A Registrar or Patient Service Representative provides direct assistance to patients at a health care or long term care facility. Answers questions and helps resolve complaints; provides liaison with health care providers; may assist with coordinating appointments or addressing billing or insurance issues.
The Lead Medical Support Assistant (LMSA) position serves as the Lead for all Medical Support Assistant (MSA) and is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative to include all interdisciplinary clinics and call centers that support the initiative. Patient care is delivered in a team-based model known as the teamlet. Members of the team include the MSA, a RN Care Manager, a Licensed Practical Nurse/Licensed Vocational Nurse and a Primary Care Provider.
Qualifications:
BASIC REQUIREMENTS.
To qualify for appointment to this position, all applicants must possess the following: A.
United States Citizenship :
Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. B. Experience and Education . Experience. None. Education . High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
Note:
Supporting documentation is required to verify the basic education requirement. Applicants using education beyond a high school diploma or GED must submit transcripts. Applicants claiming the basic requirement based solely on a high school, GED, or certificate of completion must submit a copy of the applicable diploma or certificate. Failure to provide the required documentation may result in disqualification. C. 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. D. Grandfathering Provision. 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). E. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.
GRADE DETERMINATIONS.
In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified. Lead Medical Support Assistant, GS-07. Experience. One year of creditable experience equivalent to the next lower grade (GS-06). GS-06 grade level experience is considered above full performance level. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommend changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.). Knowledge, Skills, and Abilities (KSAs). In addition to meeting the experience above, the candidate must demonstrate the following
KSAs:
(a) 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. (b) Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. (c) Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. (d) Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. (e) Ability to provide staff development and training. (f) 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-07.
