Lead Medical Support Assistant

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. Experience: One year of education above high school OR 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 OR Equivalent combination of experience and education to qualify for entry level for which both education and experience are acceptable. English Language Proficiency: Must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Grade Determinations GS-7 Experience. One year of experience equivalent to the [GS-6] grade level. Some specialized experience of GS-6 are as follows, but not limited too: 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. Assignments at this level include, but are not limited to: 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: i. 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. ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. iii. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. iv. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. v. Ability to provide staff development and training. [vi.] 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). Preferred Experience: The Lead MSA coaches and mentors' employees on all aspects of the functions of the position Serves as subject matter expert and support the management information components of all care in the community related programs. Works collaboratively in an interdisciplinary coordinated care delivery model within Care in the Community. Assists 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 NIC (Non-Institutionalized Care) program services. 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. Incumbent coordinates with the VA Community Care team to review consult utilization by using various reports and communication methods to effectively support the needs of the team. Incumbent coordinates sending, receiving, and routing medical records from community vendors as needed by verifying services utilized by specialty and date of service. The incumbent is responsible for ensuring the proper disposition of VA Community Care consults assigned by making comments as appropriate and placing the consultation in the proper status. The incumbent is 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 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-7. Physical Requirements: See VA Directive and Handbook 5019. The Lead Medical Support Assistant (MSA) is a foundational role within Asheville VA Community Care department. The incumbent provides a high level of administrative and data support to our care in the community services. The incumbent's work impacts the timely administering aspect of patient care, including proper eligibility review, timely authorization, coordinating care in the community, consult management, obtaining and routing proper medical records, and customer service.