As Lead Medical Support Assistant the incumbent is responsible for implementation of Clinic Practice Management principles as they apply to the duties of the clinic MSA's and the roles and responsibilities for MSA's for the PACT model. The incumbent is the primary point of contact to assist the MSA Supervisor as lead of the scheduling package, education and training requirements and performance standards for the clinic MSA's.
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 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. 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: In addition to the basic requirements for employment, the following criteria must be met for this position.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. 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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/ Physical Requirements: Work is generally sedentary in nature with some walking, standing and bending. Occasionally requires moderate physical activity, e.g., carrying light items such as books and papers or lifting stacks of boxes or records. Work is typically performed in an office setting; adequately lighted, quiet, and controlled atmosphere.
The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below. The Lead MSA will use a broad working knowledge of all medical center programs and services and of the varying priorities and complexities of outside care for specialty services. The complexity of duties may encompass numerous clerical responsibilities, including but not limited to: Works under the general supervision and reports directly to the HAS Medical Support Assistant Supervisor. Providing advice as the subject matter expert (SME) to the HAS Medical Support Assistant Supervisor regarding administrative matters relating to scheduling and intake. Recommending assignments and assisting the work of subordinate staff resolving complex problems to ensure patient services are met. Evaluating new products, equipment and systems in order to make recommendations for improved operations and identifying educational or training needs. Establishing Standard Operating Procedures, operating guidelines, assigns work requirements, ensures adequate coverage/staffing is available, coordinates activities and maintains workflow. Acts as Clinic Medical Service Assistants Section Safety Representative, performing frequent and regular inspections employee work areas reporting all safety hazards. Ability to provide staff development and training. Independently manages position responsibility with little to no supervision as well as set priorities and deadlines adjusting the flow of sequencing of work to meet team and patient needs. Work Schedule: Monday - Friday; 7:30am to 4:00pm.(Supervisor's Discretion) Telework: No Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required