Lead Medical Support Assistant

US-Department-of-Veterans-Affair; Louisville (KY); On-site; USD 45,000 - 60,000; Full time

Job summary

The U.S. Department of Veterans Affairs seeks a Lead Medical Support Assistant (MSA) responsible for answering questions for lower graded staff and supporting inpatient and outpatient clinics across PACT teams, Primary Care, Mental Health, and Ancillary Services at the CBOC.

This role monitors work, assigns tasks, assists with performance input, and ensures efficient workflow while maintaining a positive work environment.

Qualifications

• One year of experience equivalent to GS-6 in patient care support.
• Experience with electronic health records and clinic workflow management.
• Ability to review scheduling, appointments, and care coordination.

Responsibilities

• Answer questions for lower graded staff on healthcare services.
• Monitor and assign work, provide input on performance.
• Coordinate with PACT teams to support clinic operations.
• Enter and verify information in electronic health records.

Skills

Medical terminology

Care coordination

Communication skills

Organization

Staff development

Staffing management

Education

High school diploma or GED

Job description

Lead MSA is responsible for answering questions for lower graded staff relating to healthcare services in an inpatient or outpatient setting. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, maintains efficient workflow, and creates a positive work environment. The Lead MSA serves as the subject matter expert and utilizes best practices for the PACT teams, Primary Care, Mental Health, and Ancillary Services offered at the 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

• Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
• Experience. No experience required.
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration. None
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

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 above, applicants must meet the following experience:

Experience:

One year of experience equivalent to the GS-6 grade level. Examples of credible experience at this level include, but are not limited to: Utilizes numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model; Coordinates with patient care team to review clinic appointment availability to ensure the clinic schedules are closely monitored to effectively support the needs of the clinics and makes necessary adjustments, maintains effective and efficient communication with the patient and various care providers; processes incoming patient secure messaging through online healthcare portals and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; 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 to determine whether the patient requires an immediate appointment; informs team members about shared patients.

Knowledge, Skills, and Abilities (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.

Note:

You must provide detailed information of your experience performed. Information such as "I was a Medical Support Assistant" is insufficient to determine your qualifications. Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hour worked per week.

Note:

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.

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:

Work is performed in an office setting and is primarily sedentary. May require lifting and carrying of light loads (e.g. files, records, etc.)