Lead Medical Support Assistant

Summary The incumbent serves as a Lead Medical Support Assistant in the Community Care Services Section, under the office of the Chief of Staff in the Ann Arbor Medical Center. The Lead Community Care MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Responsibilities Major duties of this position include, but are not limited to: Assuring coverage of the Community Care Services Unit; Conducting ongoing reviews to ensure quality of work; ensuring accurate and timeliness of the Community Care process in accordance with Community Care Guidelines. Assigning workload to individual Community Care MSAs, providing guidance to other MSAs to include changes in the policies and procedures; Distributing and balancing workload; orientating and providing on the- job training for new and current MSAs in the Community Care Services Department in all Electronic Health Record (EHR) systems; Organizing the work structure of his/her assigned areas, Acting as liaison between MSA's and staff in order to resolve day to day conflicts, and completing other duties and special projects as assigned by the Community Care Chief or Supervisors. Monitoring vacation schedules to ensure adequate coverage in the Community Care Services Department is met. Provide supportive assistance to the Veterans to assure prompt attention to their authorizations and performs at a competent level. Responsible for delivering administrative support to the staff and supervisors associated with the Community Care process. Coordinate with the private sector to authorize and schedule care. Receive consult requests for long-term and short-term authorization of outpatient fee basis Community Care. Review medical information to determine type of treatment necessary, extent of treatment, estimated costs of Community Care and adequacy of medical information presented. Responsible to lead one to two groups of Medical Support Assistants (MSA) at a GS-5 and/or GS-6 level and responsible to their supervisor for ensuring that the work assignments for their teams are carried out by performing a range of duties. Distribute and balance the workload among employees in accordance with established work flow or job specialization, assure timely accomplishment of assigned workload, and assure that each employee has enough work to keep busy. Estimate and report on expected time of completion of work, and maintain records of work accomplishments and time expended and prepare reports as requested; Instruct employees in specific tasks and job techniques and make available written instructions, reference materials and supplies. Assists with unusual situations which do not have clear precedents. Plan and carry out successive steps of work assignments. Independently handles scheduling problems and deviations based on personal knowledge of clinic operations and policy, schedules, and provider's preferences.

Work Schedule:

Monday - Friday, 07:30am - 4:00pm

Telework:

Ad Hoc Virtual:

This is not a virtual position. Functional Statement #: 944080

Relocation/Recruitment Incentives:

Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. 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:

Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a). Experience. No experience required. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration. None English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

Grade Determinations:

In addition to the basic requirements above, applicants must meet the following experience: GS-07

Lead Medical Support Assistant:

To qualify for the GS-07 level, you must have one year of experience equivalent to the GS-6 grade level. Experience at the GS-6 includes but is not limited to: providing specialized and expert administrative patient support while working] collaboratively in an interdisciplinary coordinated care delivery model. 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. Recommends 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 Demonstrated Knowledge, Skills, and Abilities:

Candidates must also demonstrate all of the knowledge, skills, and abilities below: 1, 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. 2. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.] 3. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. 4. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff]. 5. Ability to provide staff development and training. 6. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This