The Lead Medical Support Assistant position is in the Specialty Care Medicine Service at the Miami VA Healthcare System and reports to the Executive Assistant of the Chief of Staff. The duties and responsibilities are carried out throughout the various clinical services in the entire medical center; thus, acting as a liaison between the Chief of Staff office and the clinical services within the scope of her/his work.

Duties

A Lead Medical Support Assistant works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care settings where the patient aligned care team model is used such as oncology, HIV, SCI, Military Sexual Trauma, etc.). The Lead Medical Support Assistant is responsible for ensuring accurate and timely scheduling of appointments; providing guidance and leadership to Medical Support Assistants and call-center agents; conducting ongoing reviews to ensure quality of work; development and training, organizing work and setting priorities to ensure completion of duties is accomplished in a timely manner, have an extensive knowledge base to provide timely and appropriate telephone call referral and problem resolution, skill in communicating with others in order to meet each customers' needs. Other duties and responsibilities include, but are not limited to: Establishes priorities for the area and consults with the supervisor on complex and/or unusual issues. Serves in a role that delegates priorities and schedules necessary coverage for absent staff members. Monitors and makes work assignments, provides input on performance; conducts reviews to ensure quality of work. Ensures accuracy and timely scheduling of appointments, reports all backlogs and difficulties in meeting deadlines, uncooperative physicians or difficulty in securing information from clinicians or records. Routinely communicates with physicians, case managers and other allied health professionals. Maintains a current knowledge of VHA Directives, Handbooks and local policy memorandums impacting administrative duties and responsibilities, answers questions for other employees in the section regarding procedures, policies and directives. Provides expert knowledge of basic Medical Support Assistance responsibilities to include scheduling in VISTA GUI, order entry, navigation of the computerized medical records, the admission and discharge process, the forms necessary to initiate any service, test or procedure, and patient privacy Issues. Serves as a resource for peers and provides education and on the job training for new and current employees. Ensures all training requirements are met. Work Schedule: Monday - Friday, 8:00 AM - 4:30 PM Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 30739F Financial Disclosure Report: Not required

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. English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English as required by 38 U.S.C. 7402(d) and 7407(d). Physical Standards. Must pass a pre-employment examination. See below for additional information. 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 Requirements: a. Creditable Experience (1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as [an] MSA or an equivalent position in a non-VA hospital or clinic setting. (2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. (3) Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in] a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. Grade Determinations: In addition to the basic requirements above, all applicants must also meet one of the following grade requirements for a specific grade level. 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. In addition, applicants must demonstrate the following KSAs: 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. Preferred Experience: One year of scheduling experience in a medical setting at the lower GS-06 grade level. Reference: VA Handbook 5005/117 Part II, Appendix G45, Medical Support Assistant, Qualification Standard GS-679, Veterans Health Administration. dated August 1, 2019. The full performance level of this vacancy is GS-07. Physical Requirements: Must pass a pre-employment physical evaluation as required by VA Handbook 5019. This evaluation is administered by VA Occupational Health. Work is sedentary and performed in an office environment. There is an occasional requirement for carrying of light items such as mail, papers, books, and files, and there is frequent bending, stooping, and standing when engaged in filing. Incumbents must be physically and mentally able to efficiently perform the essential functions of this position without hazard to themselves or others.

Education

IMPORTANT: There is no substituting education for experience for this position at the GS-7 grade level.

Contacts

• Address Bruce W Carter Department of Veterans Affairs Medical Center 1201 Northwest 16th Street Miami, FL 33125 US
• Name: Yolanda Stubbs
• Phone: 228-438-8542
• Email: [email protected]