Basic Requirements:
Citizenship: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
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.
English Language Proficiency: Medical Support Assistants 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).
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.
Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:(1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation.(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.(3) If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.
Grade Determinations: In addition to the basic requirements listed above, the following education and experience criteria must be met when determining the grade of candidates:
Lead Medical Support Assistant, GS-7
Experience. One year of experience equivalent to the next lower grade level (GS-6). Examples of qualifying experience include but are not limited to:
- Provide specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.
- Utilize numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model.
- 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).
- Participate in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team.
- Set priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
- Identify incomplete encounters and communicates findings to providers; as needed.
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.
Demonstrated Knowledge, Skills, and Abilities (KSAs). 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.
References: VA Handbook 5005, Part II, Appendix G45 (VHA Medical Support Assistant Qualification Standard). 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.
Physical Requirements: Work is performed in an office setting and is primarily sedentary. May require lifting and carrying of light loads (e.g. files, records, etc.)