Lead Medical Support Assistant
What you'd do
This position is located at the Clement J. Zablocki VA Medical Center, Milwaukee, Wisconsin, in the Medical Information Systems Division, Benefits Management Program, Facility Access Section.This position is located at the Clement J. Zablocki VA Medical Center, Milwaukee, Wisconsin, in the Medical Information Systems Division, Benefits Management Program, Facility Access Section.
Major duties
The 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, and maintains efficient workflow. Assuring coverage of all areas of responsibility conducting ongoing reviews to ensure quality of work ensuring accurate and timely scheduling of appointments. Providing guidance to staff members, to include changes in policies and procedures distributing and balancing workload creating and maintaining employee work schedules. Orienting and providing on-the-job training for new and current employees ensuring all training requirements are met. Organizing the work structure of his/her assigned areas and acting as a liaison between MSA and staff to resolve day to day conflicts. Answers calls politely and courteously, providing what is being requested in a timely manner. The incumbent takes messages that are accurate and detailed. Attempts to clarify needs, provides direct answers and/or ensures that responses to callers are expedited. Assists other staff in answering telephone calls as to reduce wait times answers phone calls from staff to staff when the MSAs are busy and unable to do so, taking calls from clinicians or other related medical personnel. Incumbent may be assigned to any areas of the medical center to assist with telephone and reception duties will assist patient with miscellaneous needs such as directions for service needs, waiting room, etc., provide basic customer service assistance and information to patients such as directions to the clinics check in desk, other clinics. Supports cleaning and infection control in accordance with SOP or policy the employee will wipe down workstations, wheelchairs, counters, and other equipment as needed throughout the Facility Access work areas. Ensures that the east and south entrances are properly supplied with the proper personal protective equipment (PPE) to support safety guidelines and other protocols/efforts, including stocking face masks and/or wheelchairs as needed. Work Schedule: Monday - Friday 4:00pm - 12:30am or 12:00am - 8:30am Compressed/Flexible: Not Available. Telework: Not Available. Virtual: This is not a virtual position. Functional Statement #: 05586F Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. PCS Appraised Value Offer (AVO): Not Authorized.
What you need to qualify
United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. English: Must be proficient in basic written and spoken English. Education/Experience: Experience. No experience required. Education: Must possess a High School Diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. 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). IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION. GS-6 LEVEL GRADE REQUIREMENTS: SPECIALIZED EXPERIENCE: Must have one (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-5, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Experience at this level includes, but is not limited to: Advising clinical staff on current administrative processes. Answering phones, greeting patients, relaying messages to appropriate staff inside or outside of the unit, scheduling, canceling, re-scheduling patient appointments and/or consults including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Entering no-show information; monitoring appointment requests from multiple electronic sources; participating in huddles with other MSAs and/or clinic staff to determine the daily needs of the clinic, monitoring both inpatient and outpatient appointments in areas of responsibility; verifying and updating demographics and insurance information when patients check-in for appointments. Coordinates administrative functions relating to emergency and non-emergency transfers to other VA facilities or private hospitals and determines appointment type based on the patient's eligibility status (i.e., TRICARE, sharing agreements, collaterals, research patient, VA employee, etc.). AND KNOWLEDGE, SKILLS, AND ABILITIES: You also must demonstrate the following KSAs: KSA-1. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. KSA-2.Skill in communicating with individuals to obtain the desired effect, ensuring compliance with established policies and regulations. KSA-3. Ability to provide staff development and training. KSA-4. 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. KSA-5. Ability to review and monitor data to ensure all reports are complete and accurate. 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-06. Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.
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