Lead Medical Support Assistant
What you'd do
As Lead Medical Support Assistant, assigned to an Outpatient Specialty Clinic(s) or Mental Health Clinic, or Primary Care Clinics, for the Patient Administration Section (PAS) t the Charlotte HCC, Charlotte, NC, the incumbent (s) provides a high level of administrative and data support to the PAS, to include the Community Based Outpatient Specialty Clinic and Mental health Clinic, and Primary Care Clinics at the Charlotte Community Based Outpatient Clinic (CBOC) and Health Care Centers.
Major duties
The incumbent's work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using Lead clinic access principles, collecting and updating demographic and insurance information, managing the Electronic Waiting List (EWL), patient processing and customer service. Major duties include, but are not limited to: -The Lead Medical Support Assistant monitor(s) and distributes assignments for lower graded positions, may provide input on performance, resolve daily workplace issues and maintains efficient workflow. Assignments at this level include, assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure a quality work product, ensuring accurate and timely scheduling of new patient appointments, providing guidance to lower graded staff to include changes in policy and procedures, creating and maintaining employee work schedules; distributing and balancing workload, orienting and providing on the job training for new and current employees, ensuring training requirements are met, organizing the work structure of his or her area, and act as a liaison between staff and Supervisory MSA in order to resolve any day to day conflicts. Lead MSA will manage Clinic Cancellations in accordance with established directives and guidance. -lncumbent (s) will serve as subject matter expert and support the management information components of all health eligibility related programs. -Incumbent will be assigned work and/or receive training with the objective of acquiring the qualifications needed to successfully perform the duties and responsibilities of a Lead MSA. -The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. Primary Care, Specialty Clinics, Mental Health) and performs receptionist duties, customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/She must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. The Lead MSA will be required to serve in more than one Specialty Clinic area. -The Lead MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. -Other assignments at this level include but are not limited to participating in team huddles and team meetings, monitoring pre-appointment requirements to assure readiness for patient visit and or procedure (i.e., labs, Xray); notifying patient and or clinician as required if pre-appointment requirements have not been completed; reviewing appointment lists and EWL to ensure all available appointment slots are filled. -Performs other duties as assigned. Work Schedule: Monday-Friday, 8:00 - 4:30 pm Telework: Not available Virtual: This is not a virtual position. Functional Statement #: N/A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
What you need to qualify
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. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. 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: (1) 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. (2) 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. NOTE: This provision is not intended to regularize appointments/ placements. Foreign Education. To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials. 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-7 Experience. One year of experience equivalent to the GS-6 grade level. Examples of specialized experience include but are not limited to: provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery mode, work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources, recommends changes to existing clinic procedures based on current administrative guidelines, expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model, coordinates with the patient care team to review clinic appointment availability to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments necessary. Knowledge, Skills, and Abilities (KSAs). In addition to meeting the experience above, the candidate must demonstrate all of the KSAs below: 1) 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. 2) Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting 3) Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. 4) Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. 5) Ability to provide staff development and training. 6) 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. 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: The work is performed primarily in an office setting within a healthcare environment, characterized by standard office conditions such as adequate lighting, ventilation, and ergonomic workstation arrangements. The role involves prolonged periods of sitting, frequent use of a computer and telephone, and occasional standing, walking, or reaching for files or office materials. The employee may experience interruptions, shifting priorities, and regular interaction with clinical and administrative staff. Some tasks may require walking within the facility for meetings or retrieval of documents, but physical demands remain minimal.
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