The Lead Medical Support Assistant position is in the Chief of Staff office at the Miami VA Healthcare System and reports to the Executive Assistant of the Chief of Staff. The duties and responsibilities are carried out throughout the various clinical services in the entire medical center, thus acting as a liaison between Chief of Staff office and the clinical services within the scope of her/his work.

Duties

As a Lead Medical Support Assistant works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used such as oncology, HIV, SCI, Military Sexual Trauma, etc.). The Lead Medical Support Assistant is responsible for ensuring accurate and timely scheduling of appointments; providing guidance and leadership to Medical Support Assistants and call center agents; conducting ongoing reviews to ensure quality of work; development and training, organizing work and setting priorities to ensure completion of duties is accomplished in a timely manner, have an extensive knowledge base to provide timely and appropriate telephone caller referral and problem resolution, skill in communicating with others in order to meet each customer's needs. Other duties and responsibilities include but are not limited to:

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 as required by 38 U.S.C. 7402(d) and 7407(d). Physical Standards. Must pass a pre-employment examination. See below for additional information. 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 above, all applicants must also meet one of the following grade requirements for a specific grade level. GS-7 (Lead MSA) Experience. At least 1 year of experience equivalent to the GS-6 grade level. Examples of qualifying experience includes, but is not limited to: Working collaboratively in an interdisciplinary patient aligned care team, coordinating with the patient care team to review the clinic utilization by using various reports, ensuring that clinic setup is closely monitored to effectively support the needs of the clinic and making any necessary adjustments, assisting with communications during the inpatient to outpatient discharge; facilitating secure messaging with the patient and team; notifying patients of normal lab results; developing and managing a tracking system for follow up care such as consults, tests, etc.; participating in team huddles and team meetings to manage and plan patient care; entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validating accuracy and resolve issues; monitoring and tracking the work of others doing these related duties; etc. In addition, applicants must demonstrate the following KSAs: 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. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training, and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Preferred Experience: One year of scheduling experience in a medical setting as the lower GS 6 References: VA Handbook 5005, Part II, Appendix G-45 Physical Requirements: Must pass a pre-employment physical examination as required by VA Handbook 5019. This examination is administered by VA Occupational Health. Work is sedentary and performed in an office environment. There is an occasional requirement for carrying of light items such as mail, papers, books, and files, and there is frequent bending, stooping, and standing when engaged in filing. Incumbents must be physically and mentally able to efficiently perform the essential functions of this position without hazard to themselves or others. The full performance level of this vacancy is 7.

Education

There is no education substitution for this grade.

Contacts

• Address Bruce W Carter Department of Veterans Affairs Medical Center 1201 Northwest 16th Street Miami, FL 33125 US
• Name: Jeannette Ortiz
• Phone: 726-234-2724
• Email: [email protected]