LEAD MEDICAL SUPPORT ASSISTANT

Duties

Duties include but are not limited to:

• The incumbent leads a unit or team of employees performing at the GS-5 and GS-6 level. Provide guidance and technical direction for accomplishing the work of the unit or team.
• Ensures the work assignments of employees in the unit are carried out.
• Work with Supervisor in the assignment of functions to team members in order to meet routine deadlines and priorities, resolves daily workplace issues and maintain efficient workflow.
• Assignments at this level include, but are not limited to; assuring coverage of all areas of Medical Service; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include change in policies and procedures; distributing and balancing workload; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; and acting as liaison between MSA and staff in order 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.
• During periods of absence of personnel due to scheduled or unscheduled leave, vacancies or peak workload, the incumbent will be responsible for on-site assistance and for distributing the workload to other team members to ensure smooth workflow.
• Ensures timely accomplishment of assigned tasks, and ensures that each employee has enough work to keep busy.
• Monitors the status and progress of work and makes day-to-day adjustments in accordance with established guidelines.
• Monitors and reports on the status and progress of work, checking on work in progress and reviewing completed work to see that the supervisor's instructions on work priorities, methods, deadlines and quality have been met.
• Incumbent must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities:
  • Schedule appointments/and utilize the various appointment lists in a timely manner. All appointments will be made with the patient's input, whether in person or by phone.
  • Notifies supervisors when clinic access is less than desirable or if a patient cannot be scheduled within mandated clinic timeframes
  • Daily review of active/pending consults, recall list and all alerts
  • Estimates and reports on expected time completion of various projects or sensitive work and maintain records of work accomplishments, and time expended and prepares production reports as require
• When records are received, the incumbent will ensure all the documents are properly scanned into CPRS. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of the request and provide the information desired using privacy rules and established clinic processes.
• Obtains assistance and/or needed information from the supervisor on problems that may arise or backlogs that cannot be disposed of promptly.
• Checks work in progress or spot checks work not requiring review, and reviews completed work to see that the supervisor's instruction on work sequence, procedures, methods and deadlines have been met.
• Amends or rejects work not meeting established standards; refers questions or matters not covered by standards and problems in meeting performance standards to supervisor.
• Performs the following limited administrative personnel management functions:
  • Maintain a current list of all primary and alternate timekeepers for the various T&L units. Assures the alternate timekeeper assumes responsibilities whenever a primary timekeeper is absent. Assist with discrepancies and errors.
  • Reports to the supervisor on performance, progress and training needs of employees, and on behavior problems.
  • Resolves simple, informal complaints of employees and refers others, such as formal grievances and appeals, to the supervisor or an appropriate management official.

Work Schedule: various tours include weekends and holidays
Telework: Not Available
Functional Statement #: 000000
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required

Requirements

Conditions of Employment

• You must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

Qualifications

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.).

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.

• (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.

Grade Determinations: Lead Medical Support Assistant, GS-7

Experience: One year of experience equivalent to the GS-6 grade level.

AND

Perform 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.

AND

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.

References: VA HANDBOOK 5005/117 August 1, 2019 PART II APPENDIX G45

The full performance level of this vacancy is GS-7

Physical Requirements: Position requires visual acuity, adequate auditory perception, clear distinctive speech, and manual dexterity. Position requires extended periods of sitting. The position may require some bending and carrying of items. The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations and able to shift priorities based on patient needs. Must meet Employee Health mandates as a condition of employment.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/ . If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html .

Additional information

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application .