The incumbent serves as a Lead Medical Support Assistant and will required to work at other locations as necessary. Incumbent is responsible for the training, review, assistance in scheduling daily jobs and tasks working closely with the Supervisory Medical Support Assistant. The incumbent will interface with personal computer applications as well as numerous Vista applications. In this grade the incumbent is at the Lead performance level and is working independently with minimal supervision.

Duties

John J. Pershing VA Medical Center is committed to Diversity and Inclusion. Together, we strive to create and maintain a working and learning environment that promotes professional growth and teamwork. We offer an inclusive, equitable, and welcoming environment where we celebrate our individual differences and unite as a team toward a common goal of providing outstanding service to our Nation's Veterans. The Lead Medical Support Assistant is responsible for but are not limited to: The coordination of MSA assignments and workflow found in an inter-professional coordinated care delivery model. Daily workload assessments, assigning work assignments, assuring proper staffing coverage, evaluating training records and determining training needs of MSAs to provide support across inter-professional settings. Assist the unit with complex and non-standard procedures, including clinical flow process related to access to care across multiple clinics, specialties and/or community resources. Works collaboratively with VISN programs, services and inter-professional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video. Monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Assuring coverage of all areas 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 assigned areas and acting as a liaison between MSA and staff to resolve day to day conflicts. Scheduling, cancelling, re-scheduling patient appointments and/or consults Entering no-show information Monitoring appointment requests from multiple electronic sources Gathering and obtaining medical information from patients Participate in huddles with other MSAs and/or VISN Comm Care staff Manage patient systems to verify and validate accuracy and resolve issues Work Schedule: Monday - Friday (08:00 am - 4:30 pm) Telework: Ad-Hoc- as determined by the Agency Compressed/Flexible:No Virtual: This is not a virtual position. Bargaining Unit: Yes Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: 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: Medical Support Assistants 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: Experience. Six months of 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 Education: one year above high school; OR Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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: In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates: Creditable Experience Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or [an equivalent position in a non-VA hospital or clinic setting. 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. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity difficulty, and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time Experience. Part-time experience as [an MSA or equivalent administrative patient support in] a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, [an] MSA employed 20 hours a week, or on a 1/2-time basis, would receive [one] full-time workweek of credit for each [two] weeks of service. Lead Medical Support Assistant, GS-7 Experience. One year of experience equivalent to the GS-6 grade level. 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. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. Demonstrated Knowledge, Skills, and Abilities. Candidates must meet the grade requirement(s), and demonstrate all of the KSAs below: 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.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 5005/117, Part II, Appendix G45 The full performance level of this vacancy is GS-7. Physical Requirements: See VA Directive and Handbook 5019

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 John J Pershing VA Medical Center 1500 North Westwood Boulevard Poplar Bluff, MO 63901 US
• Name: Tanya Atkins
• Phone: 202-365-3551
• Email: [email protected]