LEAD MEDICAL SUPPORT ASSISTANT

Summary

The Lead Medical Support Assistant (LMSA) monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Responsible for initiating and carrying out administrative and technical duties in support of an assigned team. This position is located in the Dental Clinic.

Open to current permanent employees of the Eastern Oklahoma VA Health Care System. This position will be located in Tulsa, Oklahoma.

This job is open to

• Internal to an agency
  
  Current federal employees of this agency.

Clarification from the agency

Open to current permanent employees of the Eastern Oklahoma VA Health Care System. This position will be located in Tulsa, Oklahoma at the Dental Clinic.

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Duties

Based on high level supportive coordination skills, the incumbent performs daily duties that are integral to the success of the facility's multidisciplinary medical team establishing this incumbent as a key contact for Veterans, Veterans' families, and community providers for specialty care, providing information and assistance and acting upon multifaceted administrative matters in the Veterans' and other stakeholders' interest. The incumbent is directly accountable, and has the knowledge, skills, and ability to serve as an autonomous extension, to the Supervisor.

The goal is to ensure continuity of care, accurate and timely scheduling and appropriate follow up for any care required regardless of where it may be rendered and incompliance with current guidance and directives. The Lead MSA duties include but are not limited to:

• Monitors daily staffing levels and ensures equal distribution of workload/coverage daily.
• Assists the Supervisor with developing contingency plans for staffing and data/input/transmission.
• Maintains suspense files necessary for monitoring the processing of consults, orders or any other requests for appointments.
• Ensures working and complete knowledge of current access both within VA and in the community to effectively schedule patients as quickly as possible.
• Responsible for identifying backlogs in workload and potential procedural problems by observation / monitoring of the activities for the AMSAs and brings them to the attention of the supervisor.
• The incumbent will provide weekly, monthly and quarterly reports within established time frames and report to the supervisor. This is measured by observation, spot-check, employee reports and/or other reporting mechanisms.
• Provide weekly, monthly and quarterly reports within established time frames and report to the supervisor.
• Performs spot checks to ensure that all AMSAs are processing consults following assigned procedures and guidelines for the work accomplished and ensuring appropriate authorizations are entered if required.
• Assuring coverage of all areas of responsibility.
• Conducting ongoing reviews to ensure quality of work.
• Ensuring accurate and timely scheduling of community care referrals.
• Providing guidance to staff members to include changes in policies and procedures.
• Distributing and balancing workload.
• Creating and maintaining employee work assignments/schedules.
• Orienting and providing on the-job training for new and current employees.
• Ensuring all training requirements are met.
• Organizing the work structure of his/her assigned areas.
• Acting as liaison between AMSA and staff in order to resolve day to day conflicts.
• Makes follow-up (post-care) calls daily.
• Verifies and updates demographics and insurance information; researches and maintains an updated database of community medical services to assist Veterans with locating medical care in the community; assists with processing all emergent and non-emergent consults for medical care in the community.
• Contributes in team huddles and team meetings to manage and plan patient care.
• Sets priorities and deadlines; adjusts the flow and sequencing of the work to meet team and patient needs;
• May work with the team to reinforce the plan of care and self-help solutions, entering appropriate information into the electronic record.
• Participates and provides input in problem-solving on operational issues or procedures in team meetings; performs administrative follow-up actions.

The incumbent provides administrative coordination of patient care, 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.

The incumbent uses a broad working knowledge of all medical center programs and services and of the varying priorities and complexities of outside care for specialty services to further the goals of access for patient care using available resources.

The incumbent uses tools including consults, orders, recalls, and other telephone or written requests to fulfil the needs by the assigned team. The complexity of duties may encompass numerous clerical responsibilities, including but not limited to typing, filing, data entry, scheduling appointments and tests, ensuring transfer of medical records from and to the VAMC and other facilities, scheduling patients' appointments from various sources including consults, tracking patients' appointment status in the community.

Work Schedule: Monday through Friday, 8:00 a.m. - 4:30 p.m.

Compressed/Flexible:Unavailable

Telework: Unavailable

Virtual: This is not a virtual position.

Functional Statement #: 54010-A

Financial Disclosure Report: Not required

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

• 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: (1) 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 (2) Education - One year above high school; or (3) Experience/Education - Equivalent combination of experience and education.
• 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 3j.

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 defined above, applicants must one year of specialized experience equivalent to the GS-6 grade level. See information below:

1. Experience. One year of experience equivalent to the GS-6 grade level.
2. 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;
   • 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.

3. 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.

The full performance level of this position is GS-7.

Physical Requirements: The work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting, working with others and/or alone. As typical in an office setting, there is the possibility for multiple distractions from normal operating functions and the incumbent is expected to be able to physically perform the duties of the position, aides permitted (which may include walking, sitting, standing, reaching, and bending.) The work may also include the need for light lifting and carrying (under 15 lbs.) of work materials (i.e.: books, binders, papers, etc.).

References: For additional information regarding the Medical Support Assistant series, including a complete listing of all positions within the Medical Support Assistant career track, refer to Medical Support Assistant Qualification Standards, GS-0679, dated August 1, 2019. For additional information visit the local Human Resources Office or view the electronic reference at https://www.va.gov/OHRM/QualificationStandards/HT38/0679-MedicalSupportAssistant.pdf.

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: https://ope.ed.gov/dapip/#/home. 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.

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.

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.

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.

