Summary The Lead Medical Support Assistant is a highly specialized position and performs multiple duties. The incumbent may serve as a Clerk in VA Community Care. Important interfaces and collaborations also occur with larger health care providers including VA and Non-VA specialists, hospitals, diagnostic and treatment facilities, and community-based programs. The incumbent will act in the capacity of liaison/expeditor between patients, clinical staff, specialty staff, and ancillary services. Responsibilities Incumbent is responsible for the proper and timely treatment of patients and maintains appointment schedules for one or more Non-VA Medical Care Processes. The incumbent will process a large variety of non-VA Medical services and will be required to investigate scheduling availability when arranging Veteran medical care with a mix of VA and non-VA medical care providers. The incumbent will notify his/her supervisor when the required health care delivery is outside established performance guidelines or if an individual patient cannot be scheduled within mandated VA timeframes and/or by the patient's desired date. He/she will work with the team to reinforce the plan of care by entering appropriate information into the electronic record (when directed) and through monitoring pre-appointment requirements to assure readiness for patient episode of care (e.g., X-ray, lab work). The incumbent is responsible for monitoring and managing the workflow of the VACC service. This includes all non-VA medical care functions. The LSMA will serve as a backup fund control point clerk to augment the stability of the budget function in periods of reduced staffing. The incumbent will schedule appointments in accordance with current established VA/VHA Directives, Handbooks, policies, and procedures. The Advanced MSA processes patient care requests in conformance with the Mission Act and other Non-VA Medical care processes. The incumbent will daily review active/pending consults, Wait List, and Recall List reports for accuracy and disposition. All appointments will be made with the patient's input or VA SOPs for Mission Act and other non-VA medical care processes. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or non-VA medical care providers whenever possible. The incumbent is responsible for notifying the supervisor or other appropriate clinical staff if scheduling instructions are contrary to current established VA/VHA Directives, Handbooks, policies, and procedures. Scheduling instruction conflicts which cannot be appropriately resolved individually must be elevated to the MSA's supervisor. The LMSA supports patient safety standards using the correct Veterans Affairs identification of all patients with two forms of identification, name, and full Social Security Number. The patient may also present the Veterans Identification Card (VIC) for identification. He/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. The LMSA explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. He/she collects, scans, and updates health insurance information serving a significant role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third party insurance. The incumbent may also be required to train other MSA levels on the Insurance Capture Buffer (ICB) process. The Advanced MSA updates Veterans' demographic information using the Vet-Link software system. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by scanning the documents into the records. The incumbent will also perform the scanning duties and will be asked to train other MSAs on the process. The incumbent fully participates in the daily Method Equipment Supplies and Staff huddles and other team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the patient/workflow and sequencing of the work to meet team and patient needs. Work Schedule: Monday - Friday, 08:00am - 04:30pm Telework: Ad-hoc Virtual: This is not a virtual position. Functional Statement #: 55793F Relocation/Recruitment Incentives: Not Authoirzed 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: 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). Experience. No experience required. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration. None Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). 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: Experience. One year of experience equivalent to the GS-6 grade level. 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: Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Skill in communicating with individuals in order to obtain the desired effect, ensuring compliance with established policies and regulations. Ability to provide Staff development and training. Subject matter expert in matters relating to MISSION ACT, HSRM, and TPA Issues. Ability to review and monitor data to ensure all reports are complete and accurate. Advanced knowledge of medical terminology due to the technical nature of language utilized by physicians 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 work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds. 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.
