Lead Medical Support Assistant

Summary The Lead Medical Support Assistant position is located at the VAMC in Newington Connecticut. S/He uses initiative in completing recurring assignments independently and without specific instructions - but refers deviations - problems and unfamiliar situations to the supervisor for assistance. The employee works with the staff in the in/outpatient clinic areas to ensure the activities related to the day to day care of patients is maintained. 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 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)English Language ProficiencyCandidates must be proficient in spoken and written English in accordance with 38 U.S.C.7403(f)*ExperienceNo experience required*EducationHigh school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of EducationLicensure/Certification/RegistrationNoneMay 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 Determination: Experience: One year of experience equivalent to the GS-07 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient - outpatient - or interdisciplinary settingAssignment: Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinicsThey have full responsibility for supervising at least one subordinate MSA team leader - supervisor - or equivalent administrative patient support staff in a non-VA medical inpatient - outpatient - or interdisciplinary settingAssignments at this level include - but are not limited to: evaluating the work of subordinate staffresolving complex problems to ensure patient services are metevaluating new products - equipment - and systems to make recommendations for improved operationsidentifying educational or training needsmaking final decisions on hiring selectionsevaluating performance - and taking disciplinary action when necessaryThe employee has administrative and professional responsibility for planning and directing the subordinate lead - supervisor - and MSA's activitiesResponsible for extracting and analyzing data to provide reports to senior management in support of tracking measuresFor 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 timeDemonstrated Knowledge - Skills - and AbilitiesCandidates must demonstrate [all of] the KSAs listed 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 communitySkill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staffAbility to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary settingAbility to organize work - set priorities - and delegate tasks/responsibilities in order to meet deadlinesAbility to provide staff development and trainingAbility to manage staffing requirements - manage workflow priorities - and adjust the flow of work to meet team and patient needsThis includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinicsPreferred Experience: Must be a proficient as a computer operator who is able to learn - understand - and monitor department specific software programsMust also be knowledgeable in Microsoft Office programs such as Word - Excel - PowerPoint and Outlookproficient in gathering - analyzing and reporting data as it relates to inpatient units and outpatient clinic operations Incumbent must possess knowledge of clinic processes and service in order to interact with various clinic staff membersThis incumbent must have working understanding of national performance measures and monitors - particularly in relation to no-shows - appointment cancellations - new patient scheduling - consult management and management of returning patientsReference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/Physical Requirements: The work requires some physical exertion such as prolonged periods of standing - bending - reaching - crouching - stooping - stretching - and lifting moderately heavy items such as papers - books - manuals - record boxes and boxes of computer paperComputers are used and therefore keyboarding is requiredThe work includes walking from area to area when covering other employeesApplicant may at times be exposed to stressful situations with VeteransSee VA Directive and Handbook 5019 - Employee Occupational Health Service for requirementsSee VA Directive and Handbook 5019 - Employee Occupational Health Service for requirements. Duties The incumbent works closely with the staff in the inpatient and outpatient clinic areas to ensure the direct activities related to the day to day care of patients is maintainedThe work requires knowledge of various policies and procedures relating to the business rules regarding Scheduling - Clinical Access and the proper flow of work within the team contributes significantly to the daily businessThe Lead MSA performs a variety of administrative functions associated with the scheduling of patient care for the clinical programs at VA Medical CenterThe incumbent oversees the status of work for all lower grade MSA positions working in the various clinical services makes day-to-day adjustments in accordance with established priorities - obtaining assistance from the supervisor on problems that may arise - such as backlogs which cannot be disposed of promptlyDuties include but not limited to: Provides educational sessions to train new employees in clerical process in an efficient and effective manner to ensure that clerical processes - functions and goals are understood and metUtilizes knowledge of VA policies - regulations - guidelines and process as they relate to the scheduling of patient appointments - consults - NEAR - Electronic Wait Lists - and pre-appointment clinical requirements(i.elabs - EKGs - x-rays) to ensure readiness for the patient visitMonitors clinic's Access to careMonitors ICB usage ensuring insurance is collected at time of appointments and captured appropriately by the incumbent and other scheduling staffMust keep abreast of rapidly changing regulations - directives - software patches - programs - and processes involved in the delivery of the healthcare benefits packageAssists with the clean-up of the EARR (Encounter Action Required Report) and delinquent recall reportsupports clinics regarding utilization and clinic profile management i.eset-up of clinic grids - cancel and restore clinicsScreens/receive phone calls in a courteous and timely manner - determine the nature of request and provide the information desired using privacy rules and established clinic processesPrepares correspondence and memos as neededPromotes Veteran registration for and utilization of HealtheVet (MHV)Stocks basic office supplies for the executive suiteEnters Veterans seeking emergent/urgent care - scheduling appointments accuratelyUtilizes call lists and telephones Veterans to pre-register them before their scheduled visitsIncumbent updates all patient demographicsCommunicates and interacts with patients in a manner which is appropriate to cognitive - emotional - and chronological maturation needs of the adult and/or geriatric patientAssures that all appropriate VA forms are used correctly - and regulations followedAdditional duties or tasks may be assigned by the supervisor to ensure efficient daily operations VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Work Schedule: 40 Hours a week - Full-time - 7:30am-4:00pm - ESTTelework: At Supervisors DiscretionVirtual: This is not a virtual positionFunctional Statement #: F01612 Relocation/Recruitment Incentives: Not AuthorizedPermanent Change of Station (PCS): Not AuthorizedNotifications: This position is in the Excepted ServiceNo EDRPSalary Covered by OPM LPS Pay Scale Hartford-East Hartford - CT-MAThis Position is not covered by a Bargaining UnitInterchange Agreements with Other Merit System: Employees who occupy medical or medical-related positions and were appointed under 38 U.S.C. 4701(1) or (3) [formerly 38 U.S.C. 4104 (1) and (3)] must be serving in a full-time position without time limit and have served continuously for at least one year in the other merit system to be eligible to convert to the Title 5 SystemSome exceptions to this rule may apply if you have previously acquired tenure under a Title 5 appointment.