The Lead Medical Support Assistant (Lead MSA) works for the San Francisco VA Medical Center Ambulatory Care Staff supporting Medical Practice, Specialty Care Clinics, Women's Clinic, Hem/One, Infectious Disease, EYE/ENT, and/or Compensation and Pension service areas. The Lead MSA will serve as key manager of operations working directly for the Supervisor in the Service Area.

Duties

The Lead MSA will have general oversight of the day-to-day activities of the Ambulatory Care Advanced MSAs including contractors, ensuring that routine work is carried out timely and accurately and communicating supervisory problems to the Supervisor/Business Manager. Lead MSA will assist the Supervisor/Business Managers in disseminating new VA Directives and procedures that affect front desk and clinic operations and will provide training, as needed. The primary function of the Lead MSA is to ensure smooth operation of all aspects related to the clinical administrative operations of the service area. The Lead MSA shall monitor productivity and align staff to work assignments, provide input on performance, resolves daily workplace issues and oversee and implement processes that support efficient and effective workflow of their assigned service care lines and the assigned Advanced MSAs. The Lead MSA performs duties related to the receipt, intake, and indexing of health and administrative information. The Lead MSA will interface with personal computer (PC) applications as well as numerous other programs including VISTA, CPRS applications, VETLINK, ICB, and NON VA CARE Portals. In addition the Lead MSA will serve as a key manager of the CISCO supervisor Desk Top phone system including the alignment of staff to the system, the day to day monitoring of the operational support of phone lines and the running of monthly reports to identify trends and opportunities for improvements in patient call in support. In addition, the Lead MSA shall serve as the primary TMS Administrator for the service, PIV Sponsor and Pin-code Re-set Administrator, Clinic Timekeeper and be the primary conduit to ADPAC for aligning personnel to correct computer programs and filters to ensure access points to support processes. The Lead MSA is responsible for all scheduling workflows, to include the Electronic Wait List maintenance, Primary Care Management Module (PCMM)/ dual enrollment maintenance and reports; clinic profile management (i.e. clinic setup, grid changes, cancel/block/restore clinics and monitoring); manage procedures associated with teams based on assigned service care lines (i.e. Primary Care, Specialty Care, Women's Clinic, Hem/One, ID, or Mental Health); ensuring insurance capture, updating patient information (i.e. next of kin, address, phone number, etc.); encounter data validation; recall reminders; consult management; patient notification of appointments. The Lead MSA routinely analyzes data from reports such as Consult Management Dashboard, 7 Day Access Performance Measure, PCMM/Dual enrollment, NEARS list, Vesting report, EWL, Delinquent Recall, ICB Usage, 90-day warning and any other reports used to prepare teams for patient appointment and communicates scheduling issues to Supervisor. The Lead MSA manages the Encounter Actions Required Report (EARR) for their assigned service care line and trains/mentors clinicians in accurate completion of encounters. The Lead MSA shall manage clinic kiosks, to include approving Vet link changes such as patient demographics, adding clinics approving new users and troubleshooting. Work Schedule: Monday through Friday 8:00 Am to 4:30 PM Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 000000 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. 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. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. 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 Lead or Advance MSA grade level. 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 Part II Appendix G45The full performance level of this vacancy is GS-07. Physical Requirements: The work is mostly sedentary, although some slight physical effort will be required using computers/phones; there may be some light lifting/carrying of files/documents; and walking throughout the service/facility for meetings, etc.

Education

There is no education substitution at this grade level.

Contacts

• Address San Francisco VA Medical Center 4150 Clement Street San Francisco, CA 94121 US
• Name: Marcus Garrison
• Phone: 559-225-6100 X6339
• Email: [email protected]