Lead Medical Support Assistant

Clarification from the agency

This job opportunity announcement is open to ALL U.S. CITIZENS. NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs

GS-0679-07 Lead Medical Support Assistant

GENERAL DESCRIPTION OF ASSIGNED DUTIES:

Lead Medical Support Assistant (MSA) at grade GS-7 is responsible for ensuring accurate and timely scheduling of appointments; providing guidance and leadership to the other MSA staff in the service line; conducting ongoing reviews to ensure quality of work; development and training, organizing work and setting priorities to ensure completion of duties is accomplished in a timely manner, have an extensive knowledge base to provide timely and appropriate telephone caller referral and problem resolution, skill in communicating with others in order to meet the caller's needs, review Office of Community Care (OCC) service line data with the Supervisor to ensure the reports are complete and accurate .

MAJOR DUTIES & RESPONSIBILITIES:

The Lead (MSA) is responsible for providing guidance and leadership to the other MSA as well as ensuring assistance to Veterans providing a smooth process for the management of his/her outpatient appointments as well as support work in connection with the care and treatment given to the Veterans by performing a variety of support duties that facilitate the work. The Lead MSA will spend 75% of their time on the "floor" handling administrative tasks directly related to the Service Line and 25% of the their time will be spent monitoring, coaching and other administrative duties. This position includes, but is not limited to, work that requires a practical knowledge of computerized data entry and information processing systems, ensures the database integrity by monitoring for accuracy and completeness, creating and maintaining staff work schedules and coverage, orienting and providing on-the-job training for new and current staff, ensuring all training requirements are met, knowledge of the medical facility's organization and services, rules and regulations governing eligibility and treatment, practical knowledge of the standard procedures, medical records, medical terminology, security of sensitive electronic files, process improvement, gives guidance and initiates action as appropriate.

The Lead MSA will be given direction and guidance by the Office of Community Care Administrative Manager.

Work Schedule: Monday-Friday 7:30am-4:00pm
Telework: Not Available.
Virtual: This is not a virtual position.
Functional Statement #: 608-F-3534
Relocation/Recruitment Incentives: Not Authorized.
Permanent Change of Station (PCS): Not Authorized.

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.
• 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 identification 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 1 or 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:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Experience: None.
• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

You must submit a copy of your unofficial or official transcript with your application.

If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision:

• Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official)

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:

Lead Medical Support Assistant, GS-0679-07

• Experience: One year of creditable experience equivalent to the next lower grade.
• Knowledge, Skills, and Abilities (KSAs): In addition to meeting the experience above, the candidate must demonstrate the following KSAs:
  • 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.
  • Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
  • 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.
  • 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.

Functions or Scope of Assigned Duties:

• Applies Knowledge of Medical Terminology: Demonstrates advanced knowledge of medical terminology to be able to communicate effectively with both professional and non-professional employees.
• Proficiency in Computerized Programs: Utilizes computerized programs and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. Maintains patient confidentiality with written and verbal information, per HIPAA requirements. Is a qualified typist has the necessary keyboarding skills.
• Demonstrates Courtesy and Professionalism: Shows courtesy, respect, and a positive attitude toward patients, co-workers and the public. Provides assistance to front-line agents and assists customers with questions or concerns. Has the skill to refrain from giving medical advice.
• Communication: Communicates effectively, both orally and in writing. May be called upon to present call center information.
• Staff Development and Training: Acts as coach/trainer to the front-line agents. Ensures employees are rewarded for exceptional performance and addresses performance problems.
• Works Independently: Works in a proficient and self-directed manner in order to accomplish a wide variety of tasks, to include setting priorities and coordinating work.
• Skillful Documentation: Skillful in the documentation of calls.
• Analytical reasoning and ability: Knowledgeable of methods used to gather, analyze, and evaluate information. Ability to read, understand and apply references and manuals, review, monitor data to ensure reports are complete and accurate.
• Workforce Management: Works closely with the Supervisor to build and manage the
  workforce based on organizational goals, budget considerations, and staffing needs.

Preferred Experience: Data entry, Customer Service, Able to work in an office setting, Medical experience, referral management, able to work in person office setting, able to prioritize workload among team.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

Physical Requirements: Most of the work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

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

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

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