The purpose of this position is to serve as a Lead Medical Support Assistant (MSA), for Outpatient Clinical Support in the VA Boston Healthcare System. The incumbent is responsible for a wide range of assignments and provides administrative support to the Sections. The Lead Medical Support Assistant position is in Surgical services at the VA Boston Healthcare Systems located at the West Roxbury campus. This position is full-time at 40 Hours per week.

Duties

Duties include but are not limited to: a. Monitors and makes work assignments for lower grade MSA positions. b. Provides input on MSA performance and resolves workplace issues. c. Provides educational sessions to train new employees in clerical process in an efficient and effective manner to insure that clerical processes, functions and goals are understood and met. d. Supports clinics regarding clinic profile management and utilization via various reports. e. Collects and updates insurance information from Veterans, family members and other eligible patients. f. Prepares correspondence and memos as needed. g. Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes. h. Ensures data is entered into VISTA accurately and scans documents into VISTA Imaging within 24 hours of entering the data into VISTA if applicable. i. Promotes Veteran registration for and utilization of MyHealthyVet (MHV) j. Stocks basic office supplies for the executive suite. k. Enters Veterans seeking emergent/urgent care, scheduling appointments accurately. l. Utilizes call lists and telephones Veterans to pre-register them before their scheduled visits. Incumbent updates all patient demographics. m. Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient. n. Assures that all appropriate VA forms are used correctly and regulations followed. o. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Work Schedule: Monday- Friday 7:30 am- 4:00 pm. Compressed/Flexible Work Schedule: Not Authorized Telework/Virtual/Remote Work: Not Authorized Functional Statement #: 907080 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Notification: This position is in the Excepted Service. Veterans' preference does not apply for internal or other current permanent Federal agency employees. Current and former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held. This position is a NAGE Bargaining Unit position. This position is covered by locality-based comparability pay. Selectee may be required to work at any VA Boston Healthcare System campus, as needed.

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. Education or Experience: One year above high school; OR 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 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 appointed to direct patient care positions must be proficient in spoken and written English. IN ADDITION TO THE BASIC REQUIREMENTS APPLICANTS MUST MEET THE FOLLOWING:GS-07: Above the full performance level Grade Determinations: In order toqualify at the GS-7 level you must have one year of experience equivalent to the GS-6 grade and demonstrate the below GS-6 KSAs GS 6 KSAs: 1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. 2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations 3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. 4. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. 5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. 6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. To qualify at the GS-7 level you must have one year of experience equivalent to the GS-6 grade and demonstrate the below GS-7 KSAs GS 7 KSAs: 1. Advance 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. 2.The ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. 3.The ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. 4. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. 5. The ability to provide development and training. 6. The 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: http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf. This can be found in the local Human Resources Office. Physical Requirements: The work is requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching, and lifting moderately heavy items such as papers, books, manuals, record boxes and boxes of computer paper. Computers are used and therefore keyboarding is required. The work includes walking from area to area when covering other employees. Applicant may at times be exposed to stressful situations with Veterans.

Education

IMPORTANT: There is no education substitution at this grade level.

Contacts

• Address VA Boston Healthcare System 940 Belmont Street Brockton, MA 02301 US
• Name: Robert Spinney
• Phone: 7748264814
• Email: [email protected]