter-professional healthcare team. Lead MSA provides support across multiple ancillary and inter-professional clinics and determines the needs of the Veteran/caregiver. The lead MSA is responsible for routing clinical questions to appropriate clinical staff.

• The Lead MSA is responsible for daily workload assessments, assigning work assignments; assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across inter-professional settings.
• Assists the unit with complex and non-standard procedures, including clinical flow process related to access to care across multiple clinics, specialties and/or community resources.
• Monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow.
• Assuring coverage of all areas 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 assigned areas.
• Acting as a liaison between MSA and staff to resolve day to day conflicts.

Requirements

• Work Schedule: Varying shifts 24/7 Operations to include nights, weekends and holidays.
• Recruitment Incentive (Sign-on Bonus): Not Authorized
• Pay: Competitive salary and regular salary increases. 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 off 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.
• Remote: This position is eligible for Remote work and is exempted from return to office requirements. Selectees will work 100% of the time in a non-VA owned space outside or inside of the local commuting area of parent station.
• Functional Statement #: 99707-A
• Permanent Change of Station (PCS): Not Authorized.

Qualifications

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Experience: None.
• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
• May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation.

Physical Requirements

The work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting, working with others and/or alone. The incumbent is expected to be able to physically perform the duties of the position, which may include walking, sitting, standing, reaching, and bending. The work may also include the need for light lifting and carrying (under 15 lbs.) of work materials (i.e.: books, binders, papers, etc.).