This is the full performance level for the Lead Medical Support Assistant (OA). This position serves as the Lead for all Medical Support Assistant (MSA) and Program Support Assistant (PSA) staff assigned to Medical Service. The Lead Medical Support Assistants coordinate the administrative activities and responsibilities of the Medical and Program Support Assistants under their leadership.

Duties

Duties include but are not limited to: Meets the needs of customers while supporting the Medical Center and Service missions. Consistently communicates and treats customers (patients, visitors, volunteers, and all Medical Center staff) in a courteous, tactful, and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately. Protects printed and electronic files containing sensitive data in accordance with the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statutes and policy, and VHA guidelines. Protects the data from unauthorized release or from loss, alteration, or unauthorized deletion. Follows applicable regulations and instructions regarding access to computerized files, release of access codes, etc., as set out in the computer access agreement that the employee signs. Performs the following limited administrative personnel management functions: Monitors working conditions such as seating, ventilation, lighting, safety. Maintain a current list of all primary and alternate timekeepers for the various T&L units. Assures the alternate timekeeper assumes responsibilities whenever a primary timekeeper is absent. Assist with discrepancies and errors. Reports to the supervisor on performance, progress and training needs of employees, and on behavior problems. Resolves simple, informal complaints of employees and refers others, such as formal grievances and appeals, to the supervisor or an appropriate management official. Monitors and reports on the status and progress of work, checking on work in progress and reviewing completed work to see that the supervisor's instructions on work priorities, methods, deadlines and quality have been met. Incumbent must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: Schedule appointments/and utilize the various appointment lists in a timely manner. All appointments will be made with the patient's input, whether in person or by phone. Notifies supervisors when clinic access is less than desirable or if a patient cannot be scheduled within mandated clinic timeframes Daily review of active/pending consults, recall list and all alerts Estimates and reports on expected time completion of various projects or sensitive work and maintain records of work accomplishments, and time expended and prepares production reports as required. When records are received, the incumbent will ensure all the documents are properly scanned into CPRS. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of the request and provide the information desired using privacy rules and established clinic processes. Obtains assistance and/or needed information from the supervisor on problems that may arise or backlogs that cannot be disposed of promptly. Work Schedule: Monday- Friday (8:00am - 4:30pm) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 00000 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. 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. Grade Determinations: In addition to the basic requirements, completion of 1 year of progressively complex experience equivalent to the next lower grade level (GS-6) directly related to the position being filled which demonstrates knowledge, skills, abilities and other characteristics that are directly related to the specific assignment. 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. References: VA Handbook 5005 Appendix G45 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: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment. A pre-placement physical examination is not 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: Kelli Jackson
• Phone: (804) 675-5000
• Email: [email protected]