The Lead Medical Support Assistant position will be held within the Mental Health, Specialty and Primary Care in the Hampton VA Healthcare System located at the Western Branch Clinic.
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. Experience and Education: (1) 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 (2) Education - One year above high school; or (3) Experience/Education - Equivalent combination of experience and education. 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. 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: For Lead Medical Support Assistant, GS-7: One year of experience at or equivalent to the next lower grade level GS-6. In addition to the Basic Requirements defined above, the incumbent must demonstrate the following KSAs: Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. Ability to organize work, set priorities, and delegate tasks/responsibilities to meet deadlines. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff. Ability to provide staff development and training. 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. Reference: For additional information, please refer to VA Handbook 5005, Part II, Appendix G45 Medical Support Assistant Qualification Standards, GS-0679. The full performance level of this vacancy is GS-7. Physical Requirements: The work requires some physical exertion, such as extended periods of walking while making clinical rounds or making contacts with other services of the Medical Center. There are also some requirements for standing, twisting, bending, sitting, and carrying of supplies, forms, and charts.
The incumbent serves as a Lead Medical Support Assistant in the Hampton VA Healthcare System. The incumbent performs duties related to the receipt intake and indexing of health and administrative information. The Lead MSA is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include but are not limited to scheduling, cancelling , rescheduling patients appointments and/or consults including imaging studies; entering no show information daily; preparing for clinic visit by printing out daily patient appointment list; monitoring both inpatient and outpatient appointments for areas or responsibility; ensuring encounters forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information through insurance card buffer (ICB); performing basic eligibility, printing the (EARR) encounter action requires report for the area assigned daily. Works collaboratively in an interdisciplinary coordinated care delivery model (i.e., patient aligned care team, or other specialty care setting where the patient aligned care team model is used such as Eye, ENT, Oncology, Women's Health, etc.). Coordinates with the patient care team (LPN, RN, Clinician/Provider, Social worker, Pharmacist, etc.). to review the clinic utilization by using various report clinic utilization statistical summary, Encounter Action Required Report (EARR), clinic cancellations, specialty consults report, Consult Tracking Manager (CTM), recall delinquency report, secure messages, VeTEXT, VAR, as well as SAIL/ HEDIS metrics that directly impact the PACT team's metrics for patient care. Ensures that the clinic set up is closely monitored to effectively support the needs to the team and the clinic and make the necessary adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies; (facilitate/ process secure messaging with the patient and team; develop and manage a tracking system for follow up care such as consults, Return to Clinic (RTC) orders, recall reminders and secure messaging. Other assignments at this level include, but are not limited to: scanning, participating in team huddles and team meetings to manage and plan patient care: setting priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic health record; monitoring pre-appointment requirements to assure patient readiness for patient visit/procedure (X-ray, lab-work, etc); participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow-up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists; educating providers about shared patients (those who receive their care at multiple VA's or those who have care in the community through the VA MISSION Act) and bringing it to the attention of the provider. Uses MS Word or comparable word processing software to execute several office automation functions such as storing and retrieving electronic documents and files; activating printers; inserting and deleting text; formatting and mailing of patient letters, reports and memoranda; and transmitting and receiving e-mail. Performs traditional office automation duties such as faxing, scanning, and completing documentation to request medical records from community providers. Responsible for call responsiveness to provide telephone support to internal and external customers for scheduling actions, general questions, or contacting patients as requested by the care team. Uses the Veterans Health Information & Technology Architecture (VISTA/VSE Gui) database to access information in the Medical Center Computer System. Accesses the Cerner or Computerized Patient Record System (CPRS) when appropriate for administrative needs within the scope of their duties. Work Schedule: 7:30am-4:00pm; 8:00am-4:30pm (Monday-Friday) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required