Summary The Lead Medical Support Assistant is a foundational role within CITC (Care in the Community). As a Lead Medical Support Assistant with the Care in the Community department impacts the timely administering aspect of patient care such as proper eligibility review, timely authorization, scheduling, consult management, wait list management (Veterans Choice List & Electronic Wait List, obtaining & routing proper medical records, distributing & managing workload for MSA's & customer service. Responsibilities VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Major Duties include but are not limited to: Works collaboratively in an interdisciplinary coordinated care delivery model within Care in the community. Assist Veterans by explaining community programs, coordinating their care in the community through various avenues, and providing customer service to be the patient's liaison between the VA Medical Center and the community provider. Performs a variety of administrative functions associated with patient care and treatment for Care in the Community services which include inpatient, outpatient, and/or GEC program services. Employee must acquire knowledge of internal organizational procedures, knowledge of various facility services, multiple computer software systems, VA acronyms and abbreviations. Creates and issues authorizations for approved care, assists with vendor location when needed, and resolves barriers to obtain care in the community to avoid patient care delay. Coordinates with the Care in the Community team to review consult utilization by using various reports and communication methods to effectively support the needs of the team. Coordinates sending, receiving, and routing medical records from community vendors as needed by verifying services utilized by specialty and date of service. Responsible for ensuring the proper disposition of Care in the Community consults assigned by making comments as appropriate and placing the consultation in the proper status. Responsible for accurate appointment management and the coordination of all administrative information between the community care vendor and the Veteran. This includes scheduling appointments, data entry, administratively managing consultation requests and the electronic waiting list. Supports patient safety standards using the correct Veterans Affairs identification of all patients using two forms of identification, name and full Social Security Number. Demonstrating a caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. Screen and receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established Care in the Community processes. Responsible for ensuring that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents utilizing established procedures to the scanning unit location. Ability to interpret and communicate requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities and assist in training others. Independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Plan and carry out successive steps of work assignments and independently handles scheduling problems and deviations based on personal knowledge of clinic operations and policy, schedules, and provider's preferences. Coordinate efforts to ensure all aspects of duties are accomplished efficiently, timely, and correctly. Incumbent(s) plans and carries out the day-to-day operation of the office independently utilizing initiative to resolve problems. Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative clinical staff or difficulty in securing information from the clinicians and or records. Maintain the confidentiality of information obtain to carry out required duties. Work Schedule: Monday - Friday, 8:00 AM - 4:30 PM Telework: Not available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Requirements Conditions of Employment 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 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 2-year probationary 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 probationary 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: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience: Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position. English Language Proficiency: Must be proficient in spoken and written English. Grade Determinations: GS-7 Lead Medical Support Assistant. Specialized Experience: In addition to the basic requirements, to qualify for the GS-7 grade level requires a minimum of one (1) year experience at the next lower grade level (GS-6). Equivalent experience includes: Assigning daily workload assessments and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. Assisting 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. 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; acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. In addition, you must have experience which demonstrates the following knowledge, skills and abilities:1. 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.2. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.3. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.4. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff.5. Ability to provide staff development and training.6. 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 Healthcare Call Center experience Customer service and phone etiquette Experience with consults and referrals References: VA Handbook 5005/117, Part II Appendix G45, Medical Support Assistant http://vaww.va.gov/ohrm/Directives-Handbooks/Documents/5005.pdf The full performance level of this vacancy is GS-7. Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability. Education There is no educational substitute for this grade level. 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 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. Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments. 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.
