The Northern Arizona VA Health Care System is seeking a highly energetic candidate to fill the Lead Medical Support Assistant (Call Center). Located in the Prescott VA within HAS - Call Center. The Lead Medical Support Assistant (MSA) is proficient in all appointment scheduling and consult functions. The Lead MSA provides administrative support and has overall responsibility for coordinating, directing a wide variety of administrative, technical and clinic support.
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: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience: Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position. English Language Proficiency: Must be proficient in spoken and written English. Grade Determinations: GS-7 Lead Medical Support Assistant. 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. In addition, you must have experience which demonstrates the following knowledge, skills and abilities: 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. Preferred Experience: Familiarity with VA regulations, policies, and procedures, especially those related to patient scheduling, record-keeping, and privacy. Proficient in using VA's electronic health record (EHR) and scheduling systems like VistA and CPRS. Knowledgeable about HIPAA and VA-specific privacy policies to protect PHI and PII. Familiarity and experience with standards for customer service in a healthcare setting, including handling complaints and providing high-quality patient-centered service. Demonstrated strong verbal and written communication skills to effectively interact with veterans, staff, and other stakeholders. Ability to identify issues and develop solutions efficiently, including de-escalating situations with customers. Skilled in using standard office software, telecommunication systems, and VA-specific software tools. Ability to handle multiple tasks simultaneously, such as answering calls, responding to queries, and inputting data accurately. Ensuring that all patient information is recorded accurately and any discrepancies are promptly addressed. Demonstrating empathy and patience when dealing with veterans who may have complex healthcare needs or concerns. Capability to train new staff and provide ongoing mentoring and support to team members. 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). 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-07. The actual grade at which an applicant may be selected for this vacancy is the GS-07. 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.
VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs Total Rewards of a Allied Health Professional Work Schedule: Monday-Friday 08:00AM-04:30PM Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 00000 Permanent Change of Station (PCS): Not Authorized