What are the responsibilities and job description for the LEAD MEDICAL SUPPORT ASSISTANT position at VA Detroit?
Summary
The Lead Medical Support Assistant is responsible for leading and performing a variety of administrative and clerical duties associated with determining eligibility, receiving, admitting and discharging patients, the processing of a Compensation and Pension (C&P) claims, the processing of Patient funds and Beneficiary Travel Reimbursement in support of veterans' treatment in outpatient clinics and inpatient care units at these facilities.
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Duties
Duties Include But Not Limited To:
Lead Medical Support Assistant (LMSA) is responsible for a leadership role in providing comprehensive, detailed, on-the-job training to all staff in the clinics and administrative sections of MAS, provide evaluation information of personnel and work areas to establish adequate coverage. LMSA acts as contact person between the MAS Supervisors and Clinical and/or Administrative Staff of the facility. Keeps supervisor advised of staff evaluation information, staffing shortages, and deficiencies or non-compliance regarding performance of Medical Support Assistants (MSA) and Advanced Medical Support Assistant (AMSA).
Responsible for coordination of administrative functions associated with the care and treatment of patients in the inpatient and outpatient clinic areas, eligibility, travel, call center, and compensation and pension sections. LMSA performs a range of duties that exemplify the full-performance level, which include responsibility for interpreting and verifying provider orders in accordance with the current VHA National Scheduling Directive guidelines. Daily use of Kiosk reviewing, VetLink, Veteran Scheduling Enhancement (VSE) and/or Veterans Health Information and Technology Architecture (Vista) software packages.
At this level the LMSA coordinates activities within the area to include consult referrals to other services, lab, x-ray, other special studies, prints and provides unverified (A/D/T) orders or open request, and monitors completion of orders, verifies patient demographic information to include address, telephone number and next of kin (NOK) information. Clinic activities also include scheduling, rescheduling, no-shows, review Encounter report for completions/corrections, monitor of electronic wait list, consult scheduling, cancellation and resolution. Possess the working knowledge and understanding of the guidelines associated with the Electronic Wait List (EWL) in Vista-Appointment Management Menu. Informs patients about My HealtheVet in-Person Authentication and direct patients to areas associated with the program to be registered. Resolves informal complaints and responds to request for non-technical information on such subjects as status of reports/laboratory work, suspense dates, hours of operation, how to complete various medical forms, etc. Ensure encounters are properly addressed and closed within their scope in order to obtain appropriate workload credit. Reviews VSE open request, appointments or consults, for closure. Completes clinic closeout- no actions taken and incomplete check-ins during daily reviews.
Work Schedule: Monday - Friday, 7:00 am - 3:30 pm
Recruitment Incentive (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
Pay: Competitive salary and regular salary increases
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA.
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Telework: Not Available
Virtual: This is not a virtual position
Financial Disclosure Report: Not required
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Requirements
Conditions of Employment
Basic Requirements:
Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.)..
Experience And Education.
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).
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:
Lead Medical Support Assistant, GS-07
Experience. One year of experience equivalent to the GS-6 grade level. Specialized Experience includes: monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow; 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; creating and maintaining employee work schedules; 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; and acting as a liaison between MSA and staff to resolve day to day conflicts.
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. Candidates must demonstrate all of the KSAs below:
Physical Requirements: Light lifting and carrying, under 15 pounds; Straight pulling, 1 hour; Pushing, 1 hour; Reaching above shoulder; Use of fingers; Both hands required; Walking and Standing, 1.5 hours; Kneeling, 1 hour; Repeated Bending, 1 hour; Both legs required; Ability for rapid mental and muscular coordination simultaneously; Near vision correctable at 13" to 16" to Jaeger 1 to 4; Far vision correctable in one eye to 20/20 and to 20/40 in the other; Both eyes required; Depth perception; Ability to distinguish basic colors; Hearing (aid permitted); Hearing without aid; Ability to talk on a telephone; Ability to operate office equipment.
Education
IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.
Additional information
Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf
Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf
During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.
This job opportunity announcement may be used to fill additional vacancies.
This position is in the Excepted Service and does not confer competitive status.
VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.
Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.
If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
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.
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Required Documents
To apply for this position, you must provide a complete Application Package which includes:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
The Lead Medical Support Assistant is responsible for leading and performing a variety of administrative and clerical duties associated with determining eligibility, receiving, admitting and discharging patients, the processing of a Compensation and Pension (C&P) claims, the processing of Patient funds and Beneficiary Travel Reimbursement in support of veterans' treatment in outpatient clinics and inpatient care units at these facilities.
