Lead Medical Support Assistant

Veterans Health Administration•Grants Pass, OR

10d•Onsite

About The Position

The Lead Medical Support Assistant (MSA) coordinates Advanced MSA assignments and workflow in an interdisciplinary unit. The position conducts daily workload assessments, assigns work, ensures appropriate staffing coverage, evaluates training records, and identifies training needs so MSAs can support interdisciplinary settings. The Lead assists with complex and non-standard procedures, including clinical-flow processes that support access to care across multiple clinics, specialties, and/or community resources. The role ensures appointments are scheduled accurately and promptly; guides staff on policies and procedures; creates and maintains employee work schedules; and serves as a liaison among Advanced MSA staff, patients, and interdisciplinary staff to resolve issues. The employee plans and organizes work with general supervisory assistance to meet local and VA-wide deadlines for analyses, reports, and special assignments. The employee refers non-routine and highly technical problems to the supervisor and reports backlogs, deadline difficulties, uncooperative physicians, and difficulty obtaining information from clinicians or records. The position maintains the confidentiality of information and routinely communicates with physicians, case managers, and other allied health professionals. The employee generally works independently under established guidelines, precedents, and regulations, requiring minimal supervision. The role supports VA missions and customer needs through courteous, respectful communication, consistent information, and constructive handling of conflicts and problems. Work schedule: Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available, and the position is not virtual. Relocation, recruitment incentives, and permanent change of station are not authorized.

Requirements

U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited in accordance with VA policy.
Proficiency in spoken and written English.
High school diploma, General Education Development equivalency certificate, or a state or territorial Board or Department of Education proficiency certificate, unless qualifying under the stated VHA grandfathering provision.
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 or responsibilities to meet deadlines.
Ability to provide staff development and training.
Ability to manage staffing requirements and workflow priorities, adjust work to meet team and patient needs, follow up on pending issues, and understand the impact of incomplete work across multiple clinics.
Must complete the required application steps, questionnaire, online assessment, and application documentation.
Must meet background and security investigation requirements and complete the online onboarding process and required pre-employment identification steps.
Must participate in the seasonal influenza vaccination program as a Department of Veterans Affairs Health Care Personnel member.
Must serve a one- or two-year trial period, during which continued employment is evaluated.
Selective Service registration is required for males born after December 31, 1959.

Responsibilities

Coordinate Advanced MSA assignments and workflow in an interdisciplinary unit.
Assess daily workloads, assign work, and ensure proper staffing coverage.
Evaluate staff training records and determine training needs.
Assist with complex and non-standard procedures, including clinical-flow processes supporting access to care across clinics, specialties, and/or community resources.
Ensure accurate and timely appointment scheduling.
Provide staff guidance, including guidance on changes to policies and procedures.
Create and maintain employee work schedules.
Serve as a liaison among Advanced MSA staff, patients, and interdisciplinary staff to resolve issues.
Plan and organize work to meet local and VA-wide time frames for analyses, reports, and special assignments.
Refer non-routine and highly technical problems to the supervisor.
Report backlogs, difficulties meeting deadlines, uncooperative physicians, and difficulty obtaining information from clinicians or records.
Maintain the confidentiality of information obtained while carrying out duties.
Communicate with physicians, case managers, and other allied health professionals using sound interpersonal skills.
Provide courteous, tactful, and respectful customer service; provide consistent information according to established policies and procedures; and handle customer conflicts constructively.