The Lead Medical Support Assistant (MSA) position serves as a Lead Clerk for all assigned Medical Support Assistants (MSA) and Advanced Medical Support Assistants (AMSA) and works collaboratively in an interdisciplinary coordinated care delivery model. The care team in PM&R includes Physical Therapy, Kinesiotherapy, Recreational Therapy, Speech Therapy, Occupational Therapy and the Physician team and supports multiple programs.

Duties

The Lead 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 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 Customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. When assisting the MSA staff in the check-in process, he/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to scanning or be completed independently. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Incumbent must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: Schedule appointments in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Daily review of active/pending consults, Return to Clinic orders, AudioCare and VetText communications for accuracy and disposition. Be able to pull various reports and interpret them such as the CUSS, Encounters, 3rd Next, GNav and other reports necessary for the optimal function of the service. Work Schedule: 7:30-4:00 p.m. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: 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. One year of experience at the next lower level (GS-06). Physical Requirements. Must be able to successfully complete a pre-employment physical. English Language Proficiency. Lead MSA's must be proficient in spoken and written English in accordance with VA Handbook 5005, part II chapter 3, section A, Paragraph 3j.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). Specialized Experience: The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Specialized experience is work that has been performed independently as it relates to the general supervision of AMSA's, which includes: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of medical appointments; 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/her assigned areas; and acting as liaison between AMSA's and staff in order to resolve day-to-day conflicts. Grade Determinations: GS-7 Lead MSA Experience. One year of experience equivalent to the next lower grade level. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below: 1. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. 2. Skill in communicating with individuals in order to obtain the desired effect, ensuring compliance with established policies and regulations. 3. Ability to provide staff development and training. 4. Ability to manage staffing requirements, manage priorities, and coordinate work in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrating an understanding of the impact of incomplete work. 5. Ability to review and monitor data to ensure all reports are complete and accurate. References: VA Handbook 5005/53, PART II, APPENDIX G45. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-07. The actual grade at which an applicant may be selected for this vacancy is GS-07. Physical Requirements: Light lifting (under 15 pounds); light carrying (under 15 pounds); use of fingers; walking (various hours); standing (various hours); near vision (correctable 13' t0 16' to Jaeger 1 to 4); far vision ( correctable in one eye to 20/20 and to 20/40 in the other; hearing (aid permitted); mental and emotional stability required.

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 Central Virginia VA Health Care System 1201 Broad Rock Boulevard Richmond, VA 23249 US
• Name: Ryan Leash
• Phone: 980-401-2554
• Email: [email protected]