Summary Serves as the Lead Medical Support Assistant (MSA) for the Ward Administration of Nursing Service at the VA San Diego Healthcare System. The Lead MSA is responsible for monitoring and coordinating the daily activities of the MSAs assigned to the inpatient wards and outpatient areas. Assignments include but are not limited to: assuring coverage and workload balance of all areas of responsibility, clinic management and quality reviews, providing on-the-job training for new and current employees. Responsibilities FUNCTIONS or SCOPE OF ASSIGNED DUTIES: Distributes and balances workload among the assigned clerks and units. Reviews work measurement procedures, analyzes data, and prepares instructions to implement changes. Facilitates the accurate and timely patient care coordination of inpatient units specifically Medical/Surgical/Telemetry Units, Psychiatry, ADTP, Critical Care areas: (ICU, DOU, PCU), SCI Unit, CLC, Palliative Care, and outpatient areas specifically ED, HD, ASU, and the OR. Schedules appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include, but are not limited to: scheduling, canceling, re-scheduling patient's appointments and/or consults; entering no-show information; monitoring the electronic wait list; preparing for clinic visits; monitoring both inpatient and outpatient appointments for areas of responsibility; ensuring action required encounters are printed to providers twice daily in order to obtain appropriate workload credit; verifying and updating demographics and insurance information; processing all emergency and non-emergency transfers to other VA facilities or private hospitals; performing basic eligibility, co-pays and preauthorization requirements for specific coverage Initiates the processing of holds, treatments, administrative hearings, and court appearances. Responsible for the Quality Assurance of all documents initiated for those patients placed in mental health involuntary detention, under the LPS Act Welfare & Institutions Code Sections 5350 et esq., California Mental Health Laws. Serves as the communication coordinator for the team. Assures that all visitors and telephone calls are referred in a prompt and courteous manner. Ascertains the nature of the call or the business of the visitor and determines the appropriate action. Incumbent will assist with requests for information from patients and/or staff members but when the situation cannot be resolved, refers individual to the appropriate person or service. Relays messages to team members when appropriate. Responsible to admit and discharge patients. Acts in the capacity of liaison between patients, team members as well as specialty and ancillary services. Provides information and technical support on availability of services, points of contact and necessary authorizations and approvals. Receiving, reviewing, and coordinating new consults and referrals of Veterans to other specialty services. Scheduling Veterans for future appointments in accordance with clinic profiles and input from Veterans. To include combining appointments when possible and scheduling appointments prior to leaving the clinical setting. The incumbent will submit the consult to the appropriate care provider for evaluation. Maintaining the consult tracking package which is not limited to; changing the consult status each time the consult is processed, such status would include received, pending, and scheduled. The Veteran is included on the electronic waitlist when the clinic does not have availability and if consults are not processed within 7 days. The electronic waiting list is monitored daily for timely scheduling. Actively listens to all customer/Veteran feedback, positive and negative, acts to resolve complaints within their control, and reports feedback to management (or team leader) in a timely manner. Obtains all key information needed and initiates administrative processing of physician orders in a timely manner. All key information must be acquired before referring the treatment orders to the nursing staff. Accurately enters orders, pertaining to scheduled appointments in the electronic data capture system. Obtains clinical information such as laboratory, radiology, and other reports from electronic data capture systems as needed for the coordination of care of patient per provider's request. Knowledge of all activities and operations at VASDHS and is able to direct patients to appropriate areas and services. Performs as a primary timekeeper. Other duties as assigned. Work Schedule: Varied Compressed/Flexible: Not Authorized Telework: Not Authorized Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized 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. Must pass pre-employment physical examination. 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 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. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. 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. 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: Lead Medical Support Assistant, GS-7 Experience. One year of experience equivalent to the [GS-6] grade level. 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. 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: Knowledge of Inpatient Process (i.e. ADT Movements) Knowledge of Timekeeping Customer Service Skills Organization Skills Time Management Skills Demonstrated Leadership Skills Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: This position requires visual acuity, keen hearing, clear distinctive speech, and manual dexterity. This position requires potentially long periods of continued walking, standing, stooping, sitting, bending, pulling, and pushing. The incumbent may be exposed to infected patients and contaminated materials and may be required to don protective clothing in isolation situations. The incumbent may occasionally be exposed to patients who are combative secondary to delirium, dementia, or psychiatric disorders. The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations, able to shift priorities based on patient needs. Must complete annual Occupational Health requirements, such as annual TB screening or testing, as a condition of employment. If the incumbent is a purchase card holder, performs the duties of a government-wide Purchase Care Program Cardholder in support of the incumbent's service/department/service line. The cardholder is required to complete all required training courses as directed by the agency/organization program coordinator. Responsible for the proper use of the purchase card, being knowledgeable and complying with assigned spending regulations. Complies with all federal, VA, and local purchase card program regulations. Verifies funds availability prior to making purchases and ensures receipt of goods ordered. Safeguards the purchase card at all times. Complies with all purchase card program audits. Education 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information 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. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. 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. 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. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.