Lead Medical Support Assistant

Veterans Health Administration • Battle Creek, MI

11d • Onsite

About The Position

The Lead Medical Support Assistant (MSA) monitors and assigns work, provides input on performance, resolves day-to-day workplace issues, and maintains efficient workflow. The position supports clinical flow and access to care across multiple clinics, specialties, and/or community resources, and helps ensure patient appointments are scheduled accurately and on time. The Lead MSA coordinates workload and staffing coverage, maintains employee schedules, and serves as a liaison among MSA staff, patients, and interdisciplinary staff. The role also supports an interdisciplinary coordinated care delivery model and performs customer service and other duties necessary for timely patient treatment and the maintenance of appointment schedules.

The work is mostly sedentary and requires sustained concentration while sitting. Some walking, standing, bending, and carrying relatively light objects are required; occasional stooping, reaching, lifting, pulling, or other moderate exertion may also be needed. The incumbent may occasionally walk some distance to meetings. The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is unavailable, and the position is not virtual.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under 38 U.S.C. § 7407(a).
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to GS-06 for the GS-07 grade determination.
• Creditable experience must involve knowledge, skills, and abilities associated with MSA responsibilities or an equivalent administrative patient-support role in a non-VA inpatient or outpatient medical setting.
• 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 advanced patient systems in support of multiple clinics in an interdisciplinary setting.
• Ability to organize work, set priorities, and delegate tasks or responsibilities to meet deadlines.
• Ability to provide staff development and training.
• Ability to manage staffing requirements and workflow priorities, adjust work flow to team and patient needs, follow up on pending issues, and understand the effects of incomplete work across multiple clinics.
• Complete all required application steps, including the online assessment.
• Meet background and security investigation requirements and complete online onboarding and pre-employment identification requirements.
• Participation in the seasonal influenza vaccination program is required for VA health care personnel.
• Serve a one- or two-year trial period, subject to written certification for continued employment.
• Meet the stated physical requirements, including prolonged sitting and occasional walking, standing, bending, and moderate exertion.

Responsibilities

• Assess daily workload, assign work, and ensure appropriate staffing coverage.
• Evaluate training records and determine training needs for AMSAs supporting interdisciplinary settings.
• Assist with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources.
• Ensure appointments are scheduled accurately and promptly, and that scheduling staff maintain appointment schedules.
• Create and maintain employee work schedules and ensure coverage across areas of responsibility.
• Provide staff guidance on changes to policies and procedures.
• Review work on an ongoing basis to ensure quality.
• Distribute and balance workload, set work priorities, and organize assigned work areas.
• Orient and provide on-the-job training for new and current employees, and ensure training requirements are met.
• Act as a liaison among AMSA staff, patients, and interdisciplinary staff to resolve day-to-day conflicts.
• Collaborate in an interdisciplinary coordinated care delivery model and perform customer service and other duties supporting proper and timely patient treatment.

Benefits

• Federal employee benefits package for employees and their families; specific eligibility and benefits depend on position type.
• Potential credit toward annual leave accrual based on prior work or military service, subject to request and approval before appointment and not guaranteed.

What This Job Offers

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