The incumbent (s) will serve as Lead Medical Support Assistant, assigned to the following sections of the Health Administration Service within the Primary Acute Care Teams (PACT) and various Specialty Clinics. The Lead Medical Support Assistant provides specialized and expert administrative patient support in an interdisciplinary coordinated care delivery model.

Duties

The Lead Medical Support Assistant (MSA) monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. 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 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 (OTJ) training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between MSA and staff in order 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. The Lead MSA is responsible for conducting daily/weekly/monthly reviews to ensure the quality of work within the assigned region/service area. These reviews include all areas related to VHA scheduling policy and other Health Administration Service functions. The Lead MSA is to conduct reviews to ensure all MSAs complete the patient check-in process (in its entirety) for their PACTs or specialty providers, including the printing of any necessary documentation needed for the appointment (health summaries, medication lists, daily plans, etc.), pre-registration of patients, Insurance Capture Buffer (IBC) scanning for private insurance, and the usage of VetLink software. The incumbent will assure that MSAs explain the VHA mandate to collect insurance information to Veterans and their families. The incumbent assures staff collect, scans, and updates health insurance information to aid in the revenue collection process. The Lead MSA will conduct reviews to ensure the patient check-out process is completed daily, which includes the completion of Return to Clinic (RTC) orders, the creation of recall reminders, consult follow-up, no-showing patient appointments according to local policy, and any other action required to complete the appointment process. The Lead MSA will collaborate with the Health Administration Service Training Technicians on the review of weekly scheduling audits and ensure quality scheduling practices are being performed within the assigned area. Work Schedule: Full-Time 08:00am - 4:30pm MST or as agreed upon with the possibility of extended hours and weekends. Telework: Available Virtual: This is not a virtual position. Functional Statement #: 53151-A 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. 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. 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). Creditable Experience (1) 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. (2) 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. (3) 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, a 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. 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: Lead Medical Support Assistant, GS-7 (a) Experience. One year of experience equivalent to the GS-6 grade level. (b) 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 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 5005/117, PART II, Appendix G45, dated August 1, 2019The full performance level of this vacancy is GS-7. The full performance level of this vacancy is GS-07. Physical Requirements: Work is generally sedentary in nature with some walking, standing and bending. Occasionally requires moderate physical activity, e.g., caring light items such as books and papers, or lifting stacks of boxes or records. Work Environment. Work is typically performed in an office setting; adequately lighted, quiet, and controlled atmosphere. Follows prescribed safety procedures; uses appropriate lifting methods and body mechanics for heavy lifting or moving heavy objects; reports observed potential safety hazards to appropriate personnel; removes or corrects safety hazards when possible; utilizes appropriate sanitary or aseptic techniques, when applicable.

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 Fort Harrison VA Medical Center 3687 Veterans Drive Fort Harrison, MT 59636 US
• Name: Demetrius Scott
• Phone: 404-536-6576
• Email: [email protected]