LEAD MEDICAL SUPPORT ASSISTANT

The incumbent serves as a Lead Medical Support Assistant for the Corporal Michael J. Crescenz VA Medical Center. Duties may be performed in Clinic Based Outpatient Clinic (CBOC), Outpatient Clinic, RTC/Recall Team, Patient Aligned Care Team (PACT) model or a Specialty Care Setting involved in a PACT model. The candidate will be required to travel between both sites (Horsham, PA and West Philadelphia). Travel frequency will be determined by the supervisor.

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.
• English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
• 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.
• 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-7):
Experience: One year of experience equivalent to the GS-6 grade level. Examples of specialized experience include: Recommends changes to existing clinic procedures based on current administrative guidelines; expertise in utilizing numerous advanced patient systems; coordinates with the patient care team to review clinic appointment availability; develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies; processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; 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; 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; and informs team members about shared patients.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.

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: Work is performed in an office setting and is primarily sedentary. May require lifting and carrying of light loads (e.g. files, records, etc.

****All required documentation must be uploaded before the announcement closes, to support eligibility.****

Failure to submit documentation will constitute the application being categorized as incomplete and therefore ineligible for referral. Experience must be clearly indicated in your resume.

Responsibilities:

The Lead Medical Support Assistant (MSA) is responsible for answering questions for lower graded staff relating to healthcare services in an inpatient or outpatient setting. The Lead MSA monitors and makes work assignments, trains employees on scheduling practices. provides input on performance, resolves daily workplace issues, maintains efficient workflow and creates a positive work environment. The candidate will be required to travel between both sites (Horsham, PA and West Philadelphia). Travel frequency will be determined by the supervisor. Duties include but are not limited to:

• Daily workload assessments, assigning work, and assuring proper staffing coverage;
• Responsible for training MSA's on scheduling practices
• Evaluating training records and determining training needs of MSAs to provide support across interdisciplinary settings;
• 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;
• Ensures accurate and timely scheduling of appointments;
• Acting as a liaison among Advanced MSA staff, MSA staff, patients and other interdisciplinary staff to resolve day to day conflicts;
• Provides comprehensive, detailed, on the job training to all new clinic personnel in the clinic unit area;
• Monitors and typically schedules, cancels, and re-schedules patients' appointments and/or consults, enters no-show information, monitors the electronic wait list, prepares for clinic visits, monitors both inpatient and outpatient appointments for areas of responsibility, ensures that encounter forms are completed in order to obtain appropriate workload credit, verifies and updates demographics and insurance information, processes all emergency and non-emergency transfers to other VA facilities or to private hospitals (where applicable), and performs/facilitates basic eligibility.

Work Schedule: Monday - Friday; 8:00 am - 4:30 pm, may require an occasional Saturday
Telework: Not Available
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not Authorized
Travel: You will be expected to travel to the West Philadelphia clinic for this position.

****All required documentation must be uploaded before the announcement closes, to support eligibility.****

Failure to submit documentation will constitute the application being categorized as incomplete and therefore ineligible for referral. Experience must be clearly indicated in your resume.

Salary : $57,405