Help Help
Duties
Duties Include But Not Limited To:
Lead Medical Support Assistant (LMSA) is responsible for a leadership role in providing comprehensive, detailed, on-the-job training to all staff in the clinics and administrative sections of MAS, provide evaluation information of personnel and work areas to establish adequate coverage. LMSA acts as contact person between the MAS Supervisors and Clinical and/or Administrative Staff of the facility. Keeps supervisor advised of staff evaluation information, staffing shortages, and deficiencies or non-compliance regarding performance of Medical Support Assistants (MSA) and Advanced Medical Support Assistant (AMSA).
Responsible for coordination of administrative functions associated with the care and treatment of patients in the inpatient and outpatient clinic areas, eligibility, travel, call center, and compensation and pension sections. LMSA performs a range of duties that exemplify the full-performance level, which include responsibility for interpreting and verifying provider orders in accordance with the current VHA National Scheduling Directive guidelines. Daily use of Kiosk reviewing, VetLink, Veteran Scheduling Enhancement (VSE) and/or Veterans Health Information and Technology Architecture (Vista) software packages.
At this level the LMSA coordinates activities within the area to include consult referrals to other services, lab, x-ray, other special studies, prints and provides unverified (A/D/T) orders or open request, and monitors completion of orders, verifies patient demographic information to include address, telephone number and next of kin (NOK) information. Clinic activities also include scheduling, rescheduling, no-shows, review Encounter report for completions/corrections, monitor of electronic wait list, consult scheduling, cancellation and resolution. Possess the working knowledge and understanding of the guidelines associated with the Electronic Wait List (EWL) in Vista-Appointment Management Menu. Informs patients about My HealtheVet in-Person Authentication and direct patients to areas associated with the program to be registered. Resolves informal complaints and responds to request for non-technical information on such subjects as status of reports/laboratory work, suspense dates, hours of operation, how to complete various medical forms, etc. Ensure encounters are properly addressed and closed within their scope in order to obtain appropriate workload credit. Reviews VSE open request, appointments or consults, for closure. Completes clinic closeout- no actions taken and incomplete check-ins during daily reviews.
Work Schedule: Monday - Friday, 7:00 am - 3:30 pm
Recruitment Incentive (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
Pay: Competitive salary and regular salary increases
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA.
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Telework: Not Available
Virtual: This is not a virtual position
- Functional Statement #: 000000
Financial Disclosure Report: Not required
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Requirements
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.
- Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
- Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.
Basic Requirements:
Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.)..
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 this 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.
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).
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:
- Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation.
- 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.
- 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.
Lead Medical Support Assistant, GS-07
Experience. One year of experience equivalent to the GS-6 grade level. Specialized Experience includes: monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow; 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; creating and maintaining employee work schedules; 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; and acting as a liaison between MSA and staff to resolve day to day conflicts.
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. 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.
- Experience with: Consults, RTC orders, Travel vouchers, Pre-registration, and Insurance.
- Previous experience resolving issues concerning: Patients, Co-worker, visitors.
- 1 year of experience providing instruction/training in a formal setting.
- 1 year of experience with Clinical Computer software packages.
- Experience completing working deadlines within timeframe allotted.
- Experience working closely with management.
Physical Requirements: Light lifting and carrying, under 15 pounds; Straight pulling, 1 hour; Pushing, 1 hour; Reaching above shoulder; Use of fingers; Both hands required; Walking and Standing, 1.5 hours; Kneeling, 1 hour; Repeated Bending, 1 hour; Both legs required; Ability for rapid mental and muscular coordination simultaneously; Near vision correctable at 13" to 16" to Jaeger 1 to 4; Far vision correctable in one eye to 20/20 and to 20/40 in the other; Both eyes required; Depth perception; Ability to distinguish basic colors; Hearing (aid permitted); Hearing without aid; Ability to talk on a telephone; Ability to operate office equipment.
Education
IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.
Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.
Additional information
Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf
Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf
During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.
This job opportunity announcement may be used to fill additional vacancies.
This position is in the Excepted Service and does not confer competitive status.
VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.
Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.
If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
Read more
- Help Help A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
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.
Help Help
Required Documents
To apply for this position, you must provide a complete Application Package which includes:
- Resume
- SF-50/ Notification of Personnel Action
- Cover Letter
- Other (1)
- Performance Appraisal
- Professional Certification
- Resume
- Separation Notice (RIF)
- SF-50/ Notification of Personnel Action
- Transcript
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Salary : $417
