Lead Medical Support Assistant

Summary
The incumbent is an integral team member within a large Physical Medicine and Rehabilitation Department at the Minneapolis VAMC. This is a Complexity Level 1 facility. The PM&R Department houses a National Polytrauma Rehabilitation Center - Regional Amputation Center - Polytrauma Network Site - Comprehensive Pain Center - Visual Impairment Services Outpatient Rehabilitation Program and Center for Integrative Health and Healing in addition to multiple medical provider clinics.

Qualifications
Basic Requirements:

• Citizenship
• Citizen of the United States
• (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook Part II - Chapter 3 - Section A - paragraph 3.g.)
• 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
• Certification
• None required
• Grandfathering Provision
• All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title - series - and grade held - [which] are [a] part of the basic requirements of the occupation
• For employees who do not meet all the basic requirements required in this standard - but who met the qualifications applicable to the position at the time they were appointed to it - the following provisions apply: Such employees may be reassigned - promoted - or [changed to a lower grade] within the occupation
• Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed - on a temporary or permanent basis - until they fully meet the basic requirements of the standard
• If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation - the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation
• 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 credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs
• Physical Requirements
• See VA Directive and Handbook 5019
• English Language Proficiency
• MSAs must be proficient in spoken and written English in accordance with VA Handbook Part II - Chapter 3 - Section A - paragraph 3.j
• GRADE REQUIREMENTS: Lead Medical Support Assistant - GS-7 Experience One year of experience equivalent to the GS-6 grade level - Examples of experience may include: 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
• 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
• The full performance level of this vacancy is GS-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.

Duties

• VA Careers - Lead Medical Support Assistant: Total Rewards of a Allied Health Professional Duties of this position are - but not limited to: Plans - distributes and balances workload among employees in accordance with priorities - established workflow - job specialization - and the capabilities of the employees Sets and adjusts short-term priorities
• Assures timely accomplishment of the workload
• Performs a variety of administrative functions which includes management of program/clinic day to day operations and assisting with clinic access contingency plans - assuring coverage of all areas of responsibility - conducting on going reviews to ensure quality of work - ensuring timely and accurate scheduling of appointments providing guidance to staff members to include changes in policies and procedures - distributing and balancing workload
• Observes workers' performance and conducts regular work performance evaluations/audits
• Communicates to supervisor when all required standards are met or work not meeting established standards
• Provides feedback to supervisor on both work and administrative matters
• Manages clinic appointments using established business rules including but not limited to consultations - scheduling - electronic wait lists - recall reminder - encounter action required reports - insurance capture - AudioCare and missed opportunities
• Possesses knowledge of VHA Directives - Facility Policies and Standards of Practice - and Department/Program Policies and Standards of Practice as related to appointment scheduling processes and procedures - consult management - and access to care
• Applies this knowledge to clinic/program operational activities
• Maintains records and statistical data as requested for the purpose of clinic utilization - access - and efficiency reports
• Collects and compiles information as needed to carry out the work of the program - clinic - and department
• Possesses Knowledge of quality assurance/performance improvement and system redesign principles
• Conducts routine audits as related to appointment scheduling and consult management
• Creates and implements ways to eliminate or reduce significant bottlenecks and barriers to efficiencies
• Orients staff in basic administrative policies and procedures related to appointment scheduling - consult management - and other clinic administrative topics
• Provides orientation and training to new medical support assistants
• Makes available reference materials and written instructions
• Updates online resources for training and communicates to department staff
• Is aware of safety concerns - regulations - policies and procedures - and employees appropriate safety practices
• Shares in the responsibility for clinic safety and maintenance including the environment of care and reusable medical equipment
• Hears and resolves complaints from Employees
• Refers group grievances and more serious unresolved complaints to a higher-level supervisor
• Work Schedule: Administrative Days 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 days of annual leave - 13 days of sick leave - 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual - based on prior [work experience] or military service experience
• 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 $ 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 Only Virtual: This is not a virtual position
• Functional Statement #: 000000