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. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy.
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).
Experience and Education.
(1)
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.
Certification. None required.
Grade Determinations.
Lead Medical Support Assistant, GS-07
(a)
Experience. One year of experience equivalent to the GS-06 grade level.
To qualify for this position, you must demonstrate in your resume that you have experience that includes:
- provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model;
- processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate participates 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;
- setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs;
- identifies incomplete encounters and communicates findings to providers;
- assists the team to reinforce the plan of care and self-help solutions;
- enters appropriate information into the electronic record;
- monitors pre- appointment information and/or requirements to assure readiness for patient visit/procedure;
- manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients i.e., those who receive their care at multiple VA centers or those who receive care in the community
(b)
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.
(c)
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below:
i. [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.
ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.]
[iii.] Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
iv. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff].
[v.] Ability to provide staff development and training.
[vi.] 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.
Physical Requirements:
Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, pulling and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment.
Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.