The Lead Medical Support Assistants assigned to Lake Nona location of the Orlando VA Medical Center- Health Administration Service-HAS, will serve as the Team Coordinator and provides support to Outpatient and Community Based Outpatient Clinics. The Lead AMSA is responsible for performing a variety of technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide direct patient care.
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. 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. 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: Lead Medical Support Assistant, GS-679-07 Preferred Experience: One year of experience equivalent to the GS-679-06 grade level. Assignment. The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include, but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 1. 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. 2. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. 3. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. 4. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. 5. Ability to provide staff development and training. 6. 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 more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-679-07. Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.
The Lead Medical Support Assistant (MSA) routinely interacts with the Medical Support Assistant staff and collaborates with other members of an expanded health care team to assist in providing a robust interdisciplinary approach to care. The Lead MSA monitors daily work assignments and balances workload among MSA staff. The Lead MSA provides input on performance regarding quality of work, accuracy and timeliness of scheduling appointments, Scheduling Directives, and Medical Center Policies. The Lead Medical Support Assistant duties at this level consist of but are not limited to: Assures coverage of all areas of responsibility. Coordinates the daily work schedules of the Medical Support Assistants. Ensures orders are protocol, correct patient preps are utilized, and patients are properly scheduled. Adjusts workload assignments based on staffing levels and frequent rounding. Assists with scheduling objectives to maintain compliance with access to care. Updates & verifies demographic information, schedules appointments, collects insurance information, administratively manages. requests, and notifies the patient of their scheduled appointment. Conducts ongoing review to ensure quality of work. Ensures compliance with applicable policies and procedures in scheduling directives, patient information collection management, insurance captures, pre-registration and open encounter management. Ensures accurate and timely scheduling of appointments by conducting and documenting routine scheduling audits. Assists all Imaging Medical Support Assistants with questions regarding Scheduling Directives, Business Rules, and Local Procedures. Extracts & analyzes data to provide timely delivery of management reports and action required for all Program metrics that support the performance measures of senior management. Provides guidance to staff members to include changes in policies and procedures. Orients and provides on-the job training for new and current employees. Acts as a liaison between Advanced Medical Support Assistants /Medical Support Assistants and staff on conflicts. Work Schedule: M-F Various Tours Functional Statement #: 80117F Relocation/Recruitment Incentives: Not Authorized