Lead Medical Support Assistant

The Lead, Medical Support Assistant (MSA) functions within the office of Community Care to perform a full range of duties related to eligibility, preferences, scheduling, provider interaction, and DME. The primary function of the Lead, MSA is to support the consult teams, by using an interdisciplinary coordinated care delivery model. VA Careers • Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties to include but not limited to the following: Collaboratively with the nurses, consult teams, and medical administration for all patient coordination of care issues. It is a complex role requiring a global understanding of VA policies, independent decision-making, and multidisciplinary collaboration. Demonstrates exceptional interpersonal communication skills and work collaboratively with medical center programs, services, and multidisciplinary team members in providing accessibility to care and in meeting patient care needs, both clinical and administrative. Utilizes a global knowledge base to provide timely and appropriate telephone caller referral and/or problem resolution. Serves as the coordinator of incoming telephone calls, receiving a wide range of inquiries, utilizing "administrative" systems knowledge to identify patient/caller needs, practicing independent decision-making, coordinating care needs, assist in scheduling appointments and directing problem resolution as appropriate. Articulates and communicates to the team assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and time frames for completion. Directs the team in determining the nature of the call and assisting with communicating needs, referring the call to the appropriate clinical or administrative personnel, utilizing computer technology to ensure continuity of care through accurate patient information, communication, and documentation. Oversees a large portion of calls received will include assisting patients/callers with various needs requests. The knowledge base will include the ability to actively read and understand the needs of the Veteran or provider about their authorization process through CPRS (Computerized Patient Record System), HSRM (HealthShare Referral Manager), and PPMS (Provider Profile Management System), and to educate callers to on the process of Community Care authorization process. Trains and/or arranges orientation is provided for Advanced MSA's as assigned by the supervisor and/or program manager. Monitors agents work with the nurses and administrative personal to ensure symptomatic calls are routed correctly. Anticipates problems, attempts to prevent their recurrence, brainstorms solutions to problems and recommends changes for program improvement when indicated through discussion with their peers, supervisor, and program manager. Active participation may be required, through various duties as assigned, multidisciplinary program meetings, direct interaction with their supervisor and program manager, and development and implementation of program procedures, goals, and objectives. Work Schedule: Monday thru Friday 7:30 am • 4:00pm Telework: Ad Hoc; as determined by the agency policy Virtual: This is not a virtual position. Functional Statement #: 03939F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized 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. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Foreign Education. To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials 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). 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:(1) 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.(2) 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 re entry to the occupation. NOTE: This provision is not intended to regularize appointments/ placements. Grade Determinations: GS 7 a) Experience. One year of creditable experience equivalent to the next lower grade. AND b) Knowledge, Skills, and Abilities (KSAs). In addition to meeting the experience above, the candidate must demonstrate the following KSAs: (a) 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. (b) Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. (c) Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. (d) Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. (e) Ability to provide staff development and training. (f) 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: Community Care Experience 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: This position requires visual acuity, keen hearing, clear distinctive speech, and manual dexterity. This position requires potentially long periods of continued walking, standing, stooping, sitting, bending, pulling, and pushing. Must be able to lift at least 45 pounds. Transferring patients and objects may be required. The incumbent may be exposed to infected patients and contaminated materials and may be required to don protective clothing in isolation situations or operative/invasive procedures. The incumbent may occasionally be exposed to patients who are combative secondary to delirium, dementia, or psychiatric disorders. The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations, able to shift priorities based on patient needs. You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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. 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. 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/.