The Lead Medical Support Assistant (Lead MSA) works for the San Francisco VA Health Care System (SFVAHCS), of the Sierra Pacific network (VISN 21). This position is located within the Office of Community Care (OCC). The Lead MSA performs duties related to the receipt, intake, and indexing of health and administrative information. The Lead MSA performs Community Care Coordination duties related to consult review, scheduling, and the coordination of Community Care documentation.
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.
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 staff members to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job (OTJ) training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between MSA and staff in order to resolve day to day conflicts. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the Lead MSA at least 25% of the time. The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., Office of Community Care coordination teams). The Lead MSA serves as the administrative lead for all Medical Support Assistants (MSAs) within the assigned region/ service area. The Lead MSA sets the tone for perception concerning quality of healthcare services at SFVAHCS. A high degree of tact and diplomacy is required when dealing with Veterans who have multiple health problems and may be frustrated with the administrative process associated with coordinating treatment with Community care providers. The Lead MSA provides a variety of complex and unique duties in the support of the MISSION Act. The Lead MSA may participate and/or lead daily team huddles to assist with the coordination of patient care planning management. The Lead MSA is responsible for conducting daily/weekly/monthly reviews to ensure the quality of work within the assigned region/service area. These reviews include all areas related to Community Care scheduling, authorization, and records management policies. The Lead MSA is to conduct reviews to ensure all MSAs complete the documentation process for all obtainable outside records into the CPRS/VISTA imaging system, ensure that required authorizations are processed for outpatient medical care programs and proposing systematic changes to improve the workflow process, workload distribution, efficiency, and effectiveness of the service. The Lead MSA will ensure that MSAs explain the VHA mandates to Veterans and their families. The Lead MSA ensures staff collect, scans, and updates health information to aid in the documentation process. The Lead MSA will conduct reviews to ensure the patient records documentation process is accurately completed daily, follow-up according to local policy, and any other actions required to complete the appointment/treatment process. The Lead MSA will collaborate with the OCC Training Instructor and OCC Consult Managers, on the review of weekly scheduling audits and ensure quality scheduling/documentation practices are being performed within the assigned area. The Lead MSA will conduct reviews of the MISSION Act list to ensure the proper use of decision support tools (DST). The Lead MSA will conduct reviews to ensure patients are eligible for care at the time of scheduling. The Lead MSA will conduct other reviews related to scheduling and OCC functions, as necessary. The Lead MSA assures the promotion, registration, and utilization of community care providers. The Lead MSA will conduct reviews to ensure the proper procedure is followed regarding outside medical records (sent to the appropriate department for scanning). The Lead MSA will ensure that all MSAs assigned to the Office of Community Care adhere local and VHA scheduling policies and procedures. This includes all aspects related to Clinically Indicated Date (CID), Desired Date. The Lead MSA will work with MSAs to ensure all appointments are made from the Community Care Provider's orders (Clinically Indicated Date) and that when a provider order is not available, the patient's desired date is recorded correctly within the scheduling package. The Lead MSA ensures all appointments are scheduled timely and accurately. Other duties as assigned. Work Schedule: Monday - Friday 8:00am-4:30pm or as determined by supervisor Remote: This is NOT a remote position. Financial Disclosure Report: Not required