The Lead Medical Support Assistant(s) for Community Care is responsible for leadership of the Advanced Medical Support Assistants and the Medical Support Assistants. The Lead Medical Support Assistant (MSA) provides comprehensive, detailed, on-the-job training to all new personnel as well as refresher training in the unit.

Duties

Duties include, but not limited to: Evaluates personnel and work areas to establish adequate coverage. Enters time for their team into the VATAS system. Acts as contact person between the Chief of Community Care, Supervisory Medical Support Assistant and VA staff. Keeps supervisor advised regarding performance of MSAs. Responsible for coordination of administrative functions associated with the care and treatment of patients referred to Community Care. Performs a range of duties that typify the full-performance level, which include responsibility for interpreting and verifying provider consults in accordance with VHA Mission Act. At this level, the Lead MSA monitors and typically schedules, cancels, and re-schedules patients' appointments and/or consults; monitors appointments for areas of responsibility; ensures that encounter forms are completed in order to obtain appropriate workload credit; verifies and updates demographics and insurance information; processes all emergency and non-emergency transfers to other VA facilities or to private hospitals; and refers any questions concerning eligibility or beneficiary travel to the appropriate sections. The incumbent(s) in this assignment supports the administrative call center operations of the Medical Center. The Lead MSA may be asked to act as supervisor in the absence of the Supervisory MSA for short periods of time. The Supervisory MSA will send out the notification to all staff members that the Lead MSA will act as the supervisor in their absence. Only during that circumstance, can the Lead approve leave for staff who call out or have emergency annual leave requests. Any future leave requests will be reviewed and approved by the Supervisory MSA upon their return. Determines the nature of the consult and assists with scheduling/canceling/rescheduling appointments, medication reimbursement, etc. and/or refers the call to the appropriate clinical or administrative personnel. Completes medication reimbursement and tracks progress and completes related documentation as needed. Utilizes computer technology to ensure continuity of care through accurate patient information, communication and documentation. Receives inquiries from patients concerning a variety of medical, personnel and administrative matters; determines the nature of the inquiry and independently responds to all administrative questions. Refers medical questions concerning patient's condition, progress or treatment to Call Center nurses as appropriate. Responds to similar questions from family members, social workers or outside sources upon instructions and authorization. Prioritizes and makes decisions based on the patients' consult needs and forwards alerts to registered nurses for patients that potentially have an emergent or urgent clinical need. Resolves or refers for resolution non-urgent outpatient care needs to Call Center Nurses; properly tracks and reports encounters in VistA to the Supervisor or Nurse Manager. Performs other related duties as assigned. Work Schedule: Monday - Friday, 7:30 a.m. - 4:00 p.m. (Pending Agreement with Hiring Manager) Telework: Available Virtual: This is not a virtual position. Position Title/Functional Statement #:Lead Medical Support Assistant/PD00000 Financial Disclosure Report: Not required

Requirements

• You must be a U.S. Citizen to apply for this job
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English
• Selected applicants will be required to complete an online onboarding process
• Participation in the seasonal influenza and Coronavirus Disease 2019 (COVID-19) Vaccination programs are requirements for all Department of Veterans Affairs Health Care Personnel (HCP)

Qualifications

To qualify for this position, applicants must meet all requirements by the closing date of this announcement. 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: Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position. English Language Proficiency: Must be proficient in spoken and written English. Grade Determinations: Lead Medical Support Assistant, GS-7 Specialized Experience: In addition to the basic requirements, to qualify for the GS-7 grade level requires a minimum of one (1) year experience at the next lower grade level (GS-6). Equivalent experience includes: Assigning daily workload assessments and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. Assisting 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. 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; acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. 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. In addition, you must have experience which demonstrates the following knowledge, skills and abilities: 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. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. References: VA Handbook 5005/117, Part II Appendix G45, Medical Support Assistant http://vaww.va.gov/ohrm/Directives-Handbooks/Documents/5005.pdf The full performance level of this vacancy is GS-07. Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability.

Education

Grade Determination GS-07 - There is no educational substitution for the GS-07

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 Carl T Hayden Veterans' Administration Medical Center 650 East Indian School Road Phoenix, AZ 85012 US
• Name: MICHAEL HARRIS
• Phone: 562-628-7941
• Email: [email protected]