Summary This position is located under the Health Administration Service at the C.W. Bill Young Department of Veterans Affairs Medical Center. The Lead Medical Support Assistant continuously embraces and supports the mission, vision, and values of the VA Healthcare System. Responsibilities Must demonstrate knowledge of standard and business English usage and proper formatting of formal correspondence in response to inquiries, reports, audits, etc. Incumbent must have managerial skills with a high degree of aptitude in oral presentation, written communications as well as a sound mathematical base to perform assignments. Organizes and implements quality assurance monitors; prepares a wide variety of administrative reports and documents; assists supervisor in planning and administering systematic review of operations; conducts fact finding surveys; assists in personnel matters such as submission of proper paperwork, informing supervisors of employee performance problems. Assists supervisor in formulating plans; developing policies; evaluating operations and developing procedures. Provides comprehensive training for all users of systems; works with supervisor to analyze and resolve ADP problems; provides problem trend data and proposes solutions. Prepares and maintains applications, placing hardware, and integrating innovations, generates patient workload reports for validation and monitors activity in clinics to assure consistent and accurate reporting. Coordinate with the supervisor for organizing and scheduling all mandatory training and education of all staff to include the CBOC and Outpatient Clinic administrative personnel. Reviews work in progress or upon completion and spot checks work as deemed necessary to assess the quality and quantity of work produced by each employee. Assists the supervisor with informing the employees about the policies, procedures and practices of management as they relate to the work areas. Responsible for recognizing, analyzing, and recommending solutions for efficient management of patient processing care activities. Conducts patient interviews, observes workflow, guides patients through hospital system, makes referrals, provides follow-up, documents complaints and suggested resolutions to proper officials; conducts patient satisfaction surveys; analyzes and reports on survey results; offers recommendations to supervisor; functions as source of information to public on VA and hospital policies. Responsible for gathering, entering and updating demographic, employment insurance, and income information into Veterans Integrated Software Technology Architecture (VistA). Enrollment System Redesign (ESR), and other related programs. Responsible to process electronic applications and/or determine eligibility and schedule appointments for Veterans on the New Enrollee Appointment Request (NEAR) report. Serves as a resource regarding eligibility issues for Health Care System staff, Veteran Service Organization representatives, and other requesting organizations, Routinely conducts outreach events at different locations. Assists supervisor conducting ongoing reviews to ensure quality of work and that staff are compliance with Scheduling Directive, Patient Information (PCIM), Insurance Capture, Pre-Registration, Open Encounter Management. Work Schedule: Monday - Friday 8:00am-4:30pm. Functional Statement #: 21891F 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 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. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Experience and Education. (1) Experience. Six months 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; OR (2) Education. One year above high school; OR (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Certification. None required. Grade Determinations: GS-07 Lead Medical Support Assistant. Experience: One (1) year of experience equivalent to the next lower (GS-06) grade level. Experience at this level is as follows: Providing specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources; recommending changes to existing clinic procedures based on current administrative guidelines; expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model; coordinates with the patient care team to review clinic appointment availability to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics and makes adjustments as necessary; develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams , VA medical centers, and other agencies; assisting with communications during the inpatient to outpatient discharge; communicating with non-VA medical facilities; preparing correspondence to notify patients of normal lab results; managing a system for follow-up care such as consults, tests, etc. GS-07 level Knowledge, Skills, and Abilities: In addition to the required experience, candidates must demonstrate the following Knowledge, Skills, and Abilities at the GS-07 level: 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. 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: 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 physical demands of the work are generally minor. The work is primarily sedentary (6-8 hrs.) although, there is some walking (1 hr.), bending (1hr), and carrying of bulky files (1-10 lbs.) and some extended periods of standing (2 hrs.). The work is performed in an office setting which adequately lighted, heated and ventilated. Education There is no substitution of education at the GS-07 Grade Level. Additional Information Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. 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.
