The Lead Medical Support Assistant (MSA) works at the VA Palo Alto Healthcare System (VAPAHCS) at the Palo Alto Division. The position is organizationally aligned under Radiology Service and is expected to work closely with all members of the healthcare team and will receive program direction and guidance from the team's leadership. VAPAHCS uses a practice group concept that combines managed care and primary create care treatment models.

Duties

The Lead Medical Support Assistant 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 change 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 his or her assigned areas and acting as liaison between AMSAs, and staff in order to resolve day to day conflicts. Specifically, the leadership duties of this position require the incumbent to: assure adequate AMSA coverage in the service each day; distribute and balance the workload among AMSAs in accordance with established workflow expectation; assure timely completion of the expected daily call volume; assure that each AMSA completes an appropriate workload; track the status and progress of work, and make day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise, such as backlogs in calls which cannot be disposed of promptly; instruct employees in specific tasks and job techniques and make available written instructions, reference materials, and supplies; provide unit orientation and give on-the-job training to new employees in accordance with established procedures and practices; maintain a current knowledge to advise and answer questions of other employees on procedures, policies, directives, etc; monitor calls in progress and review completed work to see that the Supervisor's instruction on work sequence, procedures, methods, and scheduling requirements have been met; provide immediate feedback to AMSAs deviating from established standards; refer to Supervisor questions or matters not covered by standards and problems in meeting performance standards; monitor working condition such as seating, ventilation, lighting, safety, etc; inform employees of available services and employee activities; resolve simple, informal complaints of employees and refer other to Supervisor; report to Supervisor on performance, progress, problems, and training needs of employees; and provide information to Supervisor as requested concerning reassignment, recognition of outstanding performance, and personnel needs. The Lead MSA continually monitors the telephone system activity to ensure timely response to incoming calls. He or she notifies the Supervisor if waiting times or calls holding exceed the standard, and when aware of other significant problems. The Lead MSA actively participates in planning, problem identification, and problem resolution through multi-disciplinary program meetings. He or she works with the Supervisor to assure all Joint Commission standards are met. Other duties include but are not limited to the following: Maintaining working knowledge and understanding the operation of VISTA, Unity, and CPRS systems. Supports the SIM model and participates in continuous process improvement. Designing training materials and spreadsheets necessary for tracking work progress in the unit by using MS Word, Excel, and/or PowerPoint. Referring calls appropriately by using knowledge of medical technology. Use of highly developed oral and written communication skills. Maintains working knowledge of interviewing techniques and fundamental principles of interpersonal communication to enable incumbent to effectively receive patient calls and determine the nature of callers' needs. Diplomacy in dealing with all callers, both internal and external, and in dealing with unit staff. Scheduling Duties - The incumbent schedules clinic appointments using the VistA Scheduling Enhancements (VSE) and other scheduling options in the Service. The incumbent follows nationally and locally established business rules to schedule appointments for Veterans. Work Schedule: Full-time shift work in a 24/7 unit. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 640 03533F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): 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. Certification. None required. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. 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. Grade Determinations: GS-7 Experience. One year of experience equivalent to the next lower grade (GS-06) level. In addition to the one year of specialized experience at the next lowest grade (GS-06) level, candidates must demonstrate the below 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. 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. References: VA HANDBOOK 5005/117, PART II, APPENDIX G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD, GS-0679, Veterans Health Administration, August 1, 2019. The full performance level of this vacancy is GS-7. The actual grade at which an applicant may be selected for this vacancy is GS-7. Physical Requirements: Light lifting, under 15 pounds. Light carrying, under 15 pounds. Pushing 8 hours. Ability for rapid mental and muscular coordination simultaneously. Hearing (aid may be permitted). Unusual fatigue factors: Mental strain and vigilance. Working closely with others. Working alone. Protracted or irregular hours of work. Possible contact with blood or infectious materials.

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Palo Alto VA Medical Center 3801 Miranda Avenue Palo Alto, CA 94304 US
• Name: Herbert Lum
• Phone: 702-791-9000 X14057
• Email: [email protected]