Lead Medical Support Assistant
What you'd do
Incumbent serves as a Lead Medical Support Assistant (MSA) who is assigned to perform general Lead MSA duties within the Referral Coordination Team (RCT). The RCT consists of dedicated clinical staff and clinical support staff whose primary goal is to streamline the referral process to ensure that every Veteran has a complete picture of their care options so he/she can make the most informed care decisions and schedule their appointment in VA or the community.
Major duties
Duties may include but not be limited to: The RCI Lead MSA at this level provides advanced administrative care coordination and works independently, and closely with lower graded administrative staff answering questions and assisting with Referral Coordination Initiative outpatient services and community care healthcare services while being in direct contact with the RCI MSA supervisor. - The RCI Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage. - Performs assigned duties in a manner that promotes quality health care, outstanding customer service, and the maintenance of an environment committed to serving the veteran. Reports any backlogs and any difficulties in meeting deadlines. - Schedules appointments and manages work lists as outlined in VHA policy - The RCI Lead MSA assists the unit with complex and non-standard procedures, including clinical flow processes related to care access across multiple clinics, specialties, and/or community resources. - Contact the patient and discusses options for internal/direct VA care vs. Community Care (when eligible) when the Clinical RCT determines it is appropriate, based on clinical complexity requested. Documents the discussion in the electronic medical record. - Assignments at this level include but are not limited to: providing guidance to staff members, to include changes in policies and procedures, creating and maintaining employee work schedules; and acting as a liaison among RCI staff, patients and other interdisciplinary staff to resolve day to day conflicts. - Communicates with in-network community-based medical offices/facilities to schedule appointments and communicates with the patient and team as necessary. - Demonstrates understanding of the purpose of the Standard Episode of Care (SEOC) and applies appropriate SEOC when the admin triage tool indicates a basic level of care coordination. - 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. - The RCI Lead MSA acts as supervisor in the absence of the RCI MSA Supervisor. Work Schedule: Monday thru Friday, 0730am to 1600pm Telework: Not Available. Virtual: This is not a virtual position. Functional Statement #: 000000
What you need to qualify
Basic Requirements: Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a). Experience. No experience required. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration. None Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. 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). GRADE REQUIREMENTS: Lead Medical Support Assistant - GS-7 Experience One year of experience equivalent to the GS-6 grade level, Examples of experience may include: 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. 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. 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: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.
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