The Lead Medical Support Assistant operates within the Office of Community Care. The incumbent monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow. NOTE: This position will temporarily work remotely until office space is available.
Basic Requirements: Citizenship. Citizen of the United States. 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: 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. Grade Determinations: GS-7 Experience. One year of experience equivalent to the GS-6 grade level. Preferred Experience: This Community Care Lead Position requires Community Care knowledge and experience. Must be flexible and adaptable to fast paced changes within the Community Care process and the Mission Act. Professionalism, Leadership, Communication and Listening skills are highly recommended. 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. 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-7. Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability.
Duties include, but are not limited to: Monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Conduct ongoing reviews to ensure quality of work. Ensure accurate and timely scheduling of appointments. Provide guidance to staff members to include changes in policies and procedures. Distribute and balance workload amongst staff. Create and maintain employee work schedules. Orienting and providing on- the-job and coordinating training for new and current employees. Act as liaison between MSA and staff in order to resolve day to day conflicts. Plans and organizes work with general assistance from the supervisor to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers non-routine and highly technical problems to his/her supervisor. Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required. Responsible for following the IVC Field Guidebook and Scheduling Directives 1230 and 1232. Conducts training to community care staff on Community Care consult process and assist in diverting added administrative responsibilities from MSA Supervisors. Takes direction while leading a team by delegating and auditing staff's workload. Adds to efficiency and improvement of workload, adhering on optimizing workflow of the Community Care processes. Work Schedule: Monday - Friday, 8:00 A.M. - 4:30 P.M. Telework: Not Available Remote: These positions will temporarily work remotely until office space is available. Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized