The Neurology Service Lead MSA performs a variety of duties that facilitate the work of physicians, residents, fellows, nurses, techs, and other members of the medical facility who provide patient care. Lead MSA's are considered chief sources of information and play an important role in accomplishing the work of all Neurology Service Specialty Clinics by performing duties below. At this level the Lead MSA must have the ability to work rapidly and independently with a high degree of accuracy.

Duties

The Lead MSA must be dependable, use good judgement and effectively/accurately analyze and evaluate all situations to ensure the veteran receives the highest quality of care. Good written and oral communication skills are essential. The incumbent works collaboratively in an interdisciplinary coordinated care delivery model, a Neurology Service at the San Francisco VA Health Care System (SFVAHCS) to ensure delivery of coordinated, high quality, efficient and patient-centered care. The Lead MSA is the primary source of contact to the patient by phone and/or in person, acts as the liaison to the clinical staff and provides administrative assistance for Neurology Clinics. As a front-line contact to the patient, the Lead MSA sets the tone for perception concerning the quality of healthcare services provided by VA. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. The Lead MSA will have general oversight of the day-to-day activities of the Neurology Service Advanced MSAs including contractors, ensuring that routine work is carried out timely and accurately and communicating supervisory problems to the Administrative Officer. Incumbent will assist the Administrative Officer in disseminating new VA Directives and procedures that affect front desk and clinic operations and will provide training, as needed. The primary function of the Lead MSA is to ensure smooth operation of all aspects related to the clinical administrative operations of the service area. The Lead MSA shall monitor productivity and align staff to work assignments, provide input on performance, resolves daily workplace issues, and oversee and implement processes that support efficient and effective workflow of their assigned service care lines and the assigned Advanced MSAs. Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to Advanced MSAs to include changes in policies and procedures; distributing and balancing workload; creating and maintaining Advanced MSA work schedules; advising on employee training modules, orienting and providing on-the-job training for new and current Advanced MSAs; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between Advanced MSA and other SFVAMC staff in order to resolve day to day conflicts. The incumbent performs duties related to the receipt, intake, and indexing of health and administrative information. The incumbent will interface with personal computer (PC) applications as well as numerous other programs including VISTA, CPRS applications, VETLINK, ICB, and NON-VA CARE Portals. In addition, the incumbent will serve as a key manager of the CISCO supervisor Desk Top phone system including the alignment of staff to the system, the day-to-day monitoring of the operational support of phone lines and the running of monthly reports to identify trends and opportunities for improvements in-patient call in support. In addition, the Lead MSA shall serve as the contact TMS Administrator for the Advance MSA's, The Lead MSA is responsible for all scheduling workflows, to include the Electronic Wait List maintenance; clinic profile management (i.e. clinic setup, grid changes, cancel/block/restore clinics and monitoring); manage procedures associated with teams based on assigned service care lines (i.e. PADREEC & ALS); ensuring insurance capture, updating patient information (i.e. next of kin, address, phone number, etc.); encounter data validation; recall reminders; consult management; patient notification of appointments. The Lead MSA will perform administrative duties as assigned by the Administrative Officer in support of Neurology Service; PDL updates, Market pay rate forms, pay for performance, and other administrative tasks. Other duties as assigned. Work Schedule: Monday - Friday 8:00am - 4:30pm or as determined by supervisor. Telework: Yes, this position may be telework eligible after 6 months for 1 day per week. Virtual: This is not a virtual position. Relocation/Recruitment Incentives: 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. 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. 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: GS-7 Lead MSA Experience. One year of experience equivalent to the GS-6 AMSA grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: 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. References: VA Handbook 5005 Part II Appendix G45The full performance level of this vacancy is GS-07. Physical Requirements: This position is primarily sedentary.

Education

There is no education substitution at this grade level.

Contacts

• Address San Francisco VA Medical Center 4150 Clement Street San Francisco, CA 94121 US
• Name: Marcus Garrison
• Phone: 559-225-6100 X6339
• Email: [email protected]