The Lead Medical Support Assistant (LMSA) monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. The incumbent is responsible for initiating and carrying out a variety of administrative and technical duties in support of an assigned team. This may include Primary Care, Specialty Care, Mental Health, a Call Center or community care referral management based on the current teamlet to which the Lead is assigned.

Duties

The goal is to ensure continuity of care, accurate and timely scheduling and appropriate follow up for any care required regardless of where it may be rendered and incompliance with current guidance and directives. The Lead MSA duties include but are not limited to: Monitors daily staffing levels and ensures equal distribution of workload/coverage daily. Assists the Supervisor with developing contingency plans for staffing and data/input/transmission. Maintains suspense files necessary for monitoring the processing of consults, orders or any other requests for appointments Ensures working and complete knowledge of current access both within VA and in the community to effectively schedule patients as quickly as possible. Responsible for identifying backlogs in workload and potential procedural problems by observation / monitoring of the activities for the AMSAs and brings them to the attention of the supervisor. The incumbent will provide weekly, monthly and quarterly reports within established time frames and report to the supervisor. Performs spot checks to ensure that all AMSAs are processing consults following assigned procedures and guidelines for the work accomplished and ensuring appropriate authorizations are entered if required. Assuring coverage of all areas of responsibility. Conducting ongoing reviews to ensure quality of work. Ensuring accurate and timely scheduling of community care referrals. Providing guidance to staff members to include changes in policies and procedures. Distributing and balancing workload. Creating and maintaining employee work assignments/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. Acting as liaison between AMSA and staff in order to resolve day to day conflicts. Work Schedule: Monday through Friday, 8:00am - 4:30pm Compressed/Flexible:Unavailable Telework: Available to highly qualified applicants after training period. Virtual: This is not a virtual position. Functional Statement #: 623-53992-A Financial Disclosure Report: Not required

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. Experience. Six months of 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. 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. 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). 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: For Lead Medical Support Assistant, GS-7: One year of experience at or equivalent to the next lower grade level GS-6. Assignments at the GS-6 level include but are not limited to: processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in] team huddles and team meetings to manage, plan, [problem solve, and follow-up with] patient [care by sharing information and collaborating with the interdisciplinary team]; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; [identifies incomplete encounters and communicates findings to providers; as needed; assists] the team to reinforce the plan of care and self-help solutions; [enters] appropriate information into the electronic record; monitors pre appointment information and/or requirements to assure readiness for patient visit/procedure; [manages patient systems] to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether [the patient requires an immediate appointment; informs team members]about shared patients ([i.e]., those who receive their care at multiple [VA centers] or those who [receive] care in the community). 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. In addition to the requirements defined above, the incumbent must demonstrate the following KSA. 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. References: VA Handbook 5005/117 Part II Appendix G45. Physical Requirements: The work requires some physical exertion, such as extended periods of walking while making clinical rounds or making contacts with other services of the Medical Center. There are also some requirements for standing, twisting, bending, sitting, and carrying of supplies. Must be able to lift (30 lbs.) and carry short distances.

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 Eastern Oklahoma Health Care System 1011 Honor Heights Drive Muskogee, OK 74401 US
• Name: VISN 19 HR Contact Center
• Phone: 719-227-4600
• Email: [email protected]