Summary The incumbent serves as the Lead Medical Support Assistant (LMSA) under the Health Administration Service at the San Diego VA Healthcare System. The Lead Medical Support Assistant is responsible for monitoring and coordinating the daily activities of the Medical Support Assistants (MSA) to the assigned Section. Responsibilities The Lead Medical Support Assistant provides administrative coordination of patient care and appointments and logistical factors associated with direct patient care, inpatient and outpatient, related to the coordination of care between the VAMC and outside facilities, both VA and Non-VA. Duties include but are not limited to: Lead Duties Distributes and balances workload among the assigned clerks and units. Reviews work measurement procedures, analyzes data and prepares instructions to implement changes Assists supervisor in formulating plans; developing policies; evaluating operations and developing procedures. Provides comprehensive training for all users of systems; works with supervisor to analyze and resolve section/division problems; provides problem trend data and proposes solutions. Prepares and maintains applications, placing hardware, and integrating innovations, generates patient workload reports for validation and monitors activity in clinics to assure consistent and accurate reporting. Generate reports and or perform workload gap analysis as directed by the HAS Management team to determine capacity and process efficiency. Incumbent develops and maintains effective working relationships with all staff in determining priorities of activities in support of direct patient care. Provides technical advice, administrative support, coordinates and services as point of contact for veterans, family members, general public and representatives of medical and law enforcement entities. May direct work of employees in the absence of the supervisor. Provides extensive training to new employees within the section as well as a leader to them once the training period is complete Clinical Duties 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; 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; performing basic eligibility, co-pays and preauthorization requirements for specific coverage. 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. Responsible to check patients in timely. Upon check-in, clerk will update patient demographics, to include; address, telephone number, next-of-kin, update employment, and collect insurance information. A medication reconciliation sheet will be printed out for each patient. 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 Coordinates consultations and referrals of patients to other specialty services and schedules patients for future appointments in accordance with clinic profiles and input from patients. Makes appointments more convenient for the veteran by combining appointments when possible, and giving the patient any upcoming appointments prior to leaving the clinic area Work Schedule: May vary based on the needs of the organization. Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required This is a Bargaining unit position. 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: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education: 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 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. Certification: None English Language Proficiency: Must be proficient in spoken and written English. Grade Determinations: GS-7 Lead Medical Support Assistant. Specialized Experience: In addition to the basic requirements, to qualify for the GS-7 grade level requires a minimum of one (1) year experience at the next lower grade level (GS-6).Equivalent experience includes: Ensuring accurate and timely scheduling of appointments; assuring proper staffing coverage; evaluating training records; determining training needs of MSAs; 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 assigned areas; and acting as a liaison between MSA and staff to resolve day to day conflicts. In addition, you must have experience which demonstrates the following knowledge, skills and abilities: 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. Creditable Experience: To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. PLEASE NOTE: Experience must be demonstrated in Job duties on the Resume. References: VA Handbook 5005/117, Part II Appendix G45, Medical Support Assistant http://vaww.va.gov/ohrm/Directives-Handbooks/Documents/5005.pdf The full performance level of this vacancy is GS-07. Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability. Education No substitution for education 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. 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.