Lead Medical Support Assistant

Veterans Health Administration • North Little Rock, AR

7d • Onsite

About The Position

This Lead Medical Support Assistant (MSA) position serves as the Lead MSA trainer for new and existing schedulers within the Central Arkansas Veterans Healthcare System (CAVHS) and provides training and competency assessment for all employees performing scheduling duties in the Office of Community Care (OCC). Duties Total Rewards of a Allied Health Professional Duties of the Lead Medical Support Assistant include, but are not limited to: Serves as a trainer for schedulers within OCC. Responsible for scheduling appointments, including interpreting and verifying provider directed orders in accordance with VHA national scheduling guidelines and provides general guidance to MSAs in training or requesting assistance Responsible for closely monitoring the work of new and experienced schedulers and confer with the supervisor in developing action plans to improve performance, processes and procedures to promote efficient and effective clinic operations in compliance with established VHA and local policies, procedures, and Standard Operating Procedures Reviews and analyzes training and education efforts to determine the effectiveness of the training program Provides management with reports on the status of training, as well as, analysis of the effectiveness of the training programs ability to achieve agency objectives and policies. Incumbent modifies annual training plans to stay within guidelines established by VHA regulations and top management to meet annual training objectives Provides managers and employees with information on the VHA Scheduling Directive policies, procedures, and guidelines Provide detailed guidance to staff concerning scheduling procedures Arranges training in accordance with the established and approved plan of the VHA scheduling directive Monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow Required to utilize computer knowledge and skills to carry out their duties, train staff, and promote process improvement, an above average knowledge of computer software is required

Requirements

• Must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Acceptable form(s) of identification will be required to complete pre-employment requirements ( https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents ).
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical evaluation.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.
• As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
• Basic Requirements: 1. United States Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
• Basic Requirements: 2. Experience: None
• Basic Requirements: 3. Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Basic Requirements: 4. Licensure/Certification/Registration: None.
• Basic Requirements: 5. English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
• May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).
• Grade Determinations: In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified.
• Lead Medical Support Assistant, GS-07 Experience. One year of creditable experience equivalent to the next lower grade.
• Knowledge, Skills, and Abilities (KSAs). In addition to meeting the experience above, the candidate must demonstrate the following KSAs:
• Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community.
• Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
• Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
• Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
• Ability to provide staff development and training.
• Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics.
• For all Lead assignments the Lead MSA must spend at least 25% or more of their time performing lead duties.

Responsibilities

• Serves as a trainer for schedulers within OCC.
• Responsible for scheduling appointments, including interpreting and verifying provider directed orders in accordance with VHA national scheduling guidelines and provides general guidance to MSAs in training or requesting assistance
• Responsible for closely monitoring the work of new and experienced schedulers and confer with the supervisor in developing action plans to improve performance, processes and procedures to promote efficient and effective clinic operations in compliance with established VHA and local policies, procedures, and Standard Operating Procedures
• Reviews and analyzes training and education efforts to determine the effectiveness of the training program
• Provides management with reports on the status of training, as well as, analysis of the effectiveness of the training programs ability to achieve agency objectives and policies.
• Incumbent modifies annual training plans to stay within guidelines established by VHA regulations and top management to meet annual training objectives
• Provides managers and employees with information on the VHA Scheduling Directive policies, procedures, and guidelines
• Provide detailed guidance to staff concerning scheduling procedures
• Arranges training in accordance with the established and approved plan of the VHA scheduling directive
• Monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow
• Required to utilize computer knowledge and skills to carry out their duties, train staff, and promote process improvement, an above average knowledge of computer software is required
• The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit.
• The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings.
• The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources.
• Assignments at this level include but are not limited to ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.

Benefits

• Competitive salary and regular salary increases
• 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
• After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
• After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66 .
• Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
• Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)

What This Job Offers

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