This Lead Medical Support Assistant (LMSA) position is in the Medical Administration Service-Clinical Contact Center of the Alexandria VA Health Care System located in Pineville, LA .

Duties

This position is located in the Medical Administration Service, Alexandria VA Health Care System (AVAHCS). This position provides support to the Outpatient Clinic section of Medical Administration. The AVAHCS offers a full range of acute and chronic care services for Veterans residing in the South-Central Louisiana area. Services include, but are not limited to medicine, surgery, psychiatry, rehabilitative medicine, mental health, substance abuse, and services for the seriously mental ill and nursing home care. There are numerous specialty clinics and laboratories. The duties of the Lead Medical Support Assistant include but are not limited to: Resolving daily workplace issues under the supervisor's guidance Ensuring quality of work Ensuring accurate and timely scheduling of appointments Orienting and provide on-the-job training for new and current employees Organizing the work structure of his/her assigned areas Acting as liaison between Medical Support Assistants and staff in order to resolve day to- day conflicts Ensures coverage to all work areas effectively and responsibly Ensuring Veterans and their families are serviced in a timely and efficient manner Handle Operator calls Communicate with medical staff on behalf of veteran/patient Work with veterans to determine their needs, questions or complaints Providing, up-to-date guidance to team members about changes in VA policies and procedures Providing staff development and training Provides input on performance Collaborates with the Supervisor regarding workplace issues Conducting ongoing reviews of quality of work Collaborates, communicates, and demonstrates customer service and interpersonal skills Provides coverage when necessary Monitors daily no shows and encounters Receives daily duties from Supervisor Providing weekly reports to the Supervisor Work Schedule: Monday-Friday 8:00am-4:30pm Telework: Is Available Virtual: This is not a virtual position. Functional Statement #: 502-00022-F 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. Certification. None required. Physical Requirements: See VA Directive and Handbook 5019. English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy. 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: To qualify for the GS-07 level, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for the grade. Be specific when describing the job duties that demonstrate you possess the KSAs listed. Resume must include hours per week for work experience credit. Lead Medical Support Assistant, GS-07 (a) Experience. One year of experience equivalent to the GS-06 grade level which includes: Collaborating with medical clinicians across multiple disciplines, scheduling interdisciplinary appointments, and possessing an advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community OR providing staff development and training, delegating responsibilities/assigning workload to other staff members, following up on issues, and reviewing and monitoring data to ensure reports are complete and accurate (b) 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. (c) Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition, you must demonstrate ALL of the following KSAs in your resume: 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 5005/117 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679. The full performance level of this vacancy is GS 07. Physical Requirements: Most of the work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying items such as training manuals. In addition, there can be increased stress due to the intensity of the call volume or due to a patient complaint/concern.

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.

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.

Contacts

• Address Alexandria VA Medical Center 2495 Shreveport Highway Pineville, LA 71360 US
• Name: Tammy Stephens
• Phone: 325-901-4382
• Email: [email protected]