Lead Medical Support Assistant

The Northern Arizona VA Health Care System is seeking a highly energetic candidate to fill the Lead Medical Support Assistant vacancy within the Community Care Service. Ideal candidate's resume will articulate exceptional skills in customer service with the ability to identify customer concerns and ensure overall customer satisfaction and resolution, ability to operate computerized programs, and scheduling of appointments. VA Careers • Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs Total Rewards of a Allied Health Professional Major duties include, but are not limited to: The incumbent is able to independently manage position responsibility with little to no supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Distributes and balances the workload amongst employees in accordance with established work flow and job specifications, and assures timely completion of assigned work. Monitors and ensure progress of work and makes necessary adjustments according to established priorities. Aware of and can estimate and report on when work will be completed. Gathers data and provides summaries and reports on service workload, clinical activity, consult processing and scheduling of appointments timeliness. Closely monitors on an on-going basis the current status of various aspects of the CMC performance. Tracks production and initiates changes to process and/or flow to meet quality and timeliness standards and keeps leadership and management apprised. Serves as a member of the integrated administrative and clinical team within the local Community & Managed Care Service Line, as outlined by the Office of Community Care Operating Model. This integrated team manages the Veteran's episode of care in the community. Monitors daily staffing levels and ensures equal distribution of workload/coverage on a daily basis. Collaborates, communicates, sets priorities, and organizes the work in order to meet deadlines, ensuring compliance to established processes, policies and regulations. The incumbent assists the Community Care Supervisor, RN Nurse Manager and/or Service Line Manager with developing action plan to address efficiency and productivity and contingency plans for data/input/transmission. Closely monitors the processing of consults from referral to closure to ensure compliance to requirements for quality and timeliness. The incumbent is responsible for identifying backlogs in workload and potential procedural problems by observation/monitoring of the activities of administrative staff and brings them to the attention of the Supervisor and/or Service Line Manager. This is measured by observation, spot-check, employee reports and/or other reporting mechanisms. The incumbent will extract, compile and provide weekly, monthly and quarterly reports within established time frames and report to the supervisor. Incumbent will perform spot checks to ensure that all administrative staff are processing consults following Office of Community Care procedures and guidelines. Ensuring appropriate authorizations are entered if required utilizing the established tools, correct verbiage, Fund Control Point (FCP)/Obligation number and cost estimation. Provides clarification of policies and procedures set by the Service Line Manager and/or direct supervisor to staff physicians, staff and others, referring to the supervisor and/or the Service Line Manager only those matters requiring specific judgment or technical expertise. Develops, maintains and updates library of finalized Standard Operating Procedures. As Lead, the incumbent checks on work in progress, spot checks and reviews completed work to ensure compliance to the community care requirements and policies. The incumbent ensures employees are following prescribed processes, procedures, methods and that deadlines are met. Completes multiple assignments varying in degree of difficulty to ensure patient needs are met, reducing internal transfers, and reducing barriers to unnecessary delays and patient care diversions. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by ensuring medical records are scanned and indexed timely and accurately. Incumbent will screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. The incumbent will perform recurring audits on suspended claims to ensure authorizations are created for all approved services and then ensure timely rerouting of these claims for processing and payment. The incumbent instructs employees in specific tasks and job techniques and makes available written instruction, reference material and supplies. This includes creating the training material and standardized operating procedures used to train staff. Work Schedule: Monday through Friday, 8:00am to 4:30pm (Tour may be subject to change based on needs of the facility). Telework: Not Authorized Virtual: Not Authorized Relocation/Recruitment Incentives: Not Authorized Functional Statement #: 00000 Permanent Change of Station (PCS): Not Authorized 30 Day Hiring Model Cont... What Applicants Can Expect: Expedited Candidate Review Once the announcement closes, Human Resources will quickly review applications, issue certificates of eligible candidates the day after the announcement closes and refer applicants for hiring manager consideration. Quick Interviews & References HR may arrange interviews and will request references within 3-5 days after being referred to the hiring manager. Streamlined Pre-Employment Requirements: Following a tentative offer, applicants should be prepared to complete required steps, such as fingerprinting and background check, credentialing, and medical examination within 3 days of the offer. Clear and Timely Communication: Applicants will receive clear communication at key milestones, including referral, tentative offer, and onboarding instructions. 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: 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 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 Determinations: GS-7 Lead Medical Support Assistant. Experience. One year of experience equivalent to the GS-6 grade level. 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. 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. In addition, you must have experience which demonstrates the following knowledge, skills and abilities: 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-07. The actual grade at which an applicant may be selected for this vacancy is a GS-07. Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment physical evaluation/examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. 30 Day Hiring Model The Department of Veterans Affairs is implementing a streamlined 30-Day Hiring Model designed to accelerate hiring while maintaining the highest standards of merit-based selection. This improved process reduces traditional hiring timelines by integrating early coordination, faster assessments, and efficient pre-employment actions. Applicants can expect a more transparent, predictable, and efficient hiring journey from announcement to entry on duty. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.