This Lead Medical Support Assistant position is within the VISN 1 Clinical Contact Center. This position and is full-time at 40 hours per week. Location negotiable: Incumbent must reside within 1 hour of commuting to a VISN 1 location for one of the following locations: Augusta, ME; Manchester, NH; White River Junction, VT; Northampton, MA; Bedford, MA; Boston, MA; Providence, RI; West Haven, CT.
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: a. 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.). b. Experience and Education. 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. c. Certification. None required. d. 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. e. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. f. Physical Requirements. See VA Directive and Handbook 5019. 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 3.j. Grade Determinations: Lead Medical Support Assistant, GS-7 Experience. One year of experience equivalent to the GS-6 grade level. Examples include but are not limited to: coordinates with patient care team to review clinic appointment availability utilization by to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary; maintain effective and efficient communication with the patient, interdisciplinary 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.; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists. 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 in order to meet deadlines. Skill in communicating with individuals in order to obtain the desired effect, and coordinating with a variety of interdisciplinary care team staff. Ability to provide staff development 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 demonstrating an understanding of the impact of incomplete work across multiple clinics. References: See VA Handbook 5005/117, Part II, Appendix G, page II. Physical Requirements: Work is performed in an adequately lighted and climate-controlled office. Position requires visual acuity, adequate auditory perception, clear distinctive speech, and manual dexterity. Position requires extended periods of sitting. The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations and able to shift priorities based on patient needs. Must meet Employee Health mandates as a condition of employment.
The incumbent serves as Lead Advanced Medical Support Assistant (Lead MSA) in a VISN Clinical Contact Center (CCC) as part of an interprofessional healthcare team. Lead MSA provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver. Duties include but are not limited to: Responsible for daily workload assessments, assigning work assignments; assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interprofessional settings. Assists the unit with complex and non-standard procedures, including clinical flow process related to access to care across multiple clinics, specialties and/or community resources. Works collaboratively with VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video. Monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources; gathering and obtaining medical information from patients; processing medication refill requests; reviewing electronic health record, obtaining medical records, faxing, participating in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC, monitoring outpatient appointments in areas of responsibility; and verifying and updating demographics when contacted by patients. Manages patient systems to verify and validate accuracy and resolve issues Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution. Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness. Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit. Provides accurate details of organizational information to Veterans regarding the different services the VA offers Resolves Veteran complaints as appropriate. Performs duties as assigned to ensure efficient and effective operations. Work Schedule: Monday-Friday; 7:45am-4:15p.m. Virtual: This is not a virtual position. Functional Statement #: F2435 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required Notifications: This position is an AFGE Bargaining Unit position. This position is in the Excepted Service. This position is not covered by a special salary rate. Current and former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held. Veterans' preference does not apply for internal or other current permanent Federal agency employees.