[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.

Responsibilities

• Responsible for daily workload assessments and assigning work assignments.
• Assures proper staffing coverage and evaluates training records.
• Determines training needs of MSAs to provide support across inter-professional settings.
• Assists the unit with complex and non-standard procedures related to access to care.
• Monitors and makes work assignments, provides input on performance, and resolves daily workplace issues.
• Ensures accurate and timely scheduling of appointments.
• Provides guidance to staff members, including changes in policies and procedures.
• Distributes and balances workload, creating and maintaining employee work schedules.
• Orienting and providing on-the-job training for new and current employees.
• Ensures all training requirements are met.
• Organizes the work structure of assigned areas.
• Acts as a liaison between MSA and staff to resolve day-to-day conflicts.

Work Schedule

Varying shifts 24/7 Operations to include nights, weekends, and holidays.

Qualifications

• United States Citizenship.
• High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• 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.

Requirements

• One year of experience equivalent to the GS-6 level.
• Advanced knowledge of medical terminology and clinical flow processes.
• Skill in communicating with individuals and coordinating with interdisciplinary care team staff.
• Ability to utilize numerous advanced patient systems in support of multiple clinics.
• Ability to organize work, set priorities, and delegate tasks/responsibilities.
• Ability to provide staff development and training.
• Ability to manage staffing requirements and workflow priorities.

Benefits

• Competitive salary and regular salary increases.
• 37-50 days of annual paid time off per year.
• Up to 12 weeks of paid parental leave after 12 months of employment.
• Childcare subsidy for eligible employees after 60 days of employment.
• Traditional federal pension and federal 401K with up to 5% in contributions by VA.
• Federal health/vision/dental/term life/long-term care insurance.

Physical Requirements

The work performed is predominantly 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. Light lifting and carrying (under 15 lbs.) of work materials may be required.

NOTICE ON TRIAL/PROBATIONARY PERIODS

The first year of continuous service in the same or similar position of a preference eligible in the excepted service is a trial period. Management officials shall meet to discuss the employee's performance and conduct prior to the end of the probationary or trial period.