The Lead Medical Support Assistant (LMSA) performs clerical and administrative support in the coordination, care, and treatment provided to patients through the Whole Health clinics. The LMSA ensures accurate and timely scheduling of appointments, providing guidance and training to staff members, which includes changes in policies and procedures, and acting as a liaison among MSA staff, patients, and other Whole Health team members.
Basic Requirements: a. United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. 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. 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). 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 credits 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. Lead Medical Support Assistant, GS-7 Grade Determinations: One year of experience equivalent to the GS-6 grade level, Examples of experience may include: Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Skill in communicating with individuals to obtain the desired effect, ensuring compliance with established policies and regulations. Ability to provide staff development and training. Ability to manage staffing requirements, manage priorities, and coordinate with staff in the unit in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work. Ability to review and monitor data to ensure all reports are complete and accurate. AND 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 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. Preferred Experience: At least 2 years of MSA experience in the VA system. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is G-7. Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.
Total Rewards of a Allied Health Professional Major duties include, but are not limited to the following: FUNCTIONS: The Lead MSA is responsible for scheduling appointments, including interpreting and verifying provider orders and using the consult toolbox in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, rescheduling patient appointments and/or consults; entering no-show information; monitoring the electronic wait list (EWL); preparing for clinic visits; monitoring patient appointments for areas of responsibility; and verifying and updating demographics and insurance information. The Lead MSA is responsible for the coordination of clinic flow, notification of the need for or the establishment of outpatient clinics. The Lead must be aware of when alterations of clinic grids is needed, workload capture, and other administrative support functions associated with the day to-day clinic operation. The Lead MSA will manage clinic scheduling by notification of the need for new clinics and managing canceling/rescheduling patient appointments. The Lead MSA assists the supervisor in monitoring and ensuring the integrity of various databases for accuracy and disposition to consult management, encounter action required, Insurance Capture Buffer (ICBWeb) system, return to clinic (RTC) orders, and other reports and data used in the management of administrative duties and customer service. The Lead MSA is responsible for ensuring that various aspects of training, compliance, reporting, and quality assurance are met. He/she provides orientation and training to new MSAs and identifies educational and training needs for new and incumbent MSAs. The MSA receives and processes consultations. MSA monitors pending consultations, including researching the patient record, tracking the progress of the consult, and ensuring the consult is completed in accordance with medical center and service line policy. Provides oversight in the integrity of the patient medical record. The incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS). Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established hospital processes. Work Schedule: Compressed Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Ad-hoc Virtual: This is not a virtual position. Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized