Clarification from the agency

This vacancy is open to current permanent employees of Bruce W. Carter Department of Veterans Affairs Medical Center ONLY.

The Lead Advance Medical Support Assistant (Pain Clinic) is responsible for a wide array of clerical and administrative duties that support the Section Chief of Chronic Pain. This includes scheduling and coordinating appointments, meetings, and audio/video conferences, as well as managing conference rooms and general office operations. Maintains the Section Chief's calendar, coordinates travel arrangements, and prepare necessary travel documents such as itineraries and vouchers.

Duties at this level include, but are not limited to:

• Prepares and tracks various types of correspondence, including memorandums, documents, agendas, and meeting minutes. Serves as a liaison between service chiefs, staff, and senior executive team members.
• Provides timely advice on administrative procedures and coordinates responses to action items. Utilizes office automation system and various Microsoft software packages, enhances office productivity by entering revising, sorting, and retrieving data for reports.
• Acts as the Automated Date Processing Application Coordinator (ADPAC) and processes systems access for Operative Care Employees.
• Prepares and submits work orders. Distributes and Balances workload among employees, in accordance with established workflow or job specialization, assuring timely accomplishment of the assigned workload. Approves leave for a few hours or for emergencies.
• Reports to supervisor on performance progress, training needs of employees, and on disciplinary problems, make recommendations to the supervisor on promotions, reassignments, recognition of outstanding performance, and others personal matters.
• Coordinates the collection and reporting of patient data from the clinic areas which include but is not limited to: Scheduling accuracy, consult tracking, action required, means test, workload, pre-registration, insurance capture, and other Medical Administration Service reports a needed. Participates in performance improvement and strategic planning activities through data collection and report preparation as requested by the supervisor.
• Estimates and reports on expected time of completion of work and maintains records of work accomplishments and time expended. Provides the job training to new employees in accordance with established procedures and practices.
• Checks on work in progress or spot checks work not requiring review, and reviews completed work to ensure that work is accomplished according to instructions. Approves leave for a few hours or for emergencies.
• Reports to supervisor on performance progress, training needs of employees, and on disciplinary problems, make recommendations to the supervisor on promotions, reassignments, recognition of outstanding performance, and other personal matters.
• Assists in developing the requirements for performance appraisal of subordinates and counsel's employees on problems. Ensures all visitors and telephone calls are handled in a prompt, courteous manner, and appropriate message and referrals are made.
• Provides information via telephone and in person to the public, members of the professional staff, patients, and other medical center personnel in response to inquiries regarding appointments.
• Responsible for developing, maintaining, and monitoring standards for appropriate responses to patient requests for assistance. Ensure that staff are knowledgeable of the services provided and are prepared to furnish information such as, but not limited to, telephone numbers, location of offices & personnel, clinic hours of operations, and directions.
• All clinical guidelines concerning the release of information are followed. Performs administrative support for the supervisor to include schedule and agenda of staff meetings, complete staff meeting minutes and assure distribution to all involved staff, maintains disaster cascade for assigned areas and distributes updated lists to staff, performs timekeeping functions as requested, and initiates work orders.

Work Schedule: Monday - Friday, 7:30 AM - 4:00 PM
Telework: Not available
Virtual: This is not a virtual position.
Functional Statement #: 32118F
Financial Disclosure Report: Not required

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Must pass pre-employment physical examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).

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.
• 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 as required by 38 U.S.C. 7402(d) and 7407(d).
• Physical Standards. Must pass a pre-employment examination. See below for additional information.

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 Requirements:
(1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as [an] MSA or an equivalent position in a non-VA hospital or clinic setting.
(2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.
(3) Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in] a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.

Grade Determinations: In addition to the basic requirements above, all applicants must also meet one of the following grade requirements for a specific grade level.

Lead Medical Support Assistant, GS-7
Experience. One year of experience equivalent to the GS-6 grade level.

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.

In addition, applicants must demonstrate the following KSAs:
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.

Preferred Experience: One year of scheduling experience in a medical setting at the lower GS-06 grade level.

Reference: VA Handbook 5005/117 Part II, Appendix G45, Medical Support Assistant, Qualification Standard GS-679, Veterans Health Administration. dated August 1, 2019.

The full performance level of this vacancy is GS-07.

Physical Requirements: Must pass a pre-employment physical evaluation as required by VA Handbook 5019. This evaluation is administered by VA Occupational Health. Work is sedentary and performed in an office environment. There is an occasional requirement for carrying of light items such as mail, papers, books, and files, and there is frequent bending, stooping, and standing when engaged in filing. Incumbents must be physically and mentally able to efficiently perform the essential functions of this position without hazard to themselves or others.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

To apply for this position, you must provide a complete Application Package which includes:

• Resume
• SF-50/ Notification of Personnel Action
• Transcript

Special Note for Applications: To complete your application, please use the following link https://vacareers.va.gov/wp-content/uploads/sites/5/Resume.docx to download the standard Clinical Resume Document. This one-page document does not need to be modified and must be uploaded into the two-page restricted 'Resume' document upload field.

Your full resume/CV may be uploaded without page limitation into the 'Other' document upload field.

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

• Cover Letter
• Performance Appraisal
• Resume
• SF-50/ Notification of Personnel Action
• Transcript

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.

Veterans' preference does not apply for internal or other current permanent Federal agency employees.

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