Clarification from the agency

This announcement is open to current permanent employees of the Department of Veterans Affairs agency, and VISN 8 facility employees ONLY. VISN 8 facility employees will have first priority.

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The Lead Medical Support Assistant is responsible for performing a variety of technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants and other members of the medical facility who provide patient care. Lead Medical Support Assistants are considered a chief sources of patient care and patient flow information. The position typically has responsibility for the overall coordination of clinic cancellations, clinic schedules to include appointment scheduling and changes, appointment check-ins/check-outs, consult tracking, verification of doctor's orders and treatment orders.

Duties at this level include, but are not limited to:

• Assures coverage of all areas of responsibility
• Performs receptionist, customer service, patient registration, and means tests
• Conducts ongoing review to ensure quality of work
• Ensures compliance with applicable policies and procedures in scheduling directives, patient information collection management, insurance captures, pre-registration and open encounter management
• Ensures accurate and timely scheduling of appointments by conducting and documenting routine scheduling audits
• Ensures patient encounters are completed for clinics assigned by the end of each business day (no-shows and patient cancellations through AudioCare, VeText, etc.)
• Provides guidance to staff members to include changes in policies and procedures
• Distributes and balances workload
• Estimates and reports on expected time of completion of work and maintains records of work accomplishments and time expended.
• Creates and maintains employee schedules
• Orients and provides on-the job training for new and current employees
• Ensures all training requirements are met
• Organizes the work structure of assigned areas
• Acts as a liaison between AMSA/MSAs and staff to any conflicts
• Monitors and assign work to AMSA/MSAs
• Expert knowledge of basic Medical Support Assistance responsibilities.

Work Schedule: 8:00 AM to 4:30 PM
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

Conditions of employment

• You 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.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Must pass pre-employment physical examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

Qualifications

Basic Requirements:

• Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j
• Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.
• Certification. None Required.

Grade Requirements:
a. Creditable Experience
(1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as [an] MSA or an equivalent position in a non-VA hospital or clinic setting.
(2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.
(3) Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in] a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.

Grade Determinations: In addition to meeting the basic requirements for employment listed above, the following experience criteria must be met for the Lead Medical Support Assistant, GS-7.

(a) Experience. One year of experience equivalent to the GS-6 grade level.

(b) Assignment. 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.

(c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:

i. 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 resources.

ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.

iii. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.

iv. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.

v. Ability to provide staff development and training.

vi. 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.

Preferred Experience: At least one year experience at GS Level 6 with scheduling and customer service skills. Proficiency navigating medical system portals, Excel, Word, Outlook, and Teams is a must.

References: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019. Medical Support Assistant Qualification Standard GS-0679. http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf this can be found in the local Human Resources Office.

The full performance level of this vacancy is GS-07.

Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.