This Lead Medical Support Assistant position is in the Business Office of the Syracuse VA Medical Center located in Syracuse NY. The incumbent serves areas including, but not limited to, Inpatient/Outpatient , CITC, CBOC's, and Call Center for the Syracuse VAMC; and is responsible for the coordination of Advanced MSA assignments & workflow found in an interdisciplinary unit at the Syracuse VAMC.

Duties

The Lead Medical Support Assistant performs a variety of administrative functions associated with the scheduling of patient care for the clinical programs at VA Medical Center. Some duties include, but are not limited too: 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. 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. 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. The Lead MSA is responsible for having a thorough and detailed understanding of every function the MSA performs. Acts as a front line contact with patients and staff, in the scheduling role, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. The incumbent works under the direct supervision of the GS-8, Supervisory MSA, who establishes objectives and department priorities. Utilizes knowledge of VA policies, regulations, guidelines and process as they relate to the scheduling of patient appointments, consults, NEAR, Electronic Wait Lists, and pre-appointment clinical requirements(i.e. labs, EKGs, x-rays) to ensure readiness for the patient visit. Performs other duties as assigned. Work Schedule: Monday-Friday, 7:30am to 4:00pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: Lead Medical Support Assistant, 21M95-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): 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. 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, 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. IN ADDITION TO THE BASIC REQUIREMENTS APPLICANTS MUST MEET THE FOLLOWING: Grade Determinations: In order to qualify at the GS-7 level you must have one year of experience equivalent to the GS-6 grade and demonstrate [all of] the below GS-6 Knowledge, Skills, and Abilities (KSAs). GS-6 KSAs: 1. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. 2. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations 3. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. 4. Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. 5. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. 6. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. To qualify at the GS-7 level you must have one year of experience equivalent to the GS-6 grade and demonstrate [all off] the below GS-7 KSAs. GS-7 KSAs: 1. Advance 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. 2.The ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. 3.The ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. 4. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. 5. The ability to provide development and training. 6. The 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 Medical Support Assistant VA Qualification Standard. The full performance level of this vacancy is GS-7. Physical Requirements: Work is sedentary but also demands standing, walking, twisting, carrying of light items.

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 Syracuse VA Medical Center 800 Irving Ave Syracuse, NY 13210 US
• Name: Ercella Grant
• Phone: (347) 213-6305
• Email: [email protected]