Summary This position is located at Lebanon VAMC, Lebanon, Pennsylvania, and provides support to the Office of Community Care. Responsibilities The Lead Medical Support Assistant (MSA) is responsible for answering questions for lower graded staff relating to healthcare services in an inpatient or outpatient setting. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, maintains efficient workflow and creates a positive work environment. The Lead MSA may also function as a Lead MSA trainer. The core function of the lead MSA trainer is to train all new and incumbent schedulers (MSAs, technicians, nurses, and various other providers) on a standardized and comprehensive training program to ensure accuracy of scheduling, and business operations of MSA duties. In addition to teaching in the traditional didactic setting, the incumbent will spend time in the outpatient clinic ensuring continuity among schedulers, perform competency assessment scheduling check list for all employees with scheduling keys, and provide just-in-time training for employees who are not following the national scheduling directive and local standard operating procedures. Duties include but are not limited to: 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; 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; Ensures accurate and timely scheduling of appointments; Acting as a liaison among Advanced MSA staff, MSA staff, patients and other interdisciplinary staff to resolve day to day conflicts; Provides comprehensive, detailed, on the job training to all new clinic personnel in the clinic unit area; Monitors and typically schedules, cancels, and re-schedules patients' appointments and/or consults, enters no-show information, monitors the electronic wait list, prepares for clinic visits, monitors both inpatient and outpatient appointments for areas of responsibility, ensures that encounter forms are completed in order to obtain appropriate workload credit, verifies and updates demographics and insurance information, processes all emergency and non-emergency transfers to other VA facilities or to private hospitals (where applicable), performs/facilitates basic eligibility, and serves as the backup bed manager. Ability to recognize when students need supplementation training. Creating competency assessment check lists, tracking training participation in TMS, training feedback, pre and post training tests, scoring tests, and providing feedback to training participants, updating training material to reflect changes in policy/directive. Preparing training material for classes, training room logistics. Work Schedule: 8:00am - 4:30pm Telework: Yes, telework eligible. Virtual: This is not a virtual position. Functional Statement # 000000 Financial Disclosure Report: Not required Driving Required: Yes Preferred Experience: Multiple specialty scheduling experience preferred. 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 only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.) b. Experience and Education. Experience. Six months 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; OR, Education. One year above high school; OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. c. English Language Proficiency: Medical Support Assistants must be proficient in spoken and written English. 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. In addition to the basic requirements listed above, the following education and experience criteria must be met when determining the grade of candidates: Lead Medical Support Assistant, GS-7 a. Experience. One year of experience equivalent to the next lower grade level (GS-6). b. Demonstrated Knowledge, Skills, and Abilities (KSAs). Candidates must demonstrate all of 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 utilize 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 to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff. 5. Ability to provide staff development and 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 demonstrate an understanding of the impact of incomplete work across multiple clinics. References: VA Handbook 5005, Part II, Appendix G45 (VHA Medical Support Assistant Qualification Standard). This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-7. Physical Requirements: Work is performed in an office setting and is primarily sedentary. May require lifting and carrying of light loads (e.g. files, records, etc.) Education There is no education substitution at this grade level. 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. COVID-19 Vaccination Requirement 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 an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.