Summary Serves as the Lead Medical Support Assistant (MSA) for the Ward Administration of Nursing Service at the VA San Diego. Responsible for monitoring, coordinating daily activities of the MSAs assigned to the inpatient wards, emergency department and outpatient areas. Assures coverage and workload balance of all areas of responsibility, clinic management and quality reviews. Also a Liaison for the hospital who educates, guides, and advises services relative to the Lanterman Petris-Short (LPS) Act. Responsibilities The duties include but are not limited to: Distributes and balances workload among the assigned clerks and units. Facilitates the accurate and timely patient care coordination of inpatient units specifically Medical/Surgical/Telemetry Units/Emergency Department. Plans and carry out the assignment. Provide training to assigned staff. Responsible for Insurance Capture Buffer (ICB) accuracy. Performs admission/registration process. Resolves most of the conflicts that arise during the execution of the assigned duties. Coordinates the work with others as necessary and interpreting policy on their own initiative in terms of established objectives. Informs the Service Chief/Supervisors of any concerns that may arise in the ability to complete the assigned duties or in the case of potentially controversial matters. Communicates and treats customers (Veterans, their representatives, visitors, and all VA staff) in a courteous, tactful, and respectful manner. Protects printed and electronic files containing sensitive data in accordance with the provisions of the Privacy Act of 1974, the Health Insurance Portability and Accountability Act (HIPAA) of 1996, and other applicable laws, federal regulations, VA statutes and policy, and Veterans Health Administration (VHA) policy. Serves as the alternate Lead MSA in the Psychiatry Inpatient Program and is the Psychiatric Liaison for the Medical Center who educates, guides, and advises services relative to the Lanterman Petris-Short (LPS) Act. Initiates the processing of holds, treatments, administrative hearings, and court appearances. Responsible for the Quality Assurance of all documents initiated for those patients placed in mental health involuntary detention, under the LPS Act Welfare & Institutions Code Sections 5350 et esq., California Mental Health Laws. Serves as the communication coordinator for the team. Assures that all visitors and telephone calls are referred in a prompt and courteous manner. Ascertains the nature of the call or the business of the visitor and determines the appropriate action. Incumbent will assist with requests for information from patients and/or staff members but when the situation cannot be resolved, refers individual to the appropriate person or service. Acts in the capacity of liaison between patients, team members as well as specialty and ancillary services. Provides information and technical support on availability of services, points of contact and necessary authorizations and approvals. Obtains all key information needed and initiates administrative processing of physician orders in a timely manner. All key information must be acquired before referring the treatment orders to the nursing staff. Assignments at this level include, but are 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 action required encounters are printed to providers twice daily in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage. Performs other related duties as assigned. Work Schedule: Varies, to include weekend and holidays; Rotation from 7:30 AM to 4:00 PM, or 3:30 PM to 12:00 AM, or 11:30 PM to 8:00 AM. Recruitment Incentive (Sign-on Bonus): Not Authorized. Permanent Change of Station (Relocation Assistance): Not Authorized. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized. 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: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education: 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 Education. One year above high school; OR 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. 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. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. 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. If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Grade Determinations: In addition to the basic requirements for employment listed above, the following experience criteria must be met when determining the grade of candidates: Experience. One year of experience equivalent to the GS-6 grade level. Assignment. The Lead MSA is responsible for the coordination of MSA/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/Advanced 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 MSAs and 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. The Lead MSA in the Psychiatry Inpatient Program and is the Psychiatric Liaison for the Medical Center who educates, guides, and advises services relative to the Lanterman Petris-Short (LPS) Act. Initiates the processing of holds, treatments, administrative hearings, and court appearances. Responsible for the Quality Assurance of all documents initiated for those patients placed in mental health involuntary detention, under the LPS Act Welfare & Institutions Code Sections 5350 et esq., California Mental Health Laws. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs 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 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. Preferred Experience: Subject matter expert in Ward Administration/Emergency Department policies and procedures. Subject matter expert in ADT (Admission, Discharge, Transfers) movements. Proficient in VA electronic Health Record Systems, ie VistA, CPRS, and other patient care platforms ISS, GUI. Flexibility with work schedule. Proficient time management skills. Works independently without supervision. 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. Education Education is NOT required. 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. 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.
