Lead Medical Support Assistant

Veterans Health Administration; Viera (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

The Orlando VA Healthcare System seeks a Lead Medical Support Assistant for the Outpatient and Community Based Outpatient Clinics within the Health Administration Service. The Lead MSA coordinates Advanced MSA assignments, manages daily workload, and ensures staffing coverage across interdisciplinary teams.

Responsibilities include scheduling across clinics, guiding staff on policy changes, maintaining employee schedules, and liaising with patients and care teams to resolve day-to-day issues.

Qualifications

• US citizenship required.
• English language proficiency.
• Six months clerical or administrative experience or equivalent education.
• One year above high school or equivalent education required.

Responsibilities

• Coordinate Advanced MSA assignments and workflow across interdisciplinary units.
• Schedule appointments and manage daily workload; ensure staffing coverage.
• Provide guidance to staff on changes in policies and procedures; maintain schedules.
• Act as liaison among MSAs, patients, and care team to resolve day-to-day conflicts.

Skills

MSA experience

Clerical experience

Communication skills

English proficiency

Education

One year above high school

Job description

Lead Medical Support Assistant for the Outpatient and Community Based Outpatient Clinics Section of the Health Administration Service, Orlando VA Healthcare System.

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. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Experience and Education-Documentation Submitted. 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. 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.

Grade Determinations: In addition to the basic requirements for employment listed in above, the following education and experience criteria must be met when determining the grade of candidates: Lead Medical Support Assistant (Advanced), GS-7-SF-50 Submitted Experience. One year of experience equivalent to the GS-6 grade level.

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.

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.

Preferred Experience: Minimum of one year of Community Care experience 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-7.

Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment.