The incumbent serves as a Lead Medical Support Assistant (LMSA) under the Scheduling Section of the Health Administration Service (HAS) for the Finger Lakes VHA in support of the following locations: Bath VAMC, Canandaigua VAMC, Rochester Calkins Road CBOC, Rochester Clinton Crossings CBOC, Elmira CBOC, Wellsville CBOC, Coudersport CBOC, and Wellsboro CBOC.
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. 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. 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. 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-06 grade level. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non - VA medical inpatient or outpatient setting. Experience to the next lower grade includes but not limited to: Scheduling, canceling, re-scheduling medical patient appointments and or consults, entering no show information. Monitoring appointment requests from multiple electronic sources. Participating in huddles with other MSA's and or clinic staff to determine the daily needs of the clinic. Verifying and updating demographics and insurance information when patients check in for appointments. In addition to meeting the grade requirements you must be able to demonstrate the following KSA's Demonstrated Knowledge, Skills, and Abilities. 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. 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-07. The actual grade at which an applicant may be selected for this vacancy is GS-07. Physical Requirements: The work is administrative which requires standing, walking, sitting, stooping, bending, lifting light objects, answering telephone.
VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs Total Rewards of a Allied Health Professional The Lead MSA is responsible for the coordination of Advanced MSAs and other MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for providing coverage of clinics, assuring coverage of all areas of responsibility, daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of Advanced MSAs and all other MSAs within the unit to provide support across interdisciplinary settings. The Lead assists the unit, clinic, and supervisor with complex and non-standard procedures, including scheduling coverage, 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 MSA staff, patients, internal and external customers, and other interdisciplinary staff to resolve day-to-day conflicts. The Lead performs a variety of scheduling activities to include but not limited to scheduling appointments; covers clinics as determined by coverage needs and supervisor; establish and maintain medical charts and administrative records in scheduling activities; verify third party insurance and update information in the Insurance Capture Buffer System (ICB); verify and update demographics; coordinate medical support scheduling information and scheduling support actions related to patient care and services; operates computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems, scheduling software, scheduling platforms, and/or data warehouse or scheduling queries, compliance, audits, and/or monitoring reports; set up, organize, and maintain record systems to include but not limited to timekeeping; makes appointments in a clinical setting; identify customer's concerns and MSA team concerns, perform the tasks required to resolve the issue accurately and timely to create best patient and staff customer experience, and follow-up as necessary to ensure a satisfactory resolution. Other duties as assigned. Work Schedule: Monday - Friday, 7:30am - 4:00pm Telework: Not Available Remote: Not Available Functional Statement #: 11087-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized