Lead Medical Support Assistant

Veterans Health Administration • Anthem, AZ

5d • Onsite

About The Position

The Northern Arizona VA Health Care System is seeking a Lead Medical Support Assistant (MSA) within HAS. The Lead MSA is proficient in appointment scheduling and consult functions, provides administrative support, and coordinates and directs a wide variety of administrative, technical, and clinic support. The position requires at least 75% travel.

The Lead MSA coordinates Advanced MSA assignments and workflow in an interdisciplinary unit. Responsibilities include assessing daily workload, assigning work, assuring staffing coverage, evaluating training records and training needs, assisting with complex and non-standard procedures, and supporting clinical flow and access to care across multiple clinics, specialties, and/or community resources. The position also provides staff guidance on policy and procedure changes, creates and maintains employee work schedules, and liaises among staff, patients, and interdisciplinary team members to resolve day-to-day conflicts.

The full performance level and actual selection grade are GS-7. The work is primarily sedentary, with prolonged periods of sitting, and includes the physical activities listed below. The schedule is 8:00 a.m. to 4:30 p.m., Monday through Friday. Telework and virtual work are not available.

Requirements

• United States citizenship; non-citizens may be appointed only when qualified citizens cannot be recruited in accordance with VA policy.
• At least six months of clerical, office, or other experience demonstrating the ability to acquire the knowledge and skills needed for the position.
• One year of experience equivalent to the GS-6 grade level.
• Proficiency in spoken and written English.
• 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 in communicating effectively to obtain 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 flow to meet team and patient needs, including following up on pending issues and understanding the impact of incomplete work across multiple clinics.
• At least 75% travel is required.
• Must pass a pre-employment physical evaluation and a background/security investigation.
• Must participate in the seasonal influenza vaccination program.
• Must complete the online onboarding process and required application documentation.
• Males born after December 31, 1959, must be registered with Selective Service.
• Must serve a one- or two-year trial period, subject to written certification for continued employment.
• Submit a transcript if relying wholly or partly on education to qualify; foreign education requires a Certificate of Foreign Equivalency with the transcript.

Responsibilities

• Schedule, cancel, and reschedule patient appointments and consults.
• Enter no-show information and monitor electronic wait lists.
• Prepare for clinic visits.
• Establish and maintain medical outpatient and inpatient charts and administrative records.
• Monitor inpatient and outpatient appointments for areas of responsibility.
• Obtain medical information from patients and coordinate information and actions related to patient care and services.
• Ensure encounter forms are completed to obtain appropriate workload credit.
• Verify and update patient demographics and insurance information.
• Monitor Interdisciplinary Team setup, including consult categories of care, and make necessary adjustments to support VA clinic needs.
• Work with the team to reinforce the plan of care and self-help solutions.
• Manage consult metrics to verify and validate accuracy and resolve issues.
• Assess daily workload, assign work, and ensure appropriate staffing coverage.
• Evaluate staff training records and determine training needs; provide staff development and training.
• Assist with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and community resources.
• Provide guidance to staff regarding changes in policies and procedures.
• Create and maintain employee work schedules.
• Act as a liaison among Advanced MSA staff, patients, and interdisciplinary staff to resolve day-to-day conflicts.
• Participate in team meetings and provide input on operational problem-solving and procedures.
• Follow up on pending issues and adjust workflow priorities to meet team and patient needs.
• Perform other duties as assigned.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off per year, comprising 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Potential credit toward annual leave accrual based on prior work or military service, subject to approval.
• Up to 12 weeks of paid parental leave after 12 months of employment, in connection with birth, adoption, or foster care placement.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to income and other eligibility limits.
• Traditional federal pension with five-year vesting.
• Federal 401(k) with up to 5% in VA contributions.
• Federal health, vision, dental, term life, and long-term care insurance; many programs can be carried into retirement.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed