The Primary Purpose of the Position is: To lead and perform a variety of administrative and clerical duties associated with determining eligibility, receiving, admitting and discharging patients, the processing of a Compensation and Pension (C&P) claims, the processing of Patient funds and Beneficiary Travel Reimbursement in support of veterans' treatment in outpatient clinics and inpatient care units at these facilities.

Duties

Lead Medical Support Assistant (LMSA) is responsible for a leadership role in providing comprehensive, detailed, on-the-job training to all staff in the clinics and administrative sections of MAS, provide evaluation information of personnel and work areas to establish adequate coverage. LMSA acts as contact person between the MAS Supervisors and Clinical and/or Administrative Staff of the facility. Keeps supervisor advised of staff evaluation information, staffing shortages, and deficiencies or non-compliance regarding performance of Medical Support Assistants (MSA) and Advanced Medical Support Assistant (AMSA). Responsible for coordination of administrative functions associated with the care and treatment of patients in the inpatient and outpatient clinic areas, eligibility, travel, call center, and compensation and pension sections. LMSA performs a range of duties that exemplify the full-performance level, which include responsibility for interpreting and verifying provider orders in accordance with the current VHA National Scheduling Directive guidelines. Daily use of Kiosk reviewing, VetLink, Veteran Scheduling Enhancement (VSE) and/or Veterans Health Information and Technology Architecture (Vista) software packages. At this level the LMSA coordinates activities within the area to include consult referrals to other services, lab, x-ray, other special studies, prints and provides unverified (A/D/T) orders or open request, and monitors completion of orders, verifies patient demographic information to include address, telephone number and next of kin (NOK) information. Clinic activities also include scheduling, rescheduling, no-shows, review Encounter report for completions/corrections, monitor of electronic wait list, consult scheduling, cancellation and resolution. Possess the working knowledge and understanding of the guidelines associated with the Electronic Wait List (EWL) in Vista Appointment Management Menu. Informs patients about My HealtheVet in-Person Authentication and direct patients to areas associated with the program to be registered. Resolves informal complaints and responds to request for non-technical information on such subjects as status of reports/laboratory work, suspense dates, hours of operation, how to complete various medical forms, etc. Ensure encounters are properly addressed and closed within their scope in order to obtain appropriate workload credit. Reviews VSE open request, appointments or consults, for closure. Completes clinic closeout- no actions taken and incomplete check-ins during daily reviews. Work Schedule: M-F 8:00am- 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 00000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): 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. Certification. None required. Physical Requirements. See VA Directive and Handbook 5019. English Language Proficiency. MSAs must be proficient in spoken and written English NOTE: Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. 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 (a) Experience. One year of experience equivalent to the GS-6 grade level. Experience includes: monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow; 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 a liaison between MSA and staff to resolve day to day conflicts AND 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. 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. Preferred Experience: 1. Experience with: Consults, RTC orders, Travel vouchers, Pre registration and insurance 2. Previous experience resolving issues concerning: patients, coworkers and visitors 3. 1 year of experience providing instruction/training in a formal setting 4. 1 year of experience with Clinical Computer software packages 5. Experience completing working deadlines within timeframe allotted. 6. Experience working closely with management References: APPENDIX G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD GS-0679, VA Handbook 5005 The full performance level of this vacancy is GS 7. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds

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.

1. NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.
2. NOTE: If your school was accredited/recognized by U.S. Department of Education at the time of graduation but is no longer listed on the U.S. Department of Education's website, you must provide documentation of accreditation with your application packet.

Contacts

• Address Dallas VA Medical Center 4500 South Lancaster Road Dallas, TX 75216 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]