LEAD MEDICAL SUPPORT ASSISTANT

The Incumbent is assigned to Community Care as a Customer Service Lead under the supervision of the Supervisory Program Specialist and Community Care Chief. The Incumbent provides training for newly hired personnel and identifies training needs of employees while ensuring training is provided regarding the Community Care Program. Incumbent informs staff of procedural changes and provides instructions and guidance for new, non-routine, or complex assignments or to clarify published guidelines.

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.

English Language Proficiency :

Applicants appointed to direct patient care positions must be proficient in spoken and written English. 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 :

For GS-7 (Lead Medical Support Assistant) - In addition to the basic requirements, candidates must have the following:

Experience:

One year of experience equivalent to the next lower grade level (GS-6). Examples of experience include, but are not limited to the following: Assignments at this level include, but are not limited to addressing customer service issues, 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 staff members to include changes in policies and procedures; distributing and balancing workload; 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; creation of authorizations; addressing customer service issues and delegating as appropriate; and acting as liaison between MSA and staff to resolve day-to-day conflicts. Incumbent must be able to train staff in the requirements of Integrated Veteran Care processes, scheduling directives, Optum policies and procedures, and ensure accurate completion of duties as assigned. Incumbent is responsible for setting up and monitoring IVC/Optum clinics in VISTA, changing parameters, inactivating, reactivating, or canceling clinics in VISTA. The incumbent reviews of position descriptions and performance standards for the employees in IVC makes recommendations to management concerning any changes that need to be made. Assists supervisor in reviewing the work of subordinate employees which is documented during the year by management. This serves as the basis for recommendation for promotions, reassignments, or performance awards. Incumbent participates in candidate interviews and makes recommendations to management on the selection of employees from the list of eligible candidates. Prepares and coordinates all administrative training for employees assigned to IVC. The incumbent implements specific and general provisions of government-wide programs in Equal Employment Opportunity (EEO) and employee management relations to assure equal treatment t of all employees and informs employees of all aspects of personnel programs. Incumbent is responsible for managing the completion of the consultation and view alert processes for the teams within IVC to ensure compliance with VA regulations, particularly the timely processing of consultations received in IVC. This involves running reports which are available through automated databases to determine the status of consultants. Incumbents have primary responsibility for ensuring that consultants are documented as active, scheduled, complete, etc. and not in an active status requiring action, which requires close supervision by the incumbent. The incumbent must also have a thorough knowledge of multiple systems (External Provider Scheduling system (EPS), Automated Call Distribution (ACD) system, Health share Referral Manager (HSRM) and current computer technology regarding imaging applications, PC Fax applications, and numerous VistA applications.

IMPORTANT

Education cannot be substituted for the one year of specialized experience required at this grade level. Lead Medical Support Assistants at this level must demonstrate ALL of the Knowledge, Skills, and Abilities (KSAs) below. If selected for the position response to the KSAs need to be completed on plain paper, with a narrative description of experience, education, and training as it relates to each KSA. 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.

Preferred Experience:

Medical terminology, scheduling experience

References:

VA Handbook 5005/53 Part II Appendix G45, Medical Support Assistant Qualification Standard https://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf.

Physical Requirements:

The work of the positions is primarily sedentary; however, some walking, standing, bending stooping and carrying of small items such as files may be required.