Lead Medical Support Assistant

About the role

The Lead Advanced Medical Support Assistant engages and monitors staff, monitors staffing matrix (clinic/unit coverage), resolves workplace issues/complaints, provider pertinent input towards performance evaluations, maintain work flow in all clinic/unit areas assigned, and assigns and assists with day to day 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: Must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Experience and/or Education: Experience. Six months of creditable 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 Education. One year of education above high school from an accredited college or university recognized by the U.S. Department of Education Experience/Education Combination. Equivalent combinations of creditable experience and education that qualify for meeting the basic requirements. 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: GS-07 Experience: One (1) full year of specialized experience equivalent to at least the next lower grade level. Specialized experience includes but not limited to: 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. Knowledge, Skills, and Abilities (KSAs): In addition to the experience described above, must demonstrate all of the following KSAs: 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. Preferred Experience: Applicants currently in a permanent assignment to a position in the GS-0679 series at the GS-06 grade level will be considered best qualified. 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-07. Physical Requirements: The majority of the work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of light items such as papers, office manuals and office supplied. Incumbent is required to sit for prolonged period of time at a computer terminal typing data while communicating on a telephone handset or headset. In addition, there can be increased stress due to fluctuating clinic volumes and the intensity of patient/customer complaints or concerns.

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