Lead Medical Support Assistant (Training)

U.S. Department of Veterans Affairs; St. Louis (MO); On-site; USD 55,000 - 72,000; Full time

Job summary

The Lead Medical Support Assistant (LMSA) in the Health Administration Service (HAS) Training Department provides administrative support, staff guidance, and training on VHA scheduling directives, clinic workflows, and patient access. The LMSA develops training materials and delivers classroom instruction.

Note: The 2-page Resume requirement does not apply to this occupational series. For more information refer to Required Documents below.

Qualifications

• United States Citizenship required; non-citizens may be appointed when qualified citizens cannot be recruited.
• Education: High school diploma or GED or proficiency certificate.
• English language proficiency: proficient in spoken and written English.
• Grandfathering provision applies to current VA employees in this occupation.
• KSAs include advanced medical terminology and a wide range of clinical flow processes; strong communication across interdisciplinary teams.

Responsibilities

• Create and maintain employee work schedules.
• Ensure coverage across all areas of responsibility.
• Provide guidance to staff members.
• Interact with difficult customers with tact and diplomacy.
• Screen and answer phone calls courteously and promptly.
• Train staff on VHA Scheduling Directives and scheduling responsibilities.
• Review active and pending consults daily.
• Support clinic access contingency planning by adjusting appointments.

Skills

Medical terminology

Clinical workflow knowledge

Communication skills

Team coordination

Staff development

Staffing management

Training delivery

Time management

Education

High school diploma / GED

Job description

Summary

The Lead Medical Support Assistant (LMSA) assigned to the Health Administration Service (HAS) Training Department provides administrative support - staff guidance - and training on VHA scheduling directives - clinic workflows - patient access - and related medical support functions. The LMSA develops training materials and delivers classroom instruction. NOTE: The 2-page Resume requirement does not apply to this occupational series. For more information - refer to Required Documents below.

Summary

The Lead Medical Support Assistant (LMSA) assigned to the Health Administration Service (HAS) Training Department provides administrative support - staff guidance - and training on VHA scheduling directives - clinic workflows - patient access - and related medical support functions. The LMSA develops training materials and delivers classroom instruction. NOTE: The 2-page Resume requirement does not apply to this occupational series. For more information - refer to Required Documents below.

Qualifications

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
• 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)
• Grandfathering Provision: Employees in VHA in this occupation - under a permanent - appropriate - and legal placement on the effective date of the qualification standard - are considered to have met all qualification requirements for the grade and/or assignment held - including positive education and registration/certification where applicable
• For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed - the following provisions apply: Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard
• Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation
• Grade Determinations: GS-7 Lead Medical Support Assistant Experience: One year of creditable experience equivalent to the next lower grade (GS-6)
• 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
• 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/
• This position is above the full performance level
• Physical Requirements: The work required does not inherently include any physical requirements essential for successful job performance that could not otherwise be performed with accommodation or workplace adjustment
• A pre-placement physical examination is not required.

Duties

• Creating and maintaining employee work schedules
• Assures coverage of all areas of responsibility
• Providing guidance to staff members
• Engages with difficult customers with a high degree of tact and diplomacy
• Screen and receive phone calls in a courteous and timely manner
• Train staff on requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities
• Reviews active/pending consults daily
• Assists with clinic access contingency plans by adjusting appointment times - location - or dates
• Validate and update patient demographic information
• Train staff on clinic efficiency and patient workflow and will conduct ongoing reviews to ensure quality of work
• Teach how to monitor and make work assignments - provide input on performance - resolve daily workplace issues - and maintain efficient workflowAnnotate training records and conduct training with developed timelines
• Deliver instructor‑led training sessions in a classroom setting
• Work Schedule: Full-Time - 0730-1600 Telework: Not Available Virtual: This is not a virtual position
• Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized