The Lead Medical Support Assistant (Lead MSA) position is assigned to the Health Administration Service (HAS). The incumbent will serve as a technical expert supporting Primary Care, Mental Health or Specialty Clinics at the Phoenix VA Medical Center. Actual Location: 650 E. Indian School Road, Phoenix, Arizona 85012

Duties

The salary range listed on this announcement only reflects the General Schedule incorporating Rest of U.S. basic pay. Upon selection, the salary will be adjusted to include the locality adjustment for the specific location. Positions are located within the health administration service. Lead MSAs interact with both internal and external customers providing exceptional customer service and ensuring overall customer satisfaction. Candidates will be reviewed for minimum qualifications as outlined in the qualifications section of this announcement and referred to the Phoenix VA Health Care System Lead MSA Interview panel no later than 60 DAYS OF THE VACANCY CLOSURE. Selected candidates should plan to report to Phoenix VA Health Care System for fingerprinting and a Physical evaluation. In addition, you will be contacted by various entities within Human Resources to begin all pre-employment processes and must satisfy all condition of employment before a firm offer of employment is made. Duties include but are not limited to: Operate within a clinic environment and monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Conduct ongoing reviews to ensure quality of work. Ensure accurate and timely scheduling of appointments. Provide guidance to staff members to include changes in policies and procedures. Distribute and balance workload amongst staff. Create and maintain employee work schedules. Orienting and providing on- the-job and coordinating training for new and current employees. Act as liaison between MSA and staff in order to resolve day to day conflicts. Plans and organizes work with general assistance from the supervisor with input from PACT Team Leaders as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers non-routine and highly technical problems to his/her supervisor. Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required. Work Schedule ::Monday to Friday, 6:30am - 3:00pm or 8:30am - 5:00pm; or Tuesday to Saturday, 6:30am - 3:00pm; may be required to work weekends/holidays (Subject to change based upon the needs of the agency) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #:000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Resume Requirement: Your resume must be detailed include the following information: Job title, description of duties, beginning and ending date (month/year) of employment; and average hours worked per week. FEDERAL EMPLOYEES: You are required to attach your most recent SF-50 Notification of Personnel Action dated 2024 with your application packet to confirm your federal eligibility. 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. 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. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. Grade Determinations: GS-7 Experience. One year of experience equivalent to the GS-6 grade level. English Language Proficiency. Lead Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of 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. 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 G45The full performance level of this vacancy is GS-7.The full performance level of this vacancy is GS-7. Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability.

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 Carl T Hayden Veterans' Administration Medical Center 650 East Indian School Road Phoenix, AZ 85012 US
• Name: Mark Van Huss
• Phone: (808) 336-1335
• Email: [email protected]