This position serves as a Lead Medical Support Assistant in the Imaging Service Line at the W.G. (Bill) Hefner VA Medical System (all locations) and is under the supervision of the Imaging Service. The Lead MSA is responsible for daily workload assessments, assigning work, and ensuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary setting.

Duties

Duties include but are not limited to: The employee has full administrative and professional responsibility for planning and directing MSA activities. Ensuring accurate and timely scheduling of appointments. Acts as a liaison among Advanced MSA staff, patients, and other clinic staff to resolve day to day conflicts. Resolves complex problems to ensure patient services are met. Evaluates new products, equipment, and systems in order to make recommendations for improved operations. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. Meets, communicates and interacts with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to complete job. Effectively uses various types of automated equipment and software. Sets up, organizes, and maintains record systems. Operates computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports. Updates Veteran insurance information, as appropriate, into the insurance capture system as required by policy. Work independently in the accomplishment of a wide variety of duties, including setting priorities and coordinating work. Communicate effectively and professionally with employees at varying grade levels. Receive telephone calls and returns telephone calls from internal and external customers in a courteous and timely manner. Provides the appropriate response to inquiries and responds to requests for appointments in a courteous and timely manner. Determines the source of the telephone call and handles appropriately in accordance to Service and Medical Center policies. Applies established guidelines concerning the release of information of patient's condition, patient's appointment, and patient exams. Correctly and appropriately identifies, verifies, and registers all patients presenting themselves to Imaging for procedures in accordance to with MCM 659-11-24. Upload outside images to the appropriate patient and imaging order in a timely manner. Places notes in CPRS as per radiology processes. Returns or discards CDs as requested by patient or physician. Provide training and guidance to new MSAs in the service. Look for ways to improve the scheduling processes. Offer ideas to implement new methods and procedures to avoid various problems that are integral to the scheduling/reception areas. The position is under the Chief Technologist who provides instruction on new and revised policies and procedures. It is expected that the Lead function with little or no supervision, and only refers to the non-routine and high technical problems to his/her supervisor. The MSA Lead may seek guidance from Imaging Administration on site when difficulty is encountered with any assignment; however, he/she will be expected to problem solve and be able to identify solutions with the assistance of other VA personnel. Work Schedule: Monday - Friday 8am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

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. English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. 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: 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: VA Handbook 5005/117, Part II, Appendix G45. Medical Support Assistant Qualification Standard, GS-0679 - Dated: August 1, 2019. The full performance level of this vacancy is GS-7. Preferred Experience: Previous Medical Support Assistant (MSA) experience working in various outpatient clinics. Physical Requirements: See VA Directive and Handbook 5019. -- The duties and responsibilities of the position requires some mobility, but generally the job is sedentary with some standing, stooping, reaching, and lifting up to 20 pounds. Incumbents are required to work with computer equipment.

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 WG Bill Hefner Salisbury VA Medical Center 1601 Brenner Avenue Salisbury, NC 28144 US
• Name: Monica Busanet
• Email: [email protected]