This position supports the VA Community Care Service (VACCS) under the Chief of Staff's Office located at the Bay Pines VA Community Care Business Office, Largo, FL with the goal to improve patient care coordination. The incumbent continuously embraces and supports the mission, vision, and values of the VA Healthcare System.

Duties

The Lead MSA conducts quality assurance reviews to ensure staffs are in compliance with applicable policies and procedures to include service, facility and VISN policies. Assignments at this level include, but are not limited to: Detailed coverage of all areas of responsibility. Trains staff members on the technology, equipment and process. Ensuring accurate and timely scheduling of appointments by conducting and documenting routine scheduling audits. Providing guidance to staff members to include changes in policies and procedures. Distributing and balancing workload; creating and maintaining employee work schedules. Ensuring all training requirements are met. Supports Health Administration leadership in guiding Advanced Medical Support Assistants and Medical Support Assistants in scheduling practices and customer relationship management. Work Schedule: Monday-Friday, 7:30am - 4:00pm or 8:00am - 4:30pm. Hours may vary. Telework: Ad-hoc available Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Virtual: This is not a virtual position. Functional Statement #: 21415F Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs

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. 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 3j. Experience and Education: (1) Experience. Six months experience of clerical, office or other 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. (Transcripts Required) Grade Determinations: One (1) year specialized experience equivalent to at least the GS-6 Advanced Medical Support Assistant level. One year of comparable advanced medical support assistant experience equivalent to the GS-6 level is required. Resume must demonstrate possession of analytic skills and clinical familiarity necessary to help coordinate a rigorous, intensive, high-visibility program, being able to assign work and make on the spot decisions as needed. Resume must also demonstrate experience that consist of significant scope, administrative independence, difficulty and range of a variety of work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Specialized experience is defined as: Assuring coverage of all clinical areas of responsibility; Conducting ongoing reviews to ensure quality of work that impacts patient care; Ensuring accurate and timely scheduling of appointments; Providing guidance to staff members to include changes in medical policies and procedures; Distributing and balancing workload; Organizing the work structure of his/her assigned areas; Acting as liaison between MSA and other clinical staff in order to resolve day to day conflicts. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below: 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. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. Ability to provide staff development and training. 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. Customer Service Requirement:Employee strives to meet the needs of both the internal and external customers while supporting the VA Missions Act, and Compact Act consistently. Communicates and treats all immediate stakeholders, employees, and community partners with courtesy, tact, and respect. Properly uses the official standard greeting with all veterans, staff, and incoming call encounters. Correctly identifies callers, location, official title, and prefixes associated with decorum and professionalism. Provides the customer consistent information in accordance with established policies and procedures actively practiced by OCC FGB, and all updates publications. The Leads will handle conflict and problems relating to the customer in a constructive and appropriate manner not limited to the production floor. References: VA Handbook 5005/117, Part II, Appendix G45, MSA Qualification Standard, dated August 1, 2019. The full performance level of this vacancy is GS-7. Physical Requirements: The Lead Advanced Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.

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 CW Bill Young Department of Veterans Affairs Medical Center 10000 Bay Pines Boulevard Bay Pines, FL 33744 US
• Name: Erika Pretto
• Phone: (813) 972-2000 X110112
• Email: [email protected]