Lead Medical Support Assistant

US-Department-of-Veterans-Affair; Minneapolis (MN); On-site; USD 52,000 - 62,000; Full time

Job summary

The Minneapolis VA Health Care System is seeking a Lead Medical Support Assistant (GS-7) in its Specialty Care service line. The role focuses on administrative patient support, advanced scheduling, and coordinating across multiple clinics with a strong emphasis on access to care.

The successful candidate will demonstrate MSA knowledge, ability to manage workflow, and provide staff development and training to ensure efficient patient processing and exceptional customer service.

Qualifications

• GS-7 Lead MSA requires 1 year of creditable experience at the GS-6 grade level.
• Experience with advanced clinic access and multi-clinic flow processes.
• Ability to organize work, set priorities, and delegate tasks to meet deadlines.

Responsibilities

• Lead duties: coordinate Advanced MSA assignments and workflow across an interdisciplinary unit.
• Ensure accurate and timely scheduling of appointments and proper staffing coverage.
• Provide guidance on policy changes and train staff in MSA responsibilities.

Skills

MSA practices

Interdisciplinary communication

Advanced patient systems

Work prioritization

Staff development

Staffing coordination

Education

High school diploma

Job description

The incumbent serves as a Lead Medical Support Assistant in the Specialty Care service line at the Minneapolis VA Health Care System. The incumbent's work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information managing patient processing and customer service.

***KSA Recommendation - All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to demonstrate your experience and knowledge, skills, and abilities (KSAs) in your application may result in disqualification. It is strongly recommended that you write to each KSA (found below) to demonstrate how you have gained each one in your application package or on a supplemental document***

Creditable Experience: 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].

All requirements must be met at the time of the announcement closing.

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 REQUIREMENTS

Lead Medical Support Assistant - GS-7

Experience One year of creditable experience equivalent to the GS-6 grade level, which includes, but not limited to: Skill in communicating with individuals to obtain the desired effect, ensuring compliance with established policies and regulations. 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 priorities, and coordinate with staff in the unit in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work. Ability to review and monitor data to ensure all reports are complete and accurate.

AND

Demonstrated Knowledge, Skills, and Abilities:

• 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.

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.

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.

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.