The incumbent serves as the Lead Medical Support Assistant, Care in the Community for the VA Hudson Valley Health Care System, with the responsibilities supporting The Mission Act and non-VA care in conjunction with community and facility schedulers, clinicians, and management.
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: 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 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. Certification. None required.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. 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: i. 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. ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. iii. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. iv. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. v. Ability to provide staff development and training. vi. 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-5. The actual grade at which an applicant may be selected for this vacancy is GS-7. Physical Requirements: See VA Directive and Handbook 5019
The incumbent will support care in the community, non-VA care by performing the duties related to veterans obtaining non-VA care in the community. Duties include processing of referrals, authorizations, and scheduling of appointments. The incumbent utilizes numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. The incumbent possesses advanced knowledge of medical terminology as well as a wide range of clinical flow processes. He/she will monitor program daily consult workload for timely completion and compliance of program metrics. He/she will follow up on outstanding items and resolve daily issues to maintain the efficiency of program workflow, communicating progress to business manager for oversight maintenance. He/she will be skilled in organizing work, setting priorities, and delegating tasks to meet deadlines. The incumbent will conduct ongoing reviews to ensure quality of work, accurate and timely scheduling of appointments, providing guidance to staff members, manage changes in program policies and procedures, and review daily workload. He/she will orient and provide training as it pertains to the program for new and current employees, as a program preceptor and trainer. Assignments at this level include, but are not limited to, assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments and reporting of general backlogs related to non-VA care. The Lead MSA acts as a liaison between the Medical Support Assistants and supervisory staff in order to resolve program issues. The incumbent provides data to support compliance of VISN consult timeliness and metrics to business manager daily, weekly, monthly as required. He/she utilizes reporting mechanisms to monitor consult workflow and scheduling in the community with minimal general supervision of the business manager. He/she contributes to provider contract development and maintenance, budgetary and fiscal reporting, in addition to claim support related to veteran resolution efforts. Incumbent ensures all correspondence regarding this program is answered in a timely manner, responds to all veterans, Patient Advocate, VISN, VACO, Congressional and other external inquiries. Incumbent produces reporting requirements and assumes follow up responsibility for all reports. He/she communicates regularly with the business manager and program leadership, keeping them informed of special requests and/or instructions, new or revised policies and procedures and specific actions that may be required. Work Schedule: Monday through Friday 8:00 a.m.- 4:30 p.m. Virtual: This is not a virtual position. Functional Statement #: 21Y87-A