This Lead Medical Support Assistant position is within the Integrated Veteran Service line, positioned in the Primary Care department at the VA Bedford Healthcare System. This position will be based in the Haverhill CBOC and will cover the Gloucester and Lynn CBOC when an Advanced Medical Support Assistant calls out or is on scheduled leave. The position is full-time at 40 hours per week.

Duties

The incumbent oversees and evaluates the work of all MSAs working in the various clinical services; working with clinical staff to resolve complex problems and ensure patient services are accomplished; evaluating equipment, systems and processes and making recommendations for improved operations; identifying education and training needs of staff and evaluating scheduling practices. Some duties include, but are not limited too: Conducts monthly scheduling audits throughout the various services to ensure compliance and business practices. Ensures the MSA staff understand all performance measures related to patient appointments, cancellations, no-shows, Electronic Wait List (EWL) and consult management. Collects and analyzes data regarding these performance measures to provide reports to senior management. Assures accurate patient management by the MSAs within the numerous outpatient clinics. Participates in various hospital staff meetings to review, discuss and plan strategic objectives, patient flow, automation processes, revenue, staffing and business operations. Conducts time studies, collect data and generate reports to support hospital process reviews and medical center improvement projects. Handles scheduling problems and deviations based on personal knowledge of clinic operations and medical center policy. Work Schedule: Monday-Friday, 7:30am to 4:00pm Telework: Available Virtual: This is not a virtual position. Functional Statement #: F-1676 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Veterans' preference does not apply for internal or other current permanent Federal agency employees. This position is a NAGE Bargaining Unit position. This position is covered by a special rate.

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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. 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. 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. GRADE DETERMINATIONS: In addition to the basic requirements for employment listed above, the following experience criteria must be met when determining the grade of candidates: Experience. One year of experience equivalent to the GS-6 grade level. 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. 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). References: VA HANDBOOK 5005/117 PART II APPENDIX G45 Physical Requirements: Work is performed in an adequately lighted and climate-controlled office.

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 VA Bedford Healthcare System 200 Springs Road Bedford, MA 01730 US
• Name: Mary Dignard
• Phone: 781 687 4573
• Email: [email protected]