The Lead Medical Support Assistant monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. The incumbent is responsible for completing and overseeing reception functions, administrative processing duties, clinical preparatory functions, clerical and scheduling duties throughout different areas within the NY Harbor VA Healthcare System locations. There are three vacancies in Brooklyn and one in Staten Island

Duties

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 Supervisor and staff in order to resolve day to day conflicts. Also responsible for: check-in and check-out of appointments, scheduling and/or re-scheduling patient's appointments and/or consults in compliance with VHA Scheduling Directive 1230, Outpatient Scheduling Processes and Procedures, cancelling appointments and entering no-show information; printing of routing slips; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; reviewing encounter forms ensuring encounters are completed in order to obtain appropriate workload credit; receives clinic related telephone calls; and verifying and updating insurance and demographic information; resolves problems that arise in the clinics; ensures that all tasks and responsibilities, such as record management, appointment management, daily clinic reports, laboratory requests, and other patient care related administration issues are performed correctly; ensures that each clinic area under their jurisdiction has appropriate clerical staff coverage to guarantee effective patient processing and workload entry, and assigns duties to result in corrective actions; provides strategic planning for accomplished workload and informs supervisor of any problematic areas; maintains flexibility when needed in other areas for support purposes and administrative controls; plans, develops, and carries out training programs to include the Nationwide Training Programs, and the Scheduling Directive in order to achieve functions of service or section; Provides support to other new initiatives as introduced such the Kiosk, Automated technologies, and assist in the implementation of all changes and/or directives passed down through the GPM and office of the Chief of Staff. Work Schedule: Monday-Friday 8:00am-4:30pm Compressed/Flexible:Not Available Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 24439F

Requirements

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. 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 Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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: Lead Medical Support Assistant, GS-7 Experience. One year of experience equivalent to the GS-6 grade level. Assignment. The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead 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. Assignments at this level include, but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. iii. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. iv. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff]. v. Ability to provide staff development and training. vi. 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: APPENDIX G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD GS-0679 The full performance level of this vacancy is GS-07. Physical Requirements: Work can be sedentary but also demands standing, walking, bending, twisting, and carrying light items. Incumbent is required to have direct patient contact while providing customer service.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: 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. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address VA NY Harbor Healthcare System 423 East 23rd Street New York, NY 10010 US
• Name: Kimberly Ohalloran
• Email: [email protected]