The Lead MSA will have general oversight of the day-to-day activities of the Advanced MSAs, ensuring that routine work is carried out timely and accurately and communicating supervisory problems to the Supervisor. Incumbent will assist the Supervisor in disseminating new VA Directives and procedures that affect front desk and clinic operations and will provide training, as needed.
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 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; (2) Education. One year above high school; (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Certification. None required. 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. 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.] 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 incumbent at least 25% of the time. Demonstrated Knowledge Skills and Abilities. In addition, the applicant must meet 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. References: VA Handbook 5005/52, Part II Appendix G45The actual grade at which an applicant may be selected for this vacancy is GS-07. Physical Requirements: The work is mostly sedentary. It typically requires sitting with sustained periods of concentration. There will be some walking, standing, bending, and carrying of relatively light objects. The position may also require stooping, reaching, lifting, pulling, and other moderate exertion or strain. Incumbent may occasionally have to walk some distance to a meeting. 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).
The primary function of the Lead MSA is to ensure smooth operation of all aspects related to the clinical administrative operations of the CBOC, to include Primary Care, Specialty Care and Mental Health. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow of their assigned service care lines and the assigned Advanced MSAs. 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 Advanced MSAs to include changes in policies and procedures; distributing and balancing workload; creating and maintaining Advanced MSA work schedules; orienting and providing on-the-job training for new and current Advanced MSAs; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between Advanced MSA and other CBOC staff in order to resolve day to day conflicts. The Lead MSA is responsible for all scheduling workflows, to include the Electronic Wait List maintenance, Primary Care Management Module (PCMM)/ dual enrollment maintenance and reports; clinic profile management (i.e. clinic setup, grid changes, cancel/block/restore clinics and monitoring); manage procedures associated with teams based on assigned service care lines (i.e. Primary Care, Specialty Care or Mental Health); ensuring insurance capture, updating patient information (i.e. next of kin, address, phone number, etc.); encounter data validation; recall reminders; consult management; patient notification of appointments. In addition, the Lead MSA shall serve as the primary TMS Administrator for the CBOC, PIV Sponsor and Pin-code Re-set Administrator and Clinic Timekeeper. The Lead MSA performs duties related to the receipt, intake, and indexing of health and administrative information. The Lead MSA will interface with personal computer (PC) applications as well as numerous other programs including Vista and CPRS applications. The Lead MSA provides administrative support to Physicians, Nurse Practitioners, Nurses, Nutritionists, Social Workers, Psychologists, Audiologists, Podiatrists, Physical Therapists, Pharmacists, Optometrists, and Dentists, Dental technicians, Dermatologists and all other administrative and clinical staff at CBOC. The outpatient program requires administrative scheduling and appointment coordination for diagnostic testing and consultative appointments for many clinical services. The Lead MSA routinely analyzes data from reports such as 7 Day Access Performance Measure, PCMM/Dual enrollment, NEARS list, Vesting report, 90-day warning and any other reports used to prepare teams for patient appointment and communicates scheduling issues to Supervisor. The Lead MSA manages the Encounter Actions Required Report (EARR) for their assigned service care line and trains/mentors clinicians in accurate completion of encounters. The Lead MSA shall manage clinic kiosks, to include approving Vet link changes such as patient demographics, adding clinics approving new users and troubleshooting. The Lead MSA gathers and analyzes information from a variety of sources and makes decisions on resource acquisition and allocation that affect the daily operation of a multidisciplinary CBOC that is remote from the medical center. Work Schedule: Monday -Friday 8:00am-4:30pm or as determined by supervisor. Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized