Lead Medical Support Assistant

This position is located in the Health Administration Service (HAS) at the VA Northern Indiana Healthcare Medical Center. The Lead Medical Support Assistant (MSA) position serves as the Lead Clerk for all MSA staff and is a foundational role within the VHA.

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.
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
• Experience: Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position OR
• Education. High School Diploma with desire for some post high school education TRANSCRIPTS REQUIRED;OR
• Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. TRANSCRIPTS REQUIRED

Grade Determinations: GS-07

• Specialized Experience: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for the patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple Vas or those who have care in the community) and bringing to the attention of the provider.

• Demonstrated Knowledge, Skills, and Abilities: Candidates must also demonstrate all of the knowledge, skills, and abilities 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/.

Physical Requirements: The majority of work is performed In an office setting, primarily while seated. The position requires some standing, ambulation, bending, and carrying of items such as training manuals. The Advanced MSA Is required to sit for long periods of time at a computer
terminal typing data while having face to face contact with Veterans and answering the telephone. In addition, there can be increased stress due to the Intensity-of a patient/customer complaint or concern.

Responsibilities:

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo

Duties include, but are not limited to:

• Responsible for the coordination of MSA assignments and workflow found in an interdisciplinary unit
• 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
• 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
• 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
• Coordinate efforts to ensure all aspects of duties are accomplished efficiently, timely, and correctly
• Meets the needs of customers while supporting the Medical Center and Service missions. Consistently communicates and treats customers (patients, visitors, volunteers, and all Medical Center staff) in a courteous, tactful, and respectful manner
• Provides the customer with consistent information according to established policies and procedures
• Handles conflict and problems in dealing with the customer constructively and appropriately

Work Schedule: 8:00 AM - 4:30 PM, Monday - Friday
Telework: Not Authorized
Virtual: This is not a virtual position.
Functional Statement #: 92487-0
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

Salary : $52,201