LEAD, MEDICAL SUPPORT ASSISTANT

The Lead Medical Support Assistant (MSA) is responsible for leading a team of Advanced Medical Support Assistants (AMSAs) performing a variety of specialized and complex administrative duties associated with the care and treatment provided to patients in both inpatient and outpatient settings.

The incumbent utilizes advanced administrative skills, technical knowledge, and understanding of clinical workflow to coordinate, monitor, and provide guidance in all aspects of appointment scheduling, consult management, and customer service within Primary Care Service Line.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Serves as the Lead AMSA for multiple Primary Care clinics, providing daily direction, guidance, training, and coordination to a team of AMSAs.

Distributes and balances workload among employees in accordance with established work flow and skill level, assuring timely accomplishment of assigned tasks. Monitors status and progress of work, making day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise.

Ensures proper procedures are utilized to efficiently complete work assignments and resolves problems affecting the workflow and quality of service provided. Provides on-the-job training for new and current AMSAs, including changes to procedures, software, or policies, and identifies developmental and training needs.

Reports to supervisor on team and individual performance, progress, and training needs. Serves as a technical expert and point of contact for AMSAs in resolving complex issues. Schedules and coordinates appointments using institutional software for patients in accordance with provider preferences and medical center policies.

Enters, monitors, and tracks consults and referrals in electronic medical records ensuring compliance with national and local mandates. Provides excellent customer service in person, on the phone, and via secure messaging. Prepares reports and tracks performance metrics as assigned by leadership.

Assists in the development and implementation of new administrative processes for appointment management, consult tracking, and related administrative functions. Audits and monitors team scheduling practices to ensure compliance with business rules, established policies, and OPM guidelines.

Identifies and recommends procedural changes to improve accuracy, efficiency, and customer experience. Ensures team compliance with all requirements concerning protected health information (PHI), privacy rules, and VA sensitive data. Work Schedule: 8:00am-4:30pm Monday thru Friday Telework: Ad-Hoc only Virtual: This is not a virtual position.

Functional Statement #: 00000 Relocation/Recruitment Incentives: Not authorized.

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.

Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

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: Lead Medical Support Assistant, GS-07 (1) Experience.

One year of creditable experience equivalent to the next lower grade. (2) Knowledge, Skills, and Abilities (KSAs).

In addition to meeting the experience above, the candidate must demonstrate the following KSAs: 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.

Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. 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. 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. (3) Assignment. For all Lead assignments the Lead MSA must spend at least 25% or more of their time performing lead duties.

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.

Preferred Experience: Experience as a Advance Medical Support Assistant/Medical Support Assistant Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: There are no specific physical requirements.

The work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting.