Lead Medical Support Assistant

Veterans Health Administration • Viera, FL

2d • Onsite

About The Position

The Lead Medical Support Assistant works in the Outpatient and Community Based Outpatient Clinics Section of the Health Administration Service at the Orlando VA Healthcare System. The role coordinates clinic cancellations and schedules, appointment changes, special-study arrangements, patient check-ins and checkouts, consult tracking, verification of doctors’ and treatment orders, transportation arrangements, and the timely relay of medical test results to appropriate professional staff. The Lead MSA explains tests, examinations, and preparation procedures to patients; provides instructional materials; facilitates appointments; ensures patients receive medication lists; relays medication issues to clinical staff; and shares other general information while initiating appropriate action. The position also initiates authorization forms for surgery and other procedures, monitors waiting areas for changes in patient condition, and takes appropriate action in emergencies.

The Lead MSA oversees routine through complex occupational duties in the assigned unit with administrative independence for more than 25% of the time. The Lead monitors and assigns work, balances workload, ensures coverage and efficient workflow, conducts quality reviews, and ensures accurate and timely appointment scheduling. The role provides guidance on policies and procedures, creates and maintains employee schedules, orients and trains employees, evaluates training needs and records, and ensures training requirements are met. The Lead organizes work structures, supports compliance with the AFGE master agreement regarding employment conditions, and serves as a liaison to help resolve day-to-day conflicts. The role mentors less experienced staff and assists them with work-related questions.

The stated schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m.; Ward Administration includes rotation on weekends and holidays. Telework is not available, and the position is not virtual. The position is permanent, and relocation is not authorized. Physical activity may include standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing. Personal protective equipment and annual TB screening or testing may be required.

Requirements

• U.S. citizenship, except where appointment of a non-citizen is permitted under VA policy because qualified citizens cannot be recruited.
• Proficiency in spoken and written English.
• At least six months of clerical, office, customer-service, or other administrative experience indicating ability to acquire the required knowledge and skills; or one year of education above high school; or an equivalent combination of experience and education for entry-level qualification.
• For the Lead Medical Support Assistant (Advanced), GS-7 grade determination: one year of experience equivalent to GS-6.
• Advanced knowledge of medical terminology and clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources.
• 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.
• Skill in communicating with individuals to obtain the desired effect and coordinating with interdisciplinary care-team staff.
• Ability to provide staff development and training.
• Ability to manage staffing requirements and workflow priorities, adjust work to meet team and patient needs, and follow up on pending issues while understanding the impact of incomplete work across multiple clinics.
• Must meet applicable Selective Service registration requirements for males born after December 31, 1959.
• Must complete a background/security investigation, onboarding requirements, and required application documentation.
• Must participate in the seasonal influenza vaccination program as a condition of employment.
• Must serve a one- or two-year trial period, subject to evaluation and written certification for continued employment.
• May be required to wear personal protective equipment and undergo annual TB screening or testing.
• Education used to qualify must be recognized by the U.S. Department of Education; foreign education must be evaluated as equivalent, with required documentation.

Nice To Haves

• At least one year of Community Care experience.

Responsibilities

• Coordinate clinic cancellations, schedules, appointment scheduling and changes, and arrangements for special studies.
• Manage patient appointment check-ins and checkouts, consult tracking, and verification of doctors’ and treatment orders.
• Ensure actions and documentation are complete and accurate; arrange patient transportation and relay medical test results to appropriate professional medical staff for timely action.
• Explain tests, examinations, and preparation procedures to patients; provide instructional sheets for special procedures and facilitate appointments.
• Ensure patients receive a medication list at each visit and relay medication issues to appropriate clinical staff.
• Share general information and initiate appropriate action as needed.
• Initiate authorization forms for surgery and other procedures.
• Monitor waiting areas for changes in patient conditions and initiate appropriate measures in emergencies.
• Monitor and assign work, distribute and balance workload, and assure staffing coverage across areas of responsibility.
• Conduct ongoing quality reviews and ensure accurate and timely appointment scheduling.
• Provide guidance to staff on policies and procedures; create and maintain employee work schedules.
• Orient and provide on-the-job training for new and current employees, evaluate training needs and records, and ensure training requirements are met.
• Organize the work structure of assigned areas and maintain efficient workflow.
• Ensure compliance with applicable AFGE master-agreement provisions concerning employee conditions of employment.
• Act as a liaison among staff to resolve day-to-day conflicts; mentor less experienced staff and answer work-related questions.
• Assist 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 adjust workflow priorities to meet team and patient needs.

Benefits

• Federal employees and their families have access to a comprehensive federal benefits package; specific eligibility depends on position type and should be confirmed with the hiring agency.
• Selected applicants may request prior work or military service credit toward annual leave accrual; approval is required and is not guaranteed.

What This Job Offers

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