The purpose of this position is to serve as a Lead Medical Support Assistant (MSA) for Outpatient Clinical Support in the VA Boston Healthcare System (West Roxbury campus).
COVERAGE. The following are requirements for appointment as a Medical Support Assistant (MSA) in the Veterans Health Administration (VHA). These requirements apply to all VHA MSAs in the General Schedule (GS)-0679 series. This series covers one-grade interval administrative support positions that supervise, lead, or perform support work relating to the care and treatment given to patients in inpatient units, outpatient clinics, patient scheduling call centers, Care in the Community Support Staff (CitC), and ancillary support services. The work includes functions such as serving as an initial point of contact for the units, clinics, patient, call centers, CitC, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems. This series includes work that requires a practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology. BASIC REQUIREMENTS a. Citizenship. Citizen of the United States. b. 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; OR, (2) Education. One year above high school; OR, (3) 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. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005. Grade Determinations. In addition to the basic requirements for employment listed above, the following experience criteria must be met when determining the grade of candidates: Lead Medical Support Assistant, GS-7 (a) Experience. One year of experience equivalent to the GS-6 level. The required specialized experience for this position must include: coordinates with patient care team to review clinic appointment availability utilization by to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary; maintains effective and efficient communication with the patient, interdisciplinary VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists. (b) 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. (c) 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. Creditable Experience: (1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. (2) Quality of Experience. 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 at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. (3) Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. FORMER VA HANDBOOK REFERENCE: PART II APPENDIX G45 EFFECTIVE DATE: August 1, 2019 Physical Requirements: The MSA lead should be able to lift and/or carry up 40 lbs. (intermittently). She/he may need to push/pull up to 40 lbs. (intermittently). The incumbent may be required to stop, squat and kneel (occasionally). Position requires moderate walking and standing throughout the day.
The incumbent is responsible for a wide range of assignments and provides administrative support to the sections to include, but not limited to: Monitors and makes work assignments for lower grade Medical Support Assistant positions. Provides input on Medical Support Assistant performance and resolves workplace issues. Provides educational sessions to train new employees in clerical process in an efficient and effective manner to insure that clerical processes, functions and goals are understood and met. Supports clinics regarding clinic profile management and utilization via various reports. Collects and updates insurance information from Veterans, family members and other eligible patients. Prepares correspondence and memos as needed. Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes. Ensures data is entered accurately and scans documents within 24 hours of entering the data. Promotes Veteran registration. Stocks basic office supplies for the executive suite. Enters Veterans seeking emergent/urgent care, scheduling appointments accurately. Utilizes call lists and telephones Veterans to pre-register them before their scheduled visits. Updates all patient demographics. Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient. Assures that all appropriate forms are used correctly and regulations followed. Understands additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. In the performance of official duties, has regular access to printed and electronic files containing sensitive data which must be protected under the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statutes and policy, and Veterans Health Administration procedures. Protects data from unauthorized release of form loss, alteration, or unauthorized deletion, and follows applicable regulations and instructions regarding access to computerized files and user security as set out in the computer access agreement which the employee signs. As a front line contact with patients and staff, sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with Veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. In the scheduling role, supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full social security number. The patient may also present the Veterans Identification Card for identification. Uses each interaction with the patient to validate and update patient demographic information during check-in or over the phone to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Explains the VA mandate to collect insurance information from veterans, their families, and other eligible patients. Collects, scans, and updates health insurance information serving a major role in the revenue process. Contributes to the revenue collection process by identifying patients with third party insurance. Work Schedule: Monday - Friday, 7:30 a.m. - 4:00 p.m. EST Recruitment Incentive (Sign-on Bonus): Not authorized Permanent Change of Station (Relocation Assistance): Not authorized Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). 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: Not available. Virtual: This is not a virtual position. Functional Statement #: 523-907080 Permanent Change of Station (PCS): Not authorized