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The Lead Medical Support Assistant (MSA) position serves as the Lead Scheduler for the Referral Coordination Team. The RCT consists of dedicated clinical staff and clinical support staff whose primary goal is to streamline the referral process to ensure that every Veteran has a complete picture of their care options so he/she can make the most informed care decisions and schedule their appointment in VA or the community. RCT Lead MSAs will schedule VA new patient/consult appointments and assist with community care appointments as needed based on Veteran eligibility and preference in a timely manner.
The incumbent must have a solid understanding of the duties required for internal VA scheduling management and community care scheduling and coordination. As a front-line staff member in contact with patients, other VA staff and participating community care provider office, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate, and sensitive manner is essential when explaining procedures to veterans and family members both in person and on the phone.
The incumbent completes coordination of care encompassing VA outpatient and key community care scheduling activities to facilitate timely appointment scheduling and an enhanced Veteran experience. Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support functions to include, but not limited to appointment cycles, outside patient referrals, overbooking, and provider availability.
The incumbent provides guidance in the execution of the policies and procedures of the Department of Veterans Affairs related to scheduling, consult management, and the community care program and must maintain up-to- date knowledge of any applicable changes to them.
This role supports the various specialty services by assisting with consult management for all new referrals to the various specialties in medicine and surgical services. The Lead MSA works directly with the other members of the referral coordination team (RCT) to include RN coordinator, specialty providers, and the clinic personnel. The Lead MSA will communicate daily with members of the RCT. He/she will primarily work in a back office setting with most communication completed telephonically and electronically
Work Schedule: Monday thru Friday, 08:00 AM – 1630 PM (As determined by the Service Line)
Telework: Available; Eligible as determined by the service.
Virtual: This is not a virtual position.
Position Title/Functional Statement #:Lead Medical Support Assistant/PD050931
Financial Disclosure Report: Not required
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.
- 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.
GS-7 Lead MSA Grade Determination:
- Experience. One year (1) of experience equivalent to the GS-06 grade level.
- Assignment. 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 liaison between MSA and staff in order to resolve day to day conflicts. 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.
- Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate 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 Specialized Experience:
- Experience working on in referral coordination team.
- Medical and/or surgical specialty care scheduling experience.
- Imaging and other diagnostic scheduling experience.
- Advanced knowledge of medical terminology.
The full performance level of this vacancy is GS-07.
References: VA Handbook 5005/53, Part II, Appendix G45The full performance level of this vacancy is GS-7.
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: 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.
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.
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.
Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.
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.
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Birmingham VA Medical Center
700 South 19th Street
Birmingham, AL 35233