Summary This position is located at the Clement J. Zablocki VA Medical Center, Milwaukee, Wisconsin, in the Medical Information Systems Division, Benefits Management Program, Facility Access Section. Responsibilities VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf The Lead MSA is responsible for answering questions for lower graded staff relating to healthcare services in an inpatient or outpatient setting. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow. Assuring coverage of all areas of responsibility conducting ongoing reviews to ensure quality of work ensuring accurate and timely scheduling of appointments. Providing guidance to staff members, to include changes in policies and procedures distributing and balancing workload creating and maintaining employee work schedules. Orienting and providing on-the-job training for new and current employees ensuring all training requirements are met. Organizing the work structure of his/her assigned areas and acting as a liaison between MSA and staff to resolve day to day conflicts. Answers calls politely and courteously, providing what is being requested in a timely manner. The incumbent takes messages that are accurate and detailed. Attempts to clarify needs, provides direct answers and/or ensures that responses to callers are expedited. Assists other staff in answering telephone calls as to reduce wait times answers phone calls from staff to staff when the MSAs are busy and unable to do so, taking calls from clinicians or other related medical personnel. Incumbent may be assigned to any areas of the medical center to assist with telephone and reception duties will assist patient with miscellaneous needs such as directions for service needs, waiting room, etc., provide basic customer service assistance and information to patients such as directions to the clinics check in desk, other clinics. Supports cleaning and infection control in accordance with SOP or policy the employee will wipe down workstations, wheelchairs, counters, and other equipment as needed throughout the Facility Access work areas. Ensures that the east and south entrances are properly supplied with the proper personal protective equipment (PPE) to support safety guidelines and other protocols/efforts, including stocking face masks and/or wheelchairs as needed. Work Schedule: Monday-Friday 4pm-12:30am or 12:00am-8:30am Compressed/Flexible: Not available Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 05586F Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment 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 dentification 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. Qualifications BASIC REQUIREMENTS CITIZENSHIP: Must be a United States Citizen. ENGLISH: Must be proficient in basic written and spoken English. EDUCATION/EXPERIENCE: Must possess six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. OR Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) OR Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-6 LEVEL TO QUALIFY FOR THIS POSITION.GS-6 LEVEL GRADE REQUIREMENTS: Must possess at least (1) one full year of experience that is directly related to the duties of a Medical Support Assistant and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level (GS-5). For this position, experience includes, but is not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring encounter forms are completed in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing emergency and non-emergency transfers to other VA facilities or private hospitals; and performing basic eligibility, co-pays and preauthorization requirements for specific coverage (i.e., TRICARE, sharing agreements, etc.). AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. ii. Skill in communicating with individuals to obtain the desired effect, ensuring compliance with established policies and regulations. iii. Ability to provide staff development and training. iv. Ability to manage staffing requirements, manage priorities, and coordinate with staff in the unit in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work. v. Ability to review and monitor data to ensure all reports are complete and accurate. REFERENCE: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending. Education 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/. Additional Information During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
