Lead Medical Support Assistant

Veterans Health Administration•Winter Park, FL

11d•Onsite

About The Position

The Lead Medical Support Assistant is assigned to the Outpatient and Community Based Outpatient Clinics Section of the Health Administration Service at the Orlando VA Healthcare System. The role coordinates clinic operations and patient flow, including clinic cancellations and schedules, appointment scheduling and changes, special-study arrangements, appointment check-ins and checkouts, consult tracking, verification of provider and treatment orders, documentation accuracy, patient transportation, and communicating medical test results to appropriate clinical staff for timely action. The Lead MSA explains tests, examination instructions, and preparation procedures to patients; provides instructional sheets for special procedures; facilitates appointments; ensures patients receive a medication list at each visit; and relays medication issues and other relevant information to clinical staff. 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 at least 25% of the time. The role monitors and assigns work, balances workload, ensures staffing coverage and timely, accurate scheduling, reviews work quality, provides policy and procedural guidance, creates employee schedules, orients and trains staff, tracks training requirements, organizes work, addresses day-to-day workplace issues, and serves as a liaison to resolve conflicts. The Lead also mentors and teaches less experienced staff and assists them with work-related questions. The position is scheduled Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available, and the position is not virtual. Permanent Change of Station is not authorized. The full performance level is GS-7.

Requirements

U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
Proficiency in spoken and written English.
High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
One year of experience equivalent to the GS-6 grade level for the GS-7 Lead Medical Support Assistant grade determination.
Advanced knowledge of medical terminology and clinical flow processes related 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 communicating to achieve desired outcomes and coordinating with interdisciplinary care-team staff.
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.
Male applicants born after December 31, 1959, must be registered with Selective Service.
Subject to background and security investigation; selected applicants must complete online onboarding and provide acceptable identification for pre-employment requirements.
Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.
Must serve a one- or two-year trial period, subject to written certification for continued employment.
May require standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing; may be required to wear personal protective equipment and undergo annual TB screening or testing.

Nice To Haves

At least one year of Community Care experience.

Responsibilities

Coordinate clinic cancellations, clinic schedules, appointment scheduling and changes, special-study arrangements, appointment check-ins and checkouts, and consult tracking.
Verify provider and treatment orders and 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 medical tests, examination instructions, 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 and other relevant information to clinical staff.
Initiate forms authorizing surgery and other procedures.
Monitor waiting areas for changes in patient conditions and initiate appropriate measures in emergencies.
Assess daily workload, assign and balance work, and ensure appropriate staffing coverage across areas of responsibility.
Review work quality and ensure accurate and timely appointment scheduling for the unit.
Provide staff guidance on policy and procedure changes; orient and train new and current employees; evaluate training records and determine training needs; and ensure training requirements are met.
Create and maintain employee work schedules and organize the work structure of assigned areas.
Resolve day-to-day workplace issues and conflicts, including serving as a liaison among MSA staff, patients, and interdisciplinary staff.
Assist with complex and non-standard procedures and clinical flow processes across clinics, specialties, and community resources.
Mentor and teach less experienced staff and answer questions about occupational work.
Ensure compliance with applicable provisions of the AFGE master agreement concerning employee conditions of employment.