Lead Medical Support Assistant

These positions are aligned under Medical Administration Service (MAS), the largest administrative department in the North Florida/South Georgia Veterans Health System (NF/SG VHS) which 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 clinics.Qualifications:

• 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. 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 one year above high school OR Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:
  • (1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.
  • (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.
  • (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.
• 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

Grade Determinations:
Lead Medical Support Assistant, GS-7

• Experience - One year of experience equivalent to the GS-6 grade level.
• 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. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.
• Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
  • i. 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.
  • ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
  • iii. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
  • iv. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
  • v. Ability to provide staff development and training.
  • vi. 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 5005/117, PART II, APPENDIX G45The full performance level of this vacancy is GS-7.
Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.
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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.Employment Type: FULL_TIME