The position is located in the Department of Veterans Affairs (VA), Veterans Health Administration (VHA), at the George E. Wahlen VA Medical Center (VAMC) in Diagnostic Imaging. The primary purpose of the Lead Medical Support Assistant (LMSA) is to monitor and make work assignments in the absence of the Supervisory Medical Support Assistant (SMSA), provides input on performance, resolves daily workplace issues and maintains efficient workflow for Radiology scheduling.
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 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 - Equivalent combination of experience and education. 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 3j.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). 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-07. In order to be found qualified for this position, you must possess the following: One year of experience equivalent to the next lower grade level (GS-6). The required specialized experience for this position must include: Works collaboratively in an interdisciplinary coordinated care delivery model; Applies specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources; Recommends changes to existing clinic procedures based on current administrative guidelines; Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model; Coordinates with the patient care team to review clinic appointment availability to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and Develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies Manage a system for follow-up care such as consults, tests, etc. Participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient; Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; Monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure. Candidates must also demonstrate the following Knowledge, Skills, and Abilities: 1. 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. 2. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. 3. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. 4. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff] 5. Ability to provide staff development and training. 6. 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. GS-07 Lead Medical Support Assistant 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. References: VA Handbook 5005/117, PART II, APPENDIX G45 The full performance level of this vacancy is GS-07. 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. Physical Requirements: The employee must be able to perform all activities of the position without restriction. The work is primarily sedentary although some slight physical effort may be required. However, there may be some walking; standing; bending; carrying of light items such as papers, books, or small parts. Incumbent may be susceptible to eyestrain from working long hours on the computer. The physical demands of the work are generally minor. The work is primarily sedentary (6-8 hrs.) although, there is some walking (1 hr.), bending (1hr), and carrying of bulky files (1-10 lbs.) and some extended periods of standing (2 hrs.).
The position is responsible to lead the Advanced Medical Support Assistants (AMSA) at a GS-6 level. The Radiology Service LMSA monitors and makes work assignments, provides input on performance by completing weekly audits, resolves daily workplace issues and maintains efficient workflow. The Lead MSA is the front-line contact for patients and staff, the incumbent sets the tone of perceptions concerning quality of Radiology Service at the VA. A high degree of tact and diplomacy is required when dealing with Veterans who have multiple health problems. The employee provides supportive assistance to the Veterans to assure prompt attention to their scheduling of radiology care. Distribute and balance the workload among employees in accordance with established workflow or job specialization, assure timely accomplishment of assigned workload. Assignments include but are not limited to assuring coverage all Radiology Service phone banks/ check-in areas; overseeing scheduling of radiology patients; conducting on going reviews to ensure quality of work; ensuring accurate and timeliness of patient communications; and assuring administrative process flow in accordance with VA Guidelines. Assigning workload to individual Radiology Service AMSAs, providing guidance to other AMSAs to include changes in the policies and procedures; distributing and balancing workload; orientating and providing on the-job training for new and current MSAs in the Radiology Service; acting as liaison between the AMSAs and staff in order to resolve day to day conflicts, and completing other duties and special projects. Works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used such as oncology, HIV, SCI, Military Sexual Trauma, etc.). Coordinates with the patient care team to review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary), ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; facilitate/process secure messaging with the patient and team. Ensures all necessary medical data (x-ray and lab reports, admit orders, etc.) is available to clinicians prior to patients' arrival and assists with keeping program staff appraised of patient census and any changes/problems that might be encountered. Reviews patients' records and physicians' orders on a variety of records; and selects, completes, and routes requests for patient activities and treatment procedures. Oversees patient procedures from the time the exam/procedure is ordered until the patient is scheduled for all high volume, and very complex modalities of Radiology Service, e.g., Interventional Radiology, MRI, CT, Nuclear Medicine, PET/CT, Vascular Ultrasound, Fluoroscopy exams. These exams may with fasting contrast, neuro exams with contrast, etc., by verifying pre-procedure work is complete, i.e., fasting, ceasing medications, review of medical history, including allergies, protocol request for orders, lab orders, etc., and meets specific pre-procedure requirements. These includes review of lab results, AMU admission, previous exams, and pre-procedure clinical screening. Responsible for accurate and timely collection of patient information pertaining to orders management, scheduling/rescheduling, pre-screening procedure questions, and registration check in. Procures necessary data by interviewing veterans and their representatives as well as from reviewing official records. Accountable for adherence to all organizational and departmental policies, directives, and standards pertaining to all job functions, especially the universal scheduling process, check-in, clinic "clean-up", patient confidentiality and privacy laws, and business office policies. Will actively assist the department in meeting performance measures, collecting information that allows the organization to collect revenue and maintain all policies/procedures/operation job aids to meet Joint Commission (JC) and other VHA Quality Assurance (QA) standards. Work Schedule: Monday - Friday 8:00am - 04:30 pm Telework: Not Available Functional Statement #: 53191-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required