The Lead Medical Support Assistant serves as a San Francisco VA HealthCare System Dental Service supporting Front Desk and clinical service areas. The incumbent will serve as key manager of operations working directly for the Supervisor in the Service Area. The incumbent and Supervisors are essential collaborative team members who work in support of the Business Manager who carries out the directives of Group Practice Manager responsible for Dental Service delivery within the SFVA HCS.

Duties

Lists the major duties and responsibilities of the position. The Lead MSA will have general oversight of the day-to-day activities of the Dental Service Advanced MSAs including contractors, ensuring that routine work is carried out timely and accurately and communicating supervisory problems to the Supervisor/Business Manager. This requires knowledge of dental terminology, dental procedures, and dental eligibility. Incumbent will assist the Supervisor/Business Manager in disseminating new VA Directives and procedures that affect front desk and clinic operations and will provide training, as needed. The primary function of the Lead MSA is to ensure smooth operation of all aspects related to the clinical administrative operations of the service area. The Lead MSA shall monitor productivity and align staff to work assignments, provide input on performance, resolves daily workplace issues and oversee and implement processes that support efficient and effective workflow of their assigned service care lines and the assigned Advanced MSAs. Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to Advanced MSAs to include changes in policies and procedures; distributing and balancing workload; creating and maintaining Advanced MSA work schedules; advising on employee training modules, orienting and providing on-the-job training for new and current Advanced MSAs; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between Advanced MSA and other SFVAMC staff in order to resolve day to day conflicts. The incumbent performs duties related to the receipt, intake, and indexing of health and administrative information. The incumbent will interface with personal computer (PC) applications as well as numerous other programs including VISTA, CPRS applications, VETLINK, ICB, and NON-VA CARE Portals. In addition, the incumbent will serve as a key manager of the CISCO supervisor Desk Top phone system including the alignment of staff to the system, the day to day monitoring of the operational support of phone lines and the running of monthly reports to identify trends and opportunities for improvements inpatient call-in support. In addition, the Lead MSA shall serve as the primary TMS Administrator for the service, PIV Sponsor and Pin-code Re-set Administrator, Clinic Timekeeper and be the primary conduit to ADPAC for aligning personnel to correct computer programs and filters to ensure access points to support processes. The Lead MSA is responsible for all scheduling workflows, to include the Electronic Wait List maintenance, reports; clinic profile management (i.e. clinic setup, grid changes, cancel/block/restore clinics and monitoring); ensuring insurance capture, updating patient information (i.e. next of kin, address, phone number, etc.); encounter data validation; recall reminders; consult management; patient notification of appointments. The incumbent serves as administrative support champion within the service area to Dental Assistants, Dental Hygienists, Providers and Administrative staff, for external stakeholders; the incumbent serves as communication liaison for patients, processes, and policy concerns. As the administrative support champion, they will facilitate the oversight of the clinic cancellation policies in their immediate service areas. Work Schedule: Monday - Friday; 0800-1630 Telework: Reg Teleworks 1-2 Days / per pay period Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized

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: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part 11, 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. 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). Grade Determinations: Lead Medical Support Assistant 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. 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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-07. The actual grade at which an applicant may be selected for this vacancy is a GS-07. Physical Requirements: Position requires visual acuity, adequate auditory perception, clear distinctive speech, and manual dexterity. Position requires extended periods of sitting. The position may require some bending and carrying of items. The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations and able to shift priorities based on patient needs. Must meet Employee Health mandates as a condition of employment.

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 San Francisco VA Medical Center 4150 Clement Street San Francisco, CA 94121 US
• Name: Lizbeth Torres
• Phone: (415) 221-4810 X24760
• Email: [email protected]