Lead Medical Support Assistant

The Lead Advanced Medical Support Assistant engages and monitors staff, monitors staffing matrix (clinic/unit coverage), resolves workplace issues/complaints, provider pertinent input towards performance evaluations, maintain work flow in all clinic/unit areas assigned, and assigns and assists with day to day operations.

The Lead Advanced Medical Support Assistant successfully engages and monitors staff, monitoring staffing matrix (clinic/unit coverage), resolves workplace issues/complaints, provider pertinent input towards performance evaluations, maintains work flow in all clinic/unit areas assigned, and assigns and assists with day to day operations:

• Orienting and providing on-the-job training for new and invested employees;
• Ensure all clinic/unit areas are rounded at least twice daily;
• Distribute and monitor work assignments at beginning of shift and follow-up on progress upon completion of tasks;
• Attend daily huddles with clinic staff;
• Attend clinical service line meetings as directed;
• Ensure all admissions, transfer and discharges are completed timely and accurately;
• Ensure all paper records are scanned into the electronic health record timely and destroyed in accordance with facility policy;
• Ensure that all assigned training requirements are completed;
• Ensure timely scheduling, canceling, re-scheduling patient's appointments and/or consults;
• Pull daily reports as directed by facility management;
• Maintain flexibility with scheduling directives and Job Instruction Sheets (JIS) & updates assigned clinic/unit binders as needed;
• Function independently and use sound judgement when performing or assigning tasks;
• Delegate tasks appropriately and communicate effectively to produce desired outcomes;
• Conduct on-going reviews of quality of work for all employees assigned under your authority;
• Provider leadership that incorporates I-CARE values within the facility mission statement;
• Lead by example;
• Manage time wisely and complete tasks in a timely and efficient manner;
• Communicate well and take directions;
• Work well under pressure and use conflict resolution when deemed necessary;
• Engage, encourage and listen to all staff;
• Analyze data & work in Excel, Word, VISTA, CPRS, Power Point, Vet-Link, EDIS, ICB, BMS/White Board, & Bio-Point;
• Report issues and concerns in a timely manner to leadership for feedback and guidance.

Work Schedule: Saturday-Wednesday, 7:30 am - 4:00 pm
Telework: AD-HOC (telework on an occasional, episodic, or short-term basis) may be authorized but is not an entitlement. VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.
Virtual: This is not a virtual position.
Remote: This is not a remote position.
Functional Statement #: 94392-0
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

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.
• English Language Proficiency: Must be proficient in spoken and written English IAW VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Experience and/or Education:
  • Experience. Six months of creditable experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position.
  • Education. One year of education above high school from an accredited college or university recognized by the U.S. Department of Education.
  • Experience/Education Combination. Equivalent combinations of creditable experience and education that qualify for meeting the basic requirements.

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:

• GS-07 Experience: One (1) full year of specialized experience equivalent to at least the next lower grade level. Specialized experience includes but not limited to: participating in team huddles and team meetings to manage and plan patient care; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record; monitoring pre-appointment requirements to assure readiness for the patient visit/procedure (e.g., X-ray, lab work); managing electronic wait list to verify and validate accuracy and resolve issues; participating and providing input in problem solving on operational issues or procedures in team meetings, performing administrative follow up actions; participating in and independently following up on team huddles by sharing information and collaborating with the medical team to assure continuity of care; evaluating patient information and clinic schedule lists to determine whether patient is vested; educating providers about shared patients (those who receive their care at multiple VAs or those who have care in the community) and bringing to the attention of the provider.
• Knowledge, Skills, and Abilities (KSAs): In addition to the experience described above, must demonstrate all of the following KSAs:
  • 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: Applicants currently in a permanent assignment to a position in the GS-0679 series at the GS-06 grade level will be considered best qualified.

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 majority of the work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of light items such as papers, office manuals and office supplied. Incumbent is required to sit for prolonged period of time at a computer terminal typing data while communicating on a telephone handset or headset. In addition, there can be increased stress due to fluctuating clinic volumes and the intensity of patient/customer complaints or concerns. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Documentation Requirements for Proof of High School Completion or higher:

If using post-high school education to substitute for experience at the GS-04 or GS-05, you must submit a copy of your unofficial or official college transcript with your application.

If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision:

• Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official).

If you are basing your qualifications on education (or a combination of education and experience) or if the position requires a college education to qualify, you must submit a copy of your transcripts with your application. Your official or unofficial transcript must reflect: name of the college or university, full address of the college or university, your name, class title(s) with the number of credits earned/completed, the degree received, if applicable, and date degree conferred. A copy of your certificate/degree or screenshot of your current classes are not a replacement of your transcript and they will not be used in the qualifying process.

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/.