The Lead Medical Support Assistant (MSA) works collaboratively in an interdisciplinary coordinated care delivery model through customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics. They must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers.

Duties

Duties include but are not limited to: Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to scanning. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow Assuring coverage of all areas of responsibility and creating and maintaining employee work schedules Conducting ongoing reviews to ensure quality of work Orienting and providing on-the-job training for new and current employees and ensuring all training requirements are met Incumbent must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: a. Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. b. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. c. Daily review of active/pending consults, Electronic Wait List, Recall list and Audiocare communications for accuracy and disposition. The Lead MSA may be asked to participate in the daily teamlet huddles and weekly team meetings where patient care planning and management occur. Work Schedule: 8:00am- 4:30pm, Monday-Friday Recruitment Incentive (Sign-on Bonus): Not Authorized. Permanent Change of Station (Relocation Assistance): Not Authorized. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: Lead Medical Support Assistant, GS-0679-7 Permanent Change of Station (PCS): Not Authorized

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. 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. 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: One year of experience equivalent to the [GS-6] grade level. *MUST PROVIDE MOST RECENT NON-AWARD SF-50 (within the last 52 weeks)* Knowledge, Skills, & Abilities: 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. 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-7. The actual grade at which an applicant may be selected for this vacancy is GS-7.

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 Central Virginia VA Health Care System 1201 Broad Rock Boulevard Richmond, VA 23249 US
• Name: Jasmine German
• Email: [email protected]