The Lead Medical Support Assistant (MSA) serves as the Lead Clerk for the MSA staff and is a foundational role within the VHA Patient Aligned Care Team (PACT) to include all interdisciplinary clinics and call centers that support the team based model which includes the MSA, a Registered Nurse Care Manager, A Licensed Practical Nurse/Licensed Vocational Nurse and a Primary Care Provider. The Lead MSA will also serve as the Lead for the MSA staff at any clinics that support the PACT.

Duties

The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty, and Call Center) and performs all related duties; customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics. Assignments at this level include, but are not limited to: 1. Monitors and makes work assignments. 2. Provides input on performance. 3. Resolves daily workplace issues. 4. Maintains efficient workflow. 5. Assuring coverage of all areas of responsibility. 6. Conducting ongoing reviews to ensure quality of work. 7. Ensuring accurate and timely scheduling of appointments. 8. Providing guidance to staff member to include changes in policies and procedures. 9. Distributing and balancing workload. 10. Creating and maintaining employee work schedules. 11. Orienting and providing on-the-job training for new and current employees. 12. Ensuring all training requirements are met. 13. Organizing the work structure of assigned area(s). 14. Acting as liaison between MSA and staff in order to resolve day to day conflicts. Work Schedule: Monday-Friday 8 am-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 PCS Appraised Value Offer (AVO): Not Authorized Financial Disclosure Report: Not required 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. 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. 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). Preferred Experience: None Grade Determinations: GS-7 Lead Medical Support Assistant: In addition to the basic requirements above, applicants must have one year of experience equivalent to the GS-6 (MSA) grade level, and must demonstrate 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 5005/53, Part II, Appendix G-45 The full performance level of this vacancy is GS-07. Physical Requirements: Typically, the Lead Medical Support Assistant must be able to operate a computer terminal and be able to manage multiple activities at one time. The LEAD MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak clinic hours or on days that have a large volume of clinic activity.

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 Tennessee Valley HCS - Nashville 1310 24th Avenue South Nashville, TN 37212 US
• Name: Adrianne Caldwell
• Email: [email protected]