The Lead Medical Support Assistant is in the Medical Administration Service at the Alexandria VA Health Care System (AVAHCS) in Pineville, LA .
United States Citizenship. Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy. 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). 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. Grade Determinations. Lead Medical Support Assistant, GS-07 (a) Experience. One year of experience equivalent to the GS-06 grade level. To qualify for this position, you must demonstrate in your resume that you have experience that includes: provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model; processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate participates in team huddles and team meetings to manage, plan, [problem solve, and follow-up with] patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre- appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients i.e., those who receive their care at multiple VA centers or those who receive care in the community (b) 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. (c) 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-7. Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, pulling and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment. Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.
This announcement will remain open until the August 21st closing date which is beyond the date that the system will no longer accept applications for the advertised position. The cut-off date is August 18, 2025, OR the point at which the system receives the first 30 applications, whichever comes first. Applications submitted after August 18, 2025 may not receive consideration. In addition, due to the potential of a high volume of applicants, not all applicants may receive consideration. Total Rewards of a Allied Health Professional The Lead Medical Support Assistant provides support to the Outpatient section of Medical Administration. AVAHCS offers a full range of acute and chronic care services for Veterans residing in the South-Central Louisiana area. Services include, but are not limited to Primary Care PACT Team, corresponds appointments with surgery, psychiatry, rehabilitative medicine, long term care, women's health, blind rehabilitation, mental health, substance abuse, and services for the seriously mental ill and nursing home care. The Lead Medical Support Assistant works under the direct supervision of the Supervisory Medical Support Assistant. The incumbent is responsible for monitoring workload and making work assignments and adjustments, providing input on workload performance, resolving daily workplace issues under the direction and guidance of the supervisor, and maintains efficient workflow. Ensure the daily quality of work is met; ensure appointments are scheduled accurately and timely; distribute and balance workload; orient and provide on-the-job training for new and current employees; ensure all training requirements are met; organize the work structure of his/her assigned areas; and act as liaison between Medical Support Assistants and staff to resolve day-to-day conflicts. The Lead Medical Assistant must have the ability to organize work, set priorities, and delegate task and responsibilities per the Supervisors request, to meet deadlines. The incumbent provides staff development and training upon staff arrival to the section and as needed. Review and monitor data to ensure all reports are complete and accurate. The Lead MSA must monitor and make work assignments, provide input on performance, collaborate with the Supervisor regarding workplace issues and maintain efficient workflow. Ensure coverage of all work areas, conducting ongoing reviews of quality of work, timely scheduling of appointments in accordance with VHA Scheduling Directive, providing guidance to staff members to include changes in policies and procedures. Collaborate, communicate, and demonstrate customer service and interpersonal skills with all healthcare professionals to ensure quality/continuity of care and ensure compliance with established policies and regulations. Provide coverage when necessary. Monitors ICB reports for exceptions each business day and provide information to the Supervisor. Monitors daily no show and encounters, ensuring clinical staff are provided with a daily list of encounters to clear. Ensure staff are scheduling consults and capturing Veteran's scheduling preferences, via the Consult Toolbox, in a timely manner per consult scheduling guidelines. Work Schedule: 7:30 am-4:00 pm Monday - Friday - subject to change based upon the needs of the facility. Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). 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 #: 502-00126-F Permanent Change of Station (PCS): Not Authorized