Lead Medical Support Assistant (Community Care)

To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 11/22/2024. Basic Requirements: (1) United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. (2) 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. (3) 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. Determination: GS-07 Lead Medical Support Assistant Experience. One year of experience equivalent to the next lower GS-06 grade level. To qualify for the GS-07 level MSA you must possess at least one year of specialized experience equivalent to the GS-06 level as described in the following KSAs: Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations. Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives. This may include preparing reports in various formats and presenting data to various organizational levels. Advanced knowledge of the technical health care process as it relates to access to care. Advanced knowledge of managing a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment. Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process. Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. Assignment: Assignments at this level consist of significant scope, administrative independence and complexity and range of variety. 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. References: VA Handbook 5005/53, Part II, Appendix G45, Medical Support Assistant, GS-679.Customer Service: The Lead MSA meets the needs of the customers by supporting the VA mission. Consistently communicates and treats all customers in a courteous, tactful, and respectful manner. Handles conflict and problems in dealing with customers constructively and appropriately. Maintains effective relationships with internal and external VA staff and other customers. This includes service chiefs, supervisors, employees and other hospital staff so that minimal higher-level management intervention is required. The position demands tact, ability to exercise good judgment, the ability to get along well with others, and to communicate effectively. Frequent contacts with Veterans require that the incumbent be able to comprehensively discuss their concerns or requests and, if requests have been disallowed, must be able to explain reasons for denial so they will understand. Since the Incumbent is generally the front line for contact with patients and their families, as well as with the general public, they must be trained in human relations in order to diplomatically handle patients’ problems or complaints, which frequently involve dealing with people who are skeptical, uncooperative, irate, unresponsive, or hostile in an effort to reach a satisfactory resolution or compromise with those who have different viewpoints. Physical Requirements: The physical demands of the work are generally minor. The work is primarily sedentary (6- 8 hrs.) although, there is some walking (I hr.), bending (1hr), and carrying of bulky files (l- 10 lbs.) and some extended periods of standing (2 hrs.). The full performance level of this vacancy is GS-07.
This position is located at North Florida/South Georgia Veterans Health System (NF/SG VHS) Community Care Service. The NF/SG VHS is a comprehensive and integrated health care delivery system that provides quality clinical programs and services to Veterans. We offer primary health care services, as well as highly specialized, technologically advanced clinical care. The System includes two hospitals, three large satellite outpatient clinics, and several small community-based outpatient CBOCS.