Lead Medical Support Assistant-Mental Health Integrated Clinical Community
What you'd do
The Lead Medical Support Assistant (MSA) is located in the Mental Health Integrated Clinical Community (MH ICC) at the St. Cloud VA Health Care System and is the first administrative point-of-contact for Veterans, family members, and other visitors contacting the MH ICC. This position provides lead-level administrative support to clinical staff members and Veterans, in addition to overseeing the daily clerical functions of scheduling for all Outpatient Mental Health areas.
Major duties
Communication - Expertly develops and maintains effective and efficient communication with Veterans, outside agencies, all VA staff, and other customers. - Communicates with Veterans and provides information necessary to resolve complaints, including complex or sensitive complaints escalated from other MSA staff. - Participates in, and independently leads or follows up on, team huddles/meetings, sharing information and collaborating with the medical team to assure continuity of care. - Expert knowledge to access and interpret reports for clinic utilization (scrubbing clinic schedules to ensure appropriate scheduling), Access databases, consults, tracking scheduling attempts and consult scheduling, and other reports as they become available. - Serves as the main point of contact for Secure Messages sent to assigned teams; fulfills requests directly or forwards to appropriate staff for follow-up and completion. - Runs the LAMSA report for all BHIP teams and other teams within the MH ICC, monitoring completion and following up with AMSAs as needed. AMSAs remain responsible for their individual LAMSA emails/actions. - Advises and trains MSA and Advanced MSA staff on how to handle problems and complaints as they arise; keeps the Supervisory MSA advised and obtains assistance as needed. - Advanced knowledge of non-violent crisis intervention and anger de-escalation; serves as a resource to other staff on these techniques. Administrative and Operational - Uses VSE GUI, VISTA, CPRS, VEText, CTM, Outlook e-mail, OneNote, and other computer systems and daily office operations. - Files, maintains, and secures medical records as appropriate and in accordance with the Health Insurance Portability and Accountability Act of 1996 (HIPAA). - Responsible for running reports and for directing distribution, tracking, and follow-up on outstanding or incomplete consults, orders, messages, and appointments. - Enters and reviews information in the electronic medical record for accuracy and completeness. - Provides expert-level management of scheduling and receipt of consults across the MH ICC. - Facilitates release of information requests. - Processes incoming and outgoing materials, such as correspondence, reports, memoranda, and other written communication. - Set deadlines and priorities for MSA staff, adjusting workflow to help meet deadlines and cover gaps in staffing. - Prepares agendas, records, and publishes minutes, and follows up on meeting actions. - Obtains and monitors the use of services, supplies, and/or equipment for the office. - Coordinates with the interdisciplinary team to review clinic utilization and identify scheduling process improvements. - Works with teams to reinforce the plan of care and self-help solutions. - Participates in and provides expert input on problem-solving for operational issues and procedures in meetings. - Expert knowledge of the technical health care process relating to access to care. - Trains new and current employees and serves as a subject-matter resource for less experienced MSA and Advanced MSA staff. - Processes all health care providers' orders accurately, identifying priority of STAT versus routine orders and taking appropriate action by notifying responsible personnel or services; seeking clarification of orders when appropriate. - Receives and responds to unclear inquiries concerning a variety of medical, personnel, and administrative matters; determines the general nature of the inquiry and independently responds to administrative questions. - Makes calls to coordinate information and actions relating to Veteran care and services; relays information and requests between Veterans and the treatment team. - Manages and oversees VISTA grids, including but not limited to restoring and closing clinics. - Understands how to handle a suicide call and serves as a resource/trainer to other MSA staff on crisis-call protocols. - Pre-registers Veterans, verifying and updating demographics and insurance information. - Follows HIPAA rules; ensure data is shared with others only on an as-needed basis and that no discussion of Veterans occurs in halls or off-station. - Assists in training new or less experienced employees and provides ongoing mentorship. - Distributes and balances daily workload among assigned MSA staff based on volume and staff availability. - Runs daily reports for MSA staff, monitoring for accuracy and following up on discrepancies or outstanding items. - Serves as first-line resource for MSA staff questions before escalation to the Supervisory MSA. - Handles issues at the lowest level and resolves them in a timely manner. - Performs the full range of basic MSA duties as a back-up when needed. Work Schedule: Monday-Friday 8am-4:30pm Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
What you need to qualify
Medical Support Assistant Basic Requirements: a. Citizenship: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance to 38 U.S.C. § 7407(a). b. Experience. None. c. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. d. Licensure/Certification/Registration. None. e. 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. NOTE: This provision is not intended to regularize appointments/placements. f. Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. g. Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. h. English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). GRADE DETERMINATIONS. In addition to meeting the Basic Requirements, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below. Lead Medical Support Assistant, GS-07 Experience. One year of creditable experience equivalent to the next lower grade. Demonstrated Knowledge, Skills, and Abilities (KSAs): Candidates must demonstrate all of the KSAs below: Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Ability to collaborate and communicate with a wide range of medical clinicians across multiple disciplines (e.g., medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met. Ability to independently set priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. Ability to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns. AND Lead Medical Support Assistant, GS-07. 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. 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. References: Chief Human Capital Officer (OCHCO) website for VA specific qualification standards: VA Qualification Standards - Office of the Chief Human Capital Officer (OCHCO). The full performance level of this vacancy is GS-7 Preferred Experience: Mental Health, leadership, customer service. Physical Requirements: The position requires no special physical demands, but will require some physical effort such as standing, walking, bending, and sitting. 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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