Lead Medical Support Assistant

About the role

This position is located within the Veterans Health Administration (VHA), VISN 7, VA Augusta Health Care System (VAAHCS), serving as the Lead Medical Support Assistant (Non-PACT) for either the Emergency Department (ED) and the Inpatient Ward Department. The Lead MSA serves as the lead clerk for all MSAs in these high-acuity, fast-paced clinical environments and is responsible for carrying out a wide variety of administrative and technical duties in direct support of patient care operations. 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: Applicants appointed to direct patient care positions must be proficient in spoken and written English. Experience: Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; or Education: A high school diploma with desire for some post high school education OR Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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: 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.] 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. 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. Grade Determinations: One year of experience equivalent to the [GS-6] grade level. Preferred Experience: Demonstrated experience providing leadership, guidance, or daily direction to MSAs or AMSAs. Experience assigning, balancing, and monitoring workload, including managing coverage during absences or high volume periods. Skill in training, mentoring, onboarding, and conducting competency checks for administrative staff. Strong communication skills with clinical providers, nursing, leadership, and administrative departments. Familiarity with ICB Insurance Capture Buffer system. Experience in scheduling, encounter resolution, and ensuring compliance with VHA scheduling policies. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is 7. Physical Requirements: The work of this position is primarily sedentary in an office setting, primarily while seated working closely with others or alone. There may be some walking, standing, bending, kneeling, lifting no more than 35 pounds, reaching above shoulder, driving an automobile, etc. The work environment typically involves everyday risks or discomforts which require normal safety precautions typical of a medical office and/or meeting or training room.

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