Lead Medical Support Assistant (Training)

Veterans Health Administration•Saint Louis, MO

12d•Onsite

About The Position

The Lead Medical Support Assistant (LMSA) works in the Health Administration Service (HAS) Training Department, providing administrative support, staff guidance, and training on VHA scheduling directives, clinic workflows, patient access, and related medical support functions. The LMSA develops training materials and delivers classroom instruction. At least 25% of the Lead MSA’s time must be spent performing lead duties. The position coordinates Advanced MSA assignments and workflow in an interdisciplinary unit, supports complex and non-standard procedures, and helps ensure accurate and timely appointment scheduling. The work schedule is full-time, 0730–1600. Telework is unavailable, and the position is not virtual. The position is above the full-performance level and is in the Excepted Service.

Requirements

High school diploma, GED equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
Proficiency in spoken and written English.
One year of creditable experience equivalent to the next lower grade, GS-6.
Advanced knowledge of medical terminology and clinical flow processes related 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 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.
Ability to provide staff development and training.
Ability to manage staffing requirements and workflow priorities and adjust work flow to meet team and patient needs, including following up on pending issues and understanding the effects of incomplete work across multiple clinics.
U.S. citizenship is required, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under VA policy.
Must complete the application process and required online assessment; selected applicants must complete onboarding and background/security requirements.
Must participate in the seasonal influenza vaccination program.
Must serve a one- or two-year trial period and receive written certification to continue employment after it.
For Lead assignments, at least 25% of work time must be spent performing lead duties.

Responsibilities

Create and maintain employee work schedules and ensure coverage across areas of responsibility.
Provide guidance to staff, including communicating changes in policies and procedures.
Handle difficult customer interactions with tact and diplomacy; screen and receive phone calls courteously and promptly.
Train staff on VHA scheduling directives, accurate scheduling responsibilities, clinic efficiency, patient workflow, and related requirements.
Review active and pending consults daily.
Assist with clinic access contingency plans by adjusting appointment times, locations, or dates.
Validate and update patient demographic information.
Conduct ongoing reviews of staff work to ensure quality.
Teach staff to monitor and make work assignments, provide performance input, resolve daily workplace issues, and maintain efficient workflow.
Annotate training records, establish training timelines, evaluate records, and determine staff training needs.
Deliver instructor-led classroom training sessions and develop training materials.
Coordinate Advanced MSA assignments and interdisciplinary workflow, assess daily workloads, assign work, and ensure appropriate staffing coverage.
Assist with complex and non-standard procedures and act as a liaison among Advanced MSA staff, patients, and interdisciplinary staff to resolve day-to-day conflicts.
Follow up on pending issues and support timely access to care across clinics, specialties, and community resources.