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Veterans Affairs, Veterans Health Administration LEAD MEDICAL SUPPORT ASSISTANT in Bedford, Massachusetts

Summary The Lead Medical Support Assistant (MSA) is located in the Group Practice Manager (GPM) section of the Chief of Staff office at the Bedford VA Healthcare System located in Bedford, MA. The Lead MSA provides a variety of administrative functions associated with the scheduling of patient care for the clinical programs at the VA Medical Center. Responsibilities Provides educational sessions to train new employees in clerical process in an efficient and effective manner to ensure that clerical processes, functions and goals are understood and met. Utilizes knowledge of VA policies, regulations, guidelines and process as they relate to the scheduling of patient appointments, consults, NEAR Electronic Wait Lists, and pre-appointment clinical requirements (i.e. labs, EKGs, x-rays) to ensure readiness for the patient visit. Monitors clinics Access to Care. Monitors ICB usage ensuring insurance is collected at time of appointments and captured appropriately by the incumbent and other scheduling staff. Must keep abreast of rapidly changing regulations, directives, software patches, programs, and processes involved in the delivery of the healthcare benefits package. Assists with the clean-up of the EARR (Encounter Action Required Report) and delinquent recall report; supports clinics regarding utilization and clinic profile management (i.e. set up of clinic grids, cancel and restore clinics). Screen/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes. Prepares correspondence and memos as needed. Promotes Veteran registration for and utilization of HealtheVet (MHV). Stocks basic office supplies for the executive suite. Enters Veterans seeking emergent/urgent care, scheduling appointments accurately. Utilizes call lists and telephones Veterans to pre-register them before their scheduled visits. Incumbent updates all patient demographics. Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient. Assures that all appropriate VA forms are used correctly, and regulations followed. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. Work Schedule: Monday- Friday; 7:00am-3:30pm Telework: Authorized at supervisor's discretion. Virtual: This is not a virtual position. Functional Statement #: F01612 Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized PCS Appraised Value Offer (AVO): Not authorized Financial Disclosure Report: Not required This position is in the Excepted Service. Current Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held. This position is a NAGE bargaining unit position. 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. 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. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications BASIC REQUIREMENTS. a. 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 3g.) b. Experience and Education (1) 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; or (2) Education. One year above high school; or (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. c. Certification. None required. 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. GRADE REQUIREMENTS Knowledge of Current MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities. Experience satisfying this requirement may be paid/non-paid employment as a MSA. 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). Quality of Experience. Qualifying experience must be at a level comparable to MSA experience at the next lower grade level. 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. Part-Time Experience. Part-time experience as a MSA is creditable according to its relationship to the full-time workweek. For example, a MSA employed 20 hours a week, or on a 1/2-time basis, would receive 1 full-time workweek of credit for each 2 weeks of service.In addition to the basic requirements for employment listed in paragraph 3 above, the] following [education and experience] criteria must be met when determining the grade of candidates: GS-7 Lead MSA Experience. One year of experience equivalent to the next lower grade level GS-06. Assignment. The Lead MSA oversees the status of work for all lower grade MSA positions working in their section, makes day-to-day adjustments in accordance with established priorities, obtains assistance from the supervisor on problems that may arise such as backlogs which cannot be disposed of promptly. The incumbent is able to resolve workplace issues, simple informational Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below: 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 utilizes 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 in order to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. 5. Ability to provide staff development 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 demonstrating an understanding of the impact of incomplete work across multiple clinics. References: VA Handbook 5005/117 Part II, Appendix G45 The full performance level of this vacancy is GS-07 Physical Requirements: Work is sedentary but also demands standing, walking, bending, twisting, and carrying light items. Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations. Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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: 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: Additional Information 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 to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.