• Benefits
  
  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  
  Review our benefits
  
  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

AREA OF CONSIDERATION - Eligible applicants include current permanent VA employees of Eastern Oklahoma VA Health Care System.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

• Benefits
  
  A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  
  Review our benefits
  
  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
• Required Documents
  
  As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
  
  To apply for this position, you must provide a complete Application Package which includes:
  
  
  • Resume
  • SF-50/ Notification of Personnel Action
  
  
  Your resume (and/or curriculum vitae) must include the following information for each job listed:
  
  
  • Job title
  • Pay Plan and Grades/Step Held (for Federal positions)
  • Duties (Please be as detailed as possible. We recommend that you include information directly related to the position you are applying to. Good examples of pertinent information can be found in the Duties and Qualifications sections of the announcement. If you have performed any of those duties or have any of that experience, we are looking for that on your resume. We make no assumptions in regards to experience. It has to be on the resume under the position it was performed in at the proper grade level to count towards qualifications.
  • Month & year start/end dates (e.g. June 2007 to April 2008)
  • Full-time or part-time status (include hours worked per week)
  
  
  SF-50, Notification of Personnel Action:
  
  
  • Your MOST CURRENT SF-50, documenting that you are a current facility employee, MUST be provided in the application package. Please note the following details about additional SF-50s which may be needed;
  • If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year of specialized experience at the next lower GS level, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year of specialized experience.
  • Award 50's do not provide sufficient information.
  • Examples of additional/appropriate SF-50's include:
    
    • Within grade increases at the highest grade held; or
    • Promotions with an effective date more than one year old; or
    • SF-50's at the highest grade held with an effective date more than one year old.
  
  The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
  
  
  • Cover Letter
  • Other (1)
  • Other (2)
  • Resume
  • Separation Notice (RIF)
  • SF-15
  • SF-50/ Notification of Personnel Action
  • Transcript
  
  
  
  If you are relying on your education to meet qualification requirements:
  
  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
  schools accredited by accrediting institutions recognized by the U.S. Department of Education.
  
  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
• How to Apply
  
  All applicants are encouraged to apply online.To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 10/17/2024 to receive consideration.
  
  To preview the questionnaire clickhttps://apply.usastaffing.gov/ViewQuestionnaire/12563186.
  
  1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
  2. Click Submit My Answers to submit your application package.
  
  NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
  
  To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
  
  Agency contact information
  
  VISN 19 HR Contact Center
  
  Phone
  
  719-227-4600
  
  Email
  
  V19USAJOBS@VA.GOV
  
  Address
  
  VA Eastern Oklahoma Health Care System
  
  1011 Honor Heights Drive
  
  Muskogee, OK 74401
  
  US
  
  Next steps
  
  Once your online application is submitted you will receive a confirmation notification by email.
  
  After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
  
  You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
  
  NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons.
  
  Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties.
  
  VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities.
  
  HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
• Fair and Transparent
  
  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
  
  
  • Criminal history inquiries
  • Equal Employment Opportunity (EEO) Policy
  • Financial suitability
  • New employee probationary period
  • Privacy Act
  • Reasonable accommodation policy
  • Selective Service
  • Signature and false statements
  • Social security number request

Required Documents

To apply for this position, you must provide a complete Application Package which includes:

• Resume
• SF-50/ Notification of Personnel Action

Your resume (and/or curriculum vitae) must include the following information for each job listed:

• Job title
• Pay Plan and Grades/Step Held (for Federal positions)
• Duties (Please be as detailed as possible. We recommend that you include information directly related to the position you are applying to. Good examples of pertinent information can be found in the Duties and Qualifications sections of the announcement. If you have performed any of those duties or have any of that experience, we are looking for that on your resume. We make no assumptions in regards to experience. It has to be on the resume under the position it was performed in at the proper grade level to count towards qualifications.
• Month & year start/end dates (e.g. June 2007 to April 2008)
• Full-time or part-time status (include hours worked per week)

SF-50, Notification of Personnel Action:

• Your MOST CURRENT SF-50, documenting that you are a current facility employee, MUST be provided in the application package. Please note the following details about additional SF-50s which may be needed;
• If the most recent SF-50 has an effective date within the past year, it may not clearly demonstrate you possess one-year of specialized experience at the next lower GS level, as required by the announcement. In this instance, you must provide an additional SF-50 that clearly demonstrates one-year of specialized experience.
• Award 50's do not provide sufficient information.
• Examples of additional/appropriate SF-50's include:
  
  • Within grade increases at the highest grade held; or
  • Promotions with an effective date more than one year old; or
  • SF-50's at the highest grade held with an effective date more than one year old.

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

• Cover Letter
• Other (1)
• Other (2)
• Resume
• Separation Notice (RIF)
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
schools accredited by accrediting institutions recognized by the U.S. Department of Education.

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

How to Apply

All applicants are encouraged to apply online.To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 10/17/2024 to receive consideration.

To preview the questionnaire clickhttps://apply.usastaffing.gov/ViewQuestionnaire/12563186.

1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
2. Click Submit My Answers to submit your application package.

NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.

Agency contact information

VISN 19 HR Contact Center

Phone

719-227-4600

Email

V19USAJOBS@VA.GOV

Address

VA Eastern Oklahoma Health Care System

1011 Honor Heights Drive

Muskogee, OK 74401

US

Next steps

Once your online application is submitted you will receive a confirmation notification by email.

After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons.

Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties.

VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities.

HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.

Fair & Transparent

The Federal hiring process is set up to be fair and transparent. Please read the following guidance.

• Criminal history inquiries
• Equal Employment Opportunity (EEO) Policy
• Financial suitability
• New employee probationary period
• Privacy Act
• Reasonable accommodation policy
• Selective Service
• Signature and false statements
• Social security number request