Lead Medical Support Assistant

Veterans Health Administration•Milwaukee, WI

14h•Onsite

About The Position

The Lead Medical Support Assistant position is located in the Health Administration Division at the Clement J. Zablocki VA Medical Center in Milwaukee, Wisconsin. The role supports compassionate health care for Veterans and their families, caregivers, and survivors. The Lead MSA monitors and assigns work, provides input on performance, resolves daily workplace issues, maintains efficient workflow, and conducts quarterly scheduling audits. The position is at the GS-7 level and is in the Excepted Service. The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Compressed or flexible scheduling and telework are not authorized; the position is not virtual. The role requires a high school diploma or equivalent and one year of qualifying experience at the GS-6 level, along with the specified knowledge, skills, and abilities. Physical requirements include visual acuity, adequate hearing, clear speech, manual dexterity, extended sitting, and potentially some bending and carrying. The employee must be able to work effectively in stressful situations and shift priorities based on patient needs.

Requirements

U.S. citizenship, except where appointment of a non-citizen is permitted under VA policy when qualified citizens cannot be recruited.
Proficiency in basic written and spoken English.
High school diploma, GED equivalency certificate, or state or territorial proficiency certificate, unless qualifying under the applicable grandfathering provision.
One year of creditable experience equivalent to GS-6 for qualification at the GS-7 level.
Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, or community resources.
Ability to use 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 obtain desired effects 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.
Ability to pass a pre-employment physical evaluation and meet Employee Health mandates.
Must meet applicable background and security investigation requirements and complete the online onboarding process.
Must comply with the VA seasonal influenza vaccination program for health care personnel.
Must complete all application requirements listed in the announcement's Required Documents section.
Must serve a one- or two-year trial period, subject to written certification for continued employment.
Must have required visual acuity, adequate auditory perception, clear distinctive speech, and manual dexterity; the position involves extended sitting and may require bending and carrying items.
Must be capable of working effectively in stressful situations and shifting priorities based on patient needs.

Responsibilities

Monitor and assign work, provide input on employee performance, resolve daily workplace issues, maintain efficient workflow, and conduct quarterly scheduling audits.
Ensure coverage across areas of responsibility and conduct ongoing reviews to ensure quality of work.
Ensure appointments are scheduled accurately and in a timely manner.
Provide staff guidance on changes in policies and procedures.
Distribute and balance workload, and create and maintain employee work schedules.
Orient and provide on-the-job training for new and current employees, ensure training requirements are met, and organize the work structure of the assigned area.
Report backlogs, difficulties meeting deadlines, uncooperative staff, and difficulties obtaining information from clinicians or records.
Communicate routinely with physicians, case managers, and other allied health professionals while handling sensitive information appropriately.
Coordinate with patient care teams to review clinic appointment availability, monitor clinic schedules, and make adjustments as needed.
Participate in team huddles and meetings to manage, plan, problem-solve, and follow up on patient care by sharing information and collaborating with the interdisciplinary team.
Set priorities and deadlines, and adjust the flow and sequencing of work to meet team and patient needs.
Enter appropriate information into electronic records and monitor pre-appointment information or requirements to ensure readiness for visits or procedures.
Manage patient systems to verify and validate accuracy and resolve issues.
Evaluate patient information and clinic schedule lists to determine whether patients need immediate appointments.
Follow up on pending issues and understand the impact of incomplete work across multiple clinics.