Lead Medical Support Assistant

Veterans Health Administration • Palo Alto, CA

5d • Onsite

About The Position

The Lead Medical Support Assistant (MSA) coordinates Advanced Medical Support Assistant assignments and workflow in an interdisciplinary unit, including clinical and call center settings. The role is part of Patient Administrative Support Service and works with all members of the health care team. At least 25% of the Lead MSA’s time must be spent performing lead duties. The position assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and community resources. The vacancy is GS-07 only, with no further promotion potential.

The position is performed in an outpatient treatment setting, typically at a front desk and/or in a call center. Work is typically sedentary, but requires some standing, stooping, reaching, lifting up to 20 pounds, and mobility between clinic areas in separate buildings. The employee works with computer equipment at least 75% of the time and must remain composed when assisting Veterans, families, and staff who may be upset, distressed, or hostile. The work area is adequately lit, heated, and ventilated; routine safety precautions apply.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens under VA policy and applicable law.
• High school diploma, GED equivalency certificate, or a state or territorial proficiency certificate.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to GS-06.
• Advanced knowledge of medical terminology and clinical flow processes relating to access to care across multiple clinics, specialties, and/or community settings.
• Skill communicating to obtain desired outcomes and coordinating with interdisciplinary care team staff.
• Ability to use multiple advanced patient systems 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 flow to meet team and patient needs.
• Ability to follow up on pending issues and understand the effects of incomplete work across multiple clinics.
• Must spend at least 25% of work time performing lead duties.
• Meet applicable physical requirements, including some standing, stooping, reaching, lifting up to 20 pounds, and mobility between clinic areas.
• Meet employment conditions that may include probation or a trial period, background/security investigation, onboarding, and participation in the seasonal influenza vaccination program.

Responsibilities

• Coordinate Advanced Medical Support Assistant assignments and workflow in clinical and call center settings.
• Assess daily workloads, assign work, and ensure appropriate staffing coverage across areas of responsibility.
• Evaluate training records and identify staff training needs.
• Provide input on performance and resolve daily workplace issues to maintain efficient workflow.
• Conduct ongoing reviews to ensure quality of work.
• Ensure accurate and timely appointment scheduling.
• Guide staff on changes to policies and procedures; distribute and balance workload.
• Create and maintain employee work schedules.
• Orient and provide on-the-job training for new and current employees, and ensure training requirements are met.
• Act as a liaison among Advanced MSA staff, patients, and interdisciplinary staff to resolve day-to-day conflicts.
• Assist the unit with complex and non-standard procedures, including clinical flow processes related to access to care across clinics, specialties, and community resources.
• Follow up on pending issues and understand the impact of incomplete work across multiple clinics.

Benefits

• Federal employees and their families have access to a range of benefits; eligibility depends on the type of position and other applicable conditions.
• Selected applicants may qualify to receive service credit for prior work or military service when determining annual leave accrual, subject to approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED