Summary This position is located at the Miami VA Healthcare System Miami, FL. They work in the Community Care department in the Chief of Staff Service to coordinate the clinic utilization by using various reports, ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary staffing adjustments. They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies. Responsibilities The Lead Medical Support Assistant (LMSA) is responsible for performing a variety of technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants and other members of the medical facility who provide patient care. LMSAs are considered a chief sources of patient care and patient flow information. The position typically has responsibility for the overall coordination of clinic cancellations, clinic schedules to include appointment scheduling and changes, appointment check-ins/check-outs, consult tracking, verification of doctor's orders and treatment orders. Duties at this level include, but are not limited to: Assures coverage of all areas of responsibility Performs receptionist, customer service, patient registration, and means tests Conducts ongoing review to ensure quality of work Ensures compliance with applicable policies and procedures in scheduling directives, patient information collection management, insurance captures, pre-registration and open encounter management Ensures accurate and timely scheduling of appointments by conducting and documenting routine scheduling audits Ensures patient encounters are completed for clinics assigned by the end of each business day (no-shows and patient cancellations through AudioCare, VeText, etc.) Provides guidance to staff members to include changes in policies and procedures Distributes and balances workload Estimates and reports on expected time of completion of work and maintains records of work accomplishments and time expended. Creates and maintains employee schedules Orients and provides on-the job training for new and current employees Ensures all training requirements are met Organizes the work structure of assigned areas Acts as a liaison between AMSA/MSAs and staff to any conflicts Monitors and assign work to AMSA/MSAs Expert knowledge of basic Medical Support Assistance responsibilities. Work Schedule: 8:00 AM to 4:30 PM Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. You may be required to serve a probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Must pass pre-employment physical examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Qualifications Basic Requirements: Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). 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 3j Grandfathering Provision: 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). Certification. None Required. Grade Determinations: In addition to meeting the basic requirements for employment listed above, the following experience criteria must be met for the Lead Medical Support Assistant, GS-7. (a) Experience. One year of experience equivalent to the GS-6 grade level. (b) Assignment. The Lead MSA is responsible for the coordination of 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 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. (c) 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. Preferred Experience: At least one year experience at GS Level 6 with scheduling and customer service skills. Proficiency navigating medical system portals, Excel, Word, Outlook, and Teams is a must. References: VA Handbook 5005/117, Part II, Appendix G45, dated August 1, 2019. Medical Support Assistant Qualification Standard GS-0679. http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf this can be found in the local Human Resources Office. The full performance level of this vacancy is GS-07. Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment. Education IMPORTANT: There is no substitution of education at the GS-07 grade level. Additional Information Receiving Service Credit or 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 (TJO). Please visit the Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP), va.gov/EMPLOYEE/docs/The-Fair-Chance-to-Compete-Act.pdf for more information.