Clarification from the agency

-Current, Permanent VA Northeast Ohio Healthcare System and VISN10 employees only.

Videos

• Monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow
• Assures coverage of all areas of responsibility; conducts ongoing reviews to ensure quality of work
• Ensures accurate and timely scheduling of appointments
• Provides guidance to staff members to include changes in policies and procedures
• Distributes and balances workload
• Creates and maintains employee work schedules
• Orients and provides on-the-job training for new and current employees; ensures all training requirements are met
• Organizes work structure of assigned areas; acts as liaison between medical support assistants and staff
• Plans and organizes work with general assistance from the supervisor to meet local and VA-wide time frames to complete analysis requirements, reports, and special assignments
• Reports backlogs, difficulties in meeting deadlines, staff conflicts, or difficulty in securing information
• Maintains the confidentiality of information
• Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills
• Works independently making decisions based on guidelines, precedents, and regulations and performs duties in such a manner that only minimal supervision is required

Work Schedule: Full Time, Monday through Friday (8:00 a.m. to 4:30 p.m.)
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
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English
• Selected applicants will be required to complete an online onboarding process

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

Basic Requirements:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• 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 3.j.
• Experience. Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR
• Education. One year above high school; OR
• Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

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.

Grade Determinations:
In addition to the basic requirements for employment listed above, the following education and/or experience criteria must be met when determining the grade of candidates;

For the Lead Medical Support Assistant, GS-07 you must possess;
Experience. One year of experience equivalent to the GS-6 grade level.
This experience can include but is not limited to: providing specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary. MSAs at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.).

Demonstrated Knowledge, Skills, and Abilities.

Candidates must demonstrate all of the KSAs below:

1. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
2. Skill in communicating with individuals to obtain the desired effect, ensuring compliance with established policies and regulations.
3. Ability to provide staff development and training.
4. Ability to manage staffing requirements, manage workflow priorities, and coordinate work in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work.
5. Ability to review and monitor data to ensure all reports are complete and accurate.

Credible Experience

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.

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.

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.

References: VA Handbook 5005/117 PART II Appendix G45

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

Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, walking, bending, and carrying of items such as training manuals. The Advanced MSA Is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone. In addition, there can be increased stress due to the Intensity-of a patient/customer complaint or concern. The work area is adequately lighted, heated, and ventilated.

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, résumé, 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.

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.