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The Lead MSA will work closely with the other Advanced MSAs, program specialists, administrative officer, business manager, section chiefs, and other staff of the service to maintain smooth workflow by addressing service-wide deficiencies as needed. He/she will provide coverage, support and back up for the Service's Advanced MSAs. In addition, the Lead MSA will have working knowledge of the Program Specialists responsibilities and serve as back-up. Lead MSA is responsible for planning and directing the MSA's activities as they relate to improved performance, patient care, or clinical/administrative coverage. He/she will facilitate weekly or bi-weekly MSA meetings and act as a mentor/educator and may lead training sessions as necessary for improved employee performance within their assigned section or to cover MSA duties from a different section. The Lead MSA will be the liaison between the MSA's and Rehabilitation Service leadership to help problem solve any scheduling, administrative, or systems issues that arise.

The Lead MSA will work closely with the Program Specialist, Administrative Officer, Business Manager, and with various departments outside of rehabilitation to troubleshoot/resolve pertinent issues and improve patient care. The Lead MSA will be responsible for learning the applicable scheduling policies and procedures, and documenting those procedures in an Advanced MSA manual, and ensuring the Advanced MSAs team is knowledgeable of the scheduling rules, regulations, processes, and procedures. Serves as a multi-skilled person dedicated to patient care management by promoting patient flow and administrative efficiency in both the inpatient and outpatient settings. The Lead MSA will identify processes and procedures in the clinic that need improvement, working in collaboration with the leadership of the clinic to prioritize and address areas from improvement. The Lead MSA will be expected to learn the processes and procedures of all sections of rehabilitation and ensure that key clinic metrics are monitored and acted upon.

The Lead MSA must be flexible and play a compatible role with the existing clinical team, including oversight of the day-to-day activities of the Advanced MSAs, including MSA contractors, ensuring that routine work is carried out timely and accurately. He/she will assist the Administrative Officer (AO)/Business Manager (BM) in disseminating new VA Directives and procedures that affect the front desk and clinic operations and will provide training, as needed. Page 2 of 5 The primary function of the Lead MSA is to ensure smooth operation of all aspects related to the clinical administrative operations on all sections of the Rehabilitation Service. The Lead MSA will performs a wide variety of administrative tasks associated with maintaining and supporting the work performed within Rehabilitation Service. He/She will monitor productivity, work assignments, provide input on performance, resolves daily workplace issues and oversee and implement processes that support efficient and effective workflow, and effectively support the needs of the clinic.

Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to Advanced MSAs and MSAs contractors to include changes in policies and procedures; distributing and balancing workload; creating and maintaining Advanced MSAs and MSA contractors schedules; advising on employee training modules, orienting and providing on-the-job training for new and current Advanced MSAs and MSA contractors; ensuring all training requirements are met; organizing the work structure; acting as liaison between Advanced MSA's, MSA contractors, and other SFVAHCS staff in order to resolve day to day conflicts.

Work Schedule: Monday - Friday 8:00am - 4:30pm
Compressed/Flexible:At Supervisor discretion
Telework: This is not a telework position
Virtual: This is not a virtual position.
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.
• 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:

United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.

Physical Requirements. See VA Directive and Handbook 5019.

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. One year of experience equivalent to the GS-6 grade level.

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.

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).

Grade Determinations: One year of experience equivalent to the GS-6 grade level.

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.

References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standards

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

Physical Requirements: The work is sedentary. Typically, the employee may sit comfortably to perform portions of the work. However, there is a periodic walking, standing, bending, and lifting. No special physical demands are required to perform the work.

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.