Lead Medical Support Assistant

US-Department-of-Veterans-Affair; Worcester (MA); On-site; USD 48,000 - 60,000; Full time

Job summary

US Department of Veterans Affairs is seeking a Lead Medical Support Assistant to manage outpatient scheduling, patient flow, and interdepartmental coordination at a VA Medical Center. The role requires strong communication and system skills to support multiple clinics and care teams.

Responsibilities include scheduling, customer service, and staff training while ensuring compliance with VA policies and HIPAA.

Qualifications

• United States citizenship is required as applicable.
• Education: High school diploma, GED, or equivalent.
• English language proficiency in speaking and writing.
• Transcript or GED documentation must be submitted with the application.

Responsibilities

• Schedule outpatient appointments using VISTA or DHCP scheduling options and VS GUI.
• Provide courteous, accurate customer service per VA policies.
• Protect patient information under HIPAA and VA directives.
• Train new relief staff and assist with staffing/workflow planning.
• Coordinate with interdisciplinary care team staff to meet patient needs.

Skills

Medical terminology

Interdisciplinary coordination

System proficiency

Work prioritization

Staff development & training

Staffing management

Education

High school diploma or GED

Tools

VISTA scheduling

DHCP scheduling

VS GUI

Job description

The Lead Medical Support Assistant (MSA) performs a variety of administrative functions associated with the scheduling of patient care for the clinical programs at VA Medical Center. 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.
• Experience: None.
• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

You must submit a copy of your unofficial or official transcript with your application.

If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision:

• Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official)

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-0679-07

• Experience: One year of creditable experience equivalent to the next lower grade.
• 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.

SUPERVISORY CONTROLS

The incumbent will work closely with their supervisor to handle scheduling problems and deviations based on the personal knowledge of clinic operations and medical center policy. The incumbent along with the Leads supervisor will ensure all newly hired MSA's are properly and fully trained to carry out assigned duties. Incumbent's supervisor will provide guidance and oversight but will be expected to operate independently within that guidance. The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative clinicians, or difficulty in securing information from clinicians or the record. The Lead MSA under guidance of the direct supervisor routinely communicates with physicians, psychologists, social work case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. The Lead MSA plans and completes task based on established protocols and accepted practices and only refers the non-routine and high technical problems to his/her supervisor. Results of decision making, and leadership will be evaluated for effectiveness, efficiency, customer service, staff morale and conformance to VA directives and policy. Must be flexible and able to accomplish other duties as assigned by the supervisor.

Employee keeps supervisor informed when workload may exceed number of hours available to the employee. Supervision is generally limited to review of overall results on daily reports and feedback from staff and clinical teams. The Lead MSA's performance is judged in terms of overall effectiveness of the operation through broad general objectives, the adequacy and accuracy of the work, timeliness, and conformance to established procedures, policies and instructions.

Completed assignments are evaluated for technical soundness, usefulness, and conformance with VA requirements. Supervision is generally limited to review of overall results on daily scheduling reports, insurance data capture, and standards of performance as well as feedback from the clinic team to ensure mission is carried out.

APPOINTMENT SCHEDULING

Incumbent schedules outpatient appointments using Veterans Health Information Systems and Technology Architecture (VISTA) or DHCP scheduling options and VS GUI (when available). Uses established business rules to schedule appointments for Veterans. This includes clinic visits, consultations and entries into the Electronic Wait List (EWL). Complies with the mandatory training requirements for the outpatient scheduling process. In the scheduling role, the incumbent supports patient safety standards using the correct Veterans Affairs identification of all patients in accordance with VHA Directive 1907.09.

CUSTOMER SERVICE REQUIREMENTS

Employee strives to meet the needs of customers while supporting VA missions. Communicates and treats customers in a courteous, tactful, and respectful manner. Provides the customer consistent information according to established policies and procedures. Handles conflict and problems relating to the customer in a constructive and appropriate manner.

COMPUTER SECURITY

In the performance of official duties, the incumbent has regular access to electronic files containing sensitive information which must be protected under the provisions of the Health Insurance Portability and Accountability Act (HIPPA), other applicable laws, federal regulations, and VHA Policies. Incumbent is responsible for: (1) Protecting information for unauthorized release, loss, alteration , or unauthorized deletion and (2) following applicable regulations , instructions, and security agreements regarding access to computerized files and protection of access codes. The incumbent carries out other duties as requested, provides feedback and input into standard operating procedures and provides training on clinic procedures to new relief staff as necessary.

GEMS STATEMENT

Shall follow all policies and procedures to ensure compliance with all applicable environmental regulations and requirements and be good stewards of the environment through pollution prevention, waste minimization and resource conservation.

Reference

For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

Physical Requirements

Most of the work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.