The Lead MSA (Lead Medical Support Assistant) works for the San Francisco VA Health Care System (SFVAHCS), of the Sierra Pacific network (VISN 21). The position is located within the Office of Community Care (OCC). The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow.
COVERAGE. The following are requirements for appointment as a Medical Support Assistant (MSA) in the Veterans Health Administration (VHA). These requirements apply to all VHA MSAs in the General Schedule (GS)-0679 series. This series covers one-grade interval administrative support positions that supervise, lead, or perform support work relating to the care and treatment given to patients in inpatient units, outpatient clinics, patient scheduling call centers, Care in the Community Support Staff (CitC), and ancillary support services. The work includes functions such as serving as an initial point of contact for the units, clinics, patient, call centers, CitC, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems. This series includes work that requires a practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology. BASIC REQUIREMENTS Citizenship. Citizen of the United States 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 Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Certification. None required. Physical Requirements. See VA Directive and Handbook 5019. 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. Grade Determinations. In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates: Lead Medical Support Assistant, GS-7 Experience. One year of experience equivalent to the [GS-6] grade level. 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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The work is mostly sedentary. It typically requires sitting with sustained periods of concentration. There will be some walking, standing, bending, and carrying of relatively light objects. The position may also require stooping, reaching, lifting, pulling, and other moderate exertion or strain. Incumbent may occasionally have to walk some distance to a meeting.
The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model. The Lead MSA serves as the administrative lead for all Medical Support Assistants (MSAs) within the assigned region/ service area. The Lead MSA sets the tone for perception concerning quality of healthcare services at SFVAHCS. A high degree of tact and diplomacy is required when dealing with Veterans who have multiple health problems and may be frustrated with the administrative process associated with coordinating treatment with Community care providers. The Lead MSA provides a variety of complex and unique duties in the support of the MISSION Act. The Lead MSA may participate and/or lead daily team huddles to assist with the coordination of patient care planning management. The Lead MSA is responsible for conducting daily/weekly/monthly reviews to ensure the quality of work within the assigned region/service area. These reviews include all areas related to Community Care scheduling and records management policies. The Lead MSA is to conduct reviews to ensure all MSAs complete the documentation process for all obtainable outside records into the CPRS/VISTA imaging system, ensure that required authorizations are processed for outpatient medical care programs and proposing systematic changes to improve the workflow process, workload distribution, efficiency, and effectiveness of the service. The Lead MSA will ensure that MSAs explain the VHA mandates to Veterans and their families. The Lead MSA ensures staff collect, scans, and updates health information to aid in the documentation process. The Lead MSA will conduct reviews to ensure the patient records documentation process is accurately completed daily, the creation of recall reminders, follow-up according to local policy, and any other actions required to complete the appointment/treatment process. The Lead MSA will collaborate with the OCC Training Instructor on the review of weekly scheduling audits and ensure quality scheduling/documentation practices are being performed within the assigned area. The Lead MSA will conduct reviews of the MISSION Act list to ensure the proper use of decision support tools (DST). The Lead MSA will conduct reviews to ensure patients are eligible for care at the time of scheduling. The Lead MSA will conduct other reviews related to scheduling and OCC functions, as necessary. The Lead MSA assures the promotion, registration, and utilization of community care providers. The Lead MSA will conduct reviews to ensure the proper procedure is followed regarding outside medical records (sent to the appropriate department for scanning). The Lead MSA will ensure that all MSAs assigned to the Office of Community Care adhere local and VHA scheduling policies and procedures. This includes all aspects related to Clinically Indicated Date (CID), Desired Date. The Lead MSA will work with MSAs to ensure all appointments are made from the Community Care Provider's orders (Clinically Indicated Date) and that when a provider order is not available, the patient's desired date is recorded correctly within the scheduling package. The Lead MSA ensures all appointments are scheduled timely and accurately. The Lead MSA will routinely review directives, policy and procedures, standard operating procedures, performance measures, and any other VHA guidance to recommend improvements and adjustments in restructuring workflow. The Lead MSA will assist with guiding MSAs, within the Office of Community Care, when new policies and procedures are released for scheduling practices. Balancing Workload/Creating Work Schedules/Coverage: The Lead MSA will distribute and balance MSA workload daily. The Lead MSA will assist the Supervisory MSA in developing work schedules and identifying contingency plans for MSA coverage gaps. The Lead MSA will assist the Supervisory MSA with orienting new employees. The Lead MSA will provide on-the-job training after MSAs have received their mandatory training from the OCC Training Instructor and/or scheduling manager. The Lead MSA performs other duties as assigned. Work Schedule: Monday - Friday 8:00am-4:30pm or as determined by supervisor. Telework: Ad-Hoc Virtual: This is not a virtual position. Functional Statement #: 00857-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized