The Lead Medical Support Assistant (Lead MSA) is assigned to the Pain Clinic and will be responsible for providing clerical and administrative support to the Pain Program. The Lead MSA is responsible for coordinating and maintaining the clinic appointment schedule for all providers within the Pain team. This position resides in Nursing Service.

Duties

The Lead MSA assumes responsibility for all phone calls to the Pain Clinic, including both patient and staff inquires and complaints, triages phone calls to the appropriate provider as warranted by the situation, resolves all clinical and administrative issues by working with various members of the Pain interdisciplinary team in the time frame dictated by the situation (emergent or non-emergent), and communicates resolution to the relevant party. The Lead MSA schedules patients for clinic appointments and Pain procedures using VISTA scheduling software while adhering to the outpatient scheduling directives and scheduling patients for Pain procedures using VISTA surgical package if an OR is needed. The Lead MSA ensures that the clinic setup is closely monitored to effectively support the needs of the clinic, and makes any necessary adjustments, contacts patients scheduled for clinic appointments and Pain procedures and if appointment/procedure will be canceled or rescheduled. The Lead MSA reschedules appointments appropriately, manages clinic consults for the Pain team, triages them to the appropriate provider, and schedules the clinic appointment appropriately, participates in and/or leads team huddles and team meetings to manage and plan patient care, sets priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for visit/procedure. The Lead MSA accepts appointment cancellation phone messages from patients and informs the Pain clinic providers of the patient's condition and request to cancel, coordinates Hoptel arrangements for appropriate Pain patients as necessary per clinical evaluation or providers, manages clinic profile changes or cancellations and responsible for new clinic set up and setting up and monitoring electronic wait list (EWL) as necessary. The Lead MSA manages EWL to verify and validate accuracy and resolve issues, participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions, sets up and manages clinic recall list for established patients, and is familiar with relevant CPT and ICD codes for clinic and procedures to assist in closing out encounters to ensure facility workload and billing. The Lead MSA also assists in scheduling Pain team staff meetings. Work Schedule: Full-time Monday - Friday 8:00am - 4:30pm or as determined by supervisor Telework: This position is not eligible for telework. 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 G45 The 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]