Lead Medical Support Assistant

Summary Lead Medical Support Assistant (MSA) serves as the operational leader for the full range of outpatient scheduling programs in the VA Sierra Pacific Network (VISN 21) Specialty Care Clinical Resource Hub (Specialty CRH) located in the VA Palo Alto Health Care System. VAPAHCS uses a group practice concept that combines managed care and primary care treatment models. Each care team consists of identifiable and consistent team members that include clinical staff, patients, and external customers. Learn more about this agency Help Overview * Accepting applications * Open & closing dates 10242024 to 11042024 * Salary $75,539 - $98,203 per year * Pay scale & grade GS 7 * Help Location 1 vacancy in the following location: * Palo Alto, CA * Remote job No * Telework eligible Yes-as determined by the agency policy. * Travel Required Not required * Relocation expenses reimbursed No * Appointment type Permanent * Work schedule Full-time * Service Excepted * Promotion potential None * Job family (Series) * 0679 Medical Support Assistance * Supervisory status No * Security clearance Other * Drug test No * Position sensitivity and risk Non-sensitive (NS)Low Risk * Trust determination process * SuitabilityFitness * Financial disclosure No * Bargaining unit status Yes * Announcement number CBSW-12588336-25-MLF * Control number 815636700 Help This job is open to * Internal to an agency Current federal employees of this agency. Clarification from the agency Permanent Employees of the VA Palo Alto Health Care System Videos Help Duties Work Schedule: Monday - Friday 8:00am - 4:30pm Telework: Available Virtual: This is not a virtual position. Functional Statement #: 01845F RelocationRecruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized The incumbent is responsible to the Specialty CRH Supervisory MSA and ensures the work assignments of all MSAs are efficiently and effectively completed. The Lead MSA is instrumental in coordinating work, ensuring appropriate staffing, solving routine problems, and elevating concerns to the Supervisor when necessary. The position is highly specialized and performs duties traditionally accomplished by multiple staff in the service. The incumbent is considered the team's authority on clerical and administrative issues and will keep them informed of regulations, policies, wardclinic management, statistical and data collection, medical records management, and customer services. Duties of the position include, but are not limited to: * Maintaining working knowledge and understanding of the operation of Veterans Health Information Systems and Technology Architecture (VistA), VSE, and CPRS, as well as systems related to telehealth operations, including, but not limited to WebVram, TMP, and Virtual Care Manager. * Designing training materials and spreadsheets necessary for tracking work progress in the unit by using MS Word, Excel, andor PowerPoint * Referring calls appropriately by using knowledge of medical terminology. * Maintaining working knowledge of interviewing techniques and fundamental principles of interpersonal communication to enable incumbent to effectively receive patient calls and determine the nature of callers' needs. * Diplomacy in dealing with all callers, both from within and outside of VAPAHCS, and in dealing with unit staff. * Scheduling Duties * The incumbent schedules clinic appointments using VistA scheduling options and Vista Scheduling Enhancement (VSE). * The incumbent follows nationally established business rules to schedule appointments for Veterans. * The incumbent completes the mandatory national and local training requirements for the outpatient scheduling process. * Ensure adequate AMSA coverage for the Specialty CRH each day. * Distribute and balance the workload among AMSAs in accordance with established work flow expectations. * Ensure timely completion of the expected daily workload; assure that each AMSA completes an appropriate workload. * Track the status and progress of work, and make day-to-day adjustments in accordance with established priorities, obtaining assistance from the Supervisor on problems that may arise. * Instruct employees in specific tasks and job techniques and make available written instructions, reference materials, and supplies. * Provide unit orientation and give on-the-job training to new employees in accordance with established procedures and practices. * Other duties as assigned by management. Help 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 12311959. * Must be proficient in written and spoken English. * You may be required to serve a probationary period. * Subject to backgroundsecurity 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 Applicants pending the completion of educational or certificationlicensure 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. * 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, * ExperienceEducation Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. * Certification: None required. * Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. * 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. 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, andor 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 tasksresponsibilities 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. Reference: For more information on this qualification standard, please visit The full performance level of this vacancy is GS-7. The actual grade at which an applicant may be selected for this vacancy is GS-7. Physical Requirements: See VA Directive and Handbook 5019. 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: 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: 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. 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. 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 AdministrationOperations, Security, and Preparedness (HRAOSP) at The Fair Chance Act. Read more * Benefits Help 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. IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., andor 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 Help 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 The following documents are accepted, and may be required if applicable to your eligibility andor 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 (currentformer Federal employees), etc. * Cover Letter * DD-214 Statement of Service * Disability Letter (VA) * Other (1) * Professional Certification * Resume * SF-15 * SF-50 Notification of Personnel Action * Transcript Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CPCPSXP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference. Veterans' preference does not apply for internal or other current permanent Federal agency employees. 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 andor 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 11042024 to receive consideration. To preview the questionnaire click * 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 andor other supporting documents and complete the occupational questionnaire. * 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, 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 andor other documents from your USA JOBS account or your application will be incomplete. Agency contact information Michael Flournoy Phone 415-221-4810 Email Address Palo Alto VA Medical Center 3801 Miranda Avenue Palo Alto, CA 94304 US Learn more about this agency 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 Help Required Documents To apply for this position, you must provide a complete Application Package which includes: * Resume * SF-50 Notification of Personnel Action The following documents are accepted, and may be required if applicable to your eligibility andor 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 (currentformer Federal employees), etc. * Cover Letter * DD-214 Statement of Service * Disability Letter (VA) * Other (1) * Professional Certification * Resume * SF-15 * SF-50 Notification of Personnel Action * Transcript Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CPCPSXP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference. Veterans' preference does not apply for internal or other current permanent Federal agency employees. 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 andor 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. Help 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 11042024 to receive consideration. To preview the questionnaire click * 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 andor other supporting documents and complete the occupational questionnaire. * 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, select the Application Status link and then select the more information link for this position. The Details page will display the st...

Created: 2024-11-05