The Lead Medical Support Assistant (LMSA) provides specialized and expert administrative patient support while working collaboratively in a Clinical Care Center with a coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.

Duties

The Lead Medical Support Assistant is responsible for the coordination of Medical Support Assistant assignments and workflow found in an inter-professional coordinated care delivery model. Duties of the position may include, but are not limited to: Conducts daily workload assessments, assigning work assignments; assuring proper staffing coverage; evaluating training records; and determining training needs of Medical Support Assistants to provide support across inter-professional settings. Assists 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 including 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. Ensures the accurate and timely scheduling of appointments Provides guidance on 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 Medical Support Assistants and staff to resolve day to day conflicts. Schedules, cancels, and re-schedules patient appointments and/or consults; entering no-show information. Monitoring appointment requests from multiple electronic sources; gathering and obtaining medical information from patients. Processes medication refill requests; reviewing electronic health records, obtaining medical records, faxing, participating in huddles with other Medical Support Assistants and/or VISN Clinical Contact Center staff to determine the daily needs of the VISN Clinical Contact Center. Monitors outpatient appointments in areas of responsibility; and verifying and updating demographics when contacted by patients. Manages patient systems to verify, validate and ensure accuracy while resolving issues. Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment. Provides information and resolution to Veterans' requests within scope, uses administrative judgment to escalate symptomatic concerns to clinicians within the VISN Clinical Contact Center, or directs the contact to the appropriate discipline within the Clinical Contact Center or department for resolution. Screens incoming contacts and independently routes the contacts to the appropriate area for resolution. Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit. Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software. Provides high-quality customer service to Veterans and their families/caregivers. Communicates tactfully and effectively to customers. Resolves Veteran complaints as appropriate. Work Schedule: Monday-Friday, 7:30 am to 4:00 pm Occasional weekends as needed. Telework: Not Authorized Functional Statement #:00000 Travel: Occasional Travel as needed to Waco, Temple, or CTVHCS CBOC based on the needs of the service 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 Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g. Experience and Education. One of the following must be met: 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, 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. Certification. None required. Physical Requirements: See VA Directive and Handbook 5019. 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). Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation Lead Medical Support Assistant (LMSA), GS-07 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 advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community 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. 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. 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. Utilizes numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. Organizes work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Communicates with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. Provides staff development and training. Manages 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. Preferred Experience: At least 5 years as an Advanced Medical Support Assistant (AMSA); at least 1-2 years as a LEAD; previous supervisor. Coordinates AMSA assignments and workflow within Service at different locations and adjust the flow of work to meet the needs of the patient and team; responsible for daily workload assignments, assigning work, and assuring proper staffing coverage at the different locations. Assists with clinical flow in relation to access to care across multiple clinics and/or community resources to include accurate and timely scheduling of appointments, providing guidance, enforcing policies and procedures, updating AMSA staff on changes in policies and procedures, and providing coverage during staffing shortages. Identifies discrepancies in scheduling in accordance with VHA Directions 1230, 1231, and 1232, SOPs, rules, and guidance, and determine the training needs of the AMSA staff in order to provide support for the Service. Proficient in systems CPRS, Vista, JLV, Virtual Scheduling Manager, Microsoft Office. Must be familiar with scheduling (consults, RTCs) and running various reports. References: VA Handbook 5005/117 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679. Physical Requirements: The position requires visual acuity, adequate auditory perception, clear distinctive speech, and manual dexterity. Requires extended periods of sitting. The position may require some bending and carrying of items. The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations and able to shift priorities based on patient needs. Must meet Employee Health mandates as a condition of employment.

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 VA Central Texas Health Care System 1901 Veterans Memorial Drive Temple, TX 76504 US
• Name: Delisha Cameron
• Phone: 202-316-3570
• Email: [email protected]