Lead Medical Support Assistant - Caregiver Support

The incumbent is an integral member of the Caregiver Support Program (CSP) within the Rehabilitation and Extended Care (REC) ICC at the Minneapolis VAHCS. The Caregiver Support Program serves Veterans and their Caregivers who are eligible for the Program of Comprehensive Assistance for Family Caregivers (PCAFC) and those who have general Caregiver needs.

Major duties

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties may include but not limited to: Plans, distributes and balances workload among employees in accordance with priorities, established workflow, job specialization, and the capabilities of the employees. Sets and adjusts short-term priorities. Assures timely accomplishment of the workload. Promotes team building. Performs a variety of administrative functions which includes management of program/clinic day-to-day operations and assisting with clinic access contingency plans, assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure quality of work, ensuring timely & accurate scheduling of appointments, providing guidance to staff members to include changes in policies and procedures, distributing and balancing workload. Manages clinic appointments using established business rules including but not limited to consultations, scheduling, electronic wait lists, recall reminder, encounter action required reports, insurance capture, AudioCare, and missed opportunities. Possesses knowledge of VHA Directives, Facility Policies and Standards of Practice, and Department/Program Policies and Standards of Practice as related to appointment scheduling processes and procedures, consult management, and access to care. Applies this knowledge to clinic/program operational activities. Maintains records and statistical data as requested for the purpose of clinic utilization, access, and efficiency reports. Collects and compiles information as needed to carry out the work of the program, clinic, and department. Possesses knowledge of quality assurance/performance improvement and system redesign principles. Conducts routine audits as related to appointment scheduling and consult management. Creates and implements ways to eliminate or reduce significant bottlenecks and barriers to efficiencies. Orients/Instructs staff in basic and administrative policies and procedures related to appointment scheduling, consult management, and other clinic/programs administrative reference materials and written instructions. Updates online resources for training and communicates to department staff. Is aware of safety concerns, regulations, policies and procedures, and employs appropriate safety practices. Hears and resolves complaints from employees. Refers group grievances and more serious unresolved complaints to a higher-level supervisor. Utilizes a variety of telehealth technology, is able to determine the most appropriate technology to utilize in a variety of situations. Possesses advanced knowledge of medical terminology and abbreviations. Demonstrates ability to effectively communicate with clinicians and correctly interpret medical records. Ability to communicate tactfully and effectively, both orally and in writing in order to meet clinic/program objectives. This may include preparing reports in various formats and presenting data to various organizational levels. Routinely and timely shares pertinent information. Works with the rehabilitation team and Department Leadership to develop and maintain agency level operating procedures to ensure smooth operation of outpatient clinics. Refers all questions requiring immediate medical attention to appropriate health care team member. Fields and resolves customer complaints. Refers more serious unresolved complaints to a higher level supervisor. Routinely explains technical procedures related to the telehealth technology to Veterans, Caregivers and VA providers to assist in the completion of telehealth visits. Work Schedule: Monday-Friday 8:00am-4:30pm Telework: Ad Hoc only, based upon successful completion of orientation and agency business practices Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

Qualifications

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: Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a). Experience: No experience required. Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration: None English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). 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 REQUIREMENTS: Lead Medical Support Assistant GS-7 Experience: One year of experience equivalent to the GS-6 grade level, Examples of experience may include: Assignment: The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for 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. The Lead 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. Assignments at this level include, but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate all of 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. Skill in communicating with individuals to obtain the desired effect (and coordinating with a variety of interdisciplinary care team staff). 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. 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. 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: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Requirements

You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.