Lead Medical Support Assistant

This position is located in the Health Administration Service at the Lebanon VAMC, Lebanon, Pennsylvania.

The Lead MSA is responsible for answering questions for lower graded staff relating to healthcare services in an inpatient or outpatient setting. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, maintains efficient workflow and creates a positive work environment. Duties include but are not limited to: 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. 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, MSA staff, patients and other interdisciplinary staff to resolve day to day conflicts. Provides comprehensive, detailed job training to all new clinic personnel in the clinic unit area. Monitors and typically schedules, cancels, and re-schedules patients' appointments and/or consults, enters no-show information, monitors the electronic wait list, prepares for clinic visits, monitors both inpatient and outpatient appointments for areas of responsibility, ensures that encounter forms are completed in order to obtain appropriate workload credit, verifies and updates demographics and insurance information, processes all emergency and non-emergency transfers to other VA facilities or to private hospitals (where applicable), and performs/facilitates basic eligibility. Demonstrates courtesy and Professionalism. Identifies Customers' Concerns. Operates Computerized Programs. Utilizes computerized programs and databases to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. Utilizes such programs and databases to make appointments in a clinical setting. Maintains patient confidentiality with written and verbal information, per HIPAA requirements. Applies knowledge of Medical Terminology. In the particular clinical service area supported, demonstrates basic knowledge of the associated medical terminology sufficient to be able to communicate effectively with both professional and non- professional employees in a variety of occupations and at various levels of responsibility. Works Independently. Works in a proficient and self-directed manner in order to accomplish a wide variety of tasks, to include setting priorities and coordinating work. Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complying with any other training or education requirements as determined by the supervisor. Work Schedule: Full-time Monday-Friday 7:00 a.m. -3:30 p.m., 7:30 a.m. - 4:00 p.n., or 8:00 a.m. - 4:30 p.m. Compressed/Flexible: Not Authorized Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 595-04319-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.