Lead Medical Support Assistant

Veterans Health Administration•Huntington, WV

21h

About The Position

The Lead Medical Support Assistant (MSA) monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow. The incumbent may provide back-up coverage for lower-level positions as needed due to staffing shortages. The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model, such as a patient aligned care team or specialty care setting, and performs related duties. The position supports outpatient clinic access, appointment scheduling, clinic utilization, patient and team communications, and administrative functions for the Phone Unit, Switchboard, medical specialty clinics, and the Clinic Support Section. The employee trains staff on VHA Scheduling Directives and performs accurate scheduling responsibilities. The position is full-time, Monday through Friday, 7:30 a.m. to 4:00 p.m. Ad-hoc telework may be approved under agency policy; this is not a virtual position. The full performance and selection grade is GS-07. Relocation and recruitment incentives and permanent change of station are not authorized.

Requirements

U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under VA policy.
High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
Proficiency in written and spoken English.
One year of creditable experience equivalent to the next lower grade, with specialized administrative patient-support experience in an interdisciplinary coordinated-care delivery model.
Advanced knowledge of medical terminology and clinical flow processes relating to access to care across multiple clinics, specialties, or community resources.
Skill communicating to achieve desired outcomes and coordinating with interdisciplinary care-team staff.
Ability to use numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
Ability to organize work, set priorities, and delegate tasks and responsibilities to meet deadlines.
Ability to provide staff development and training.
Ability to manage staffing requirements and workflow priorities and adjust work to meet team and patient needs, including following up on pending issues and understanding the impact of incomplete work across multiple clinics.
Must complete the application and questionnaire, required online assessment, and all other application requirements.
Must meet background/security investigation requirements and complete online onboarding.
Must pass a pre-employment physical evaluation.
Must participate in the seasonal influenza vaccination program.
Must serve a one- or two-year trial period as described in the announcement.
May be required to wear personal protective equipment and undergo annual TB screening or testing.
Resume must include job titles, detailed duty descriptions, employment start and end dates by month and year, full- or part-time status and average hours worked per week, and grade for federal positions.

Responsibilities

Monitor and assign work, provide input on staff performance, resolve daily workplace issues, and maintain efficient workflow.
Provide back-up coverage for lower-level positions when needed due to staffing shortages.
Assist with clinic access contingency plans by adjusting appointment times, locations, or dates and shifting patients to other healthcare providers when staffing or coverage conflicts arise.
Provide customer service and other assigned support to ensure timely patient treatment and maintain appointment schedules for one or more outpatient clinics.
Coordinate with patient care teams to review clinic utilization using reports such as the Clinic Utilization Statistical Summary, monitor clinic setup, and make necessary adjustments.
Maintain effective communication with patients, interdisciplinary teams, management, VA medical centers, and other agencies.
Assist with communications during inpatient-to-outpatient discharge and communicate with non-VA medical facilities.
Facilitate or process secure messaging between patients and care teams, notify patients of normal lab results, and develop and manage tracking systems for follow-up care such as consults and tests.
Coordinate administrative aspects of the Phone Unit, Switchboard, medical specialty clinics, and associated Clinic Support Section functions.
Train staff on VHA Scheduling Directives and complete accurate scheduling responsibilities.
Perform other duties related to the occupation as assigned to meet agency, department, facility, or service needs.