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Summary The Lead Medical Support Assistant position is located in the Physical Medicine & Rehabilitation services at the Newington, CT location. This position is a Full-Time position at 40 hours per week. Responsibilities The incumbent serves as the Lead Advanced Medical Support Assistant, for Outpatient Clinical Support in the VA Medical Center. S/He uses initiative in completing recurring assignments independently and without specific instructions, but refers deviations, problems and unfamiliar situations to the supervisor for assistance. Work is performed collaboratively in a Interdisciplinary Coordinate Care delivery model (Patient Aligned Care Team, or Specialty Care Setting). The employee works closely with the staff in the inpatient and outpatient clinic areas to ensure the direct activities related to the day to day care of patients is maintained. The incumbents working knowledge of various policies and procedures relating to the business rules regarding Scheduling, Clinical Access and the proper flow of work within the team contributes significantly to the daily business activities. Duties include but are not limited to: Make assignments and adjustments, providing input on workload performance Resolve daily workplace issues under the direction and guidance of the supervisor Maintain efficient workflow. Ensure the daily quality of work is met. Ensure appointments are scheduled accurately and timely. Distribute and balances workload. Orient and provides on-the-job training for new and current employees. Ensure all training requirements are met. Provide up-to-date guidance to team members about changes in VA policies and procedures. Provide input on performance. Provide coverage when necessary. Handles scheduling problems and deviations independently based on personal knowledge Reports. Provide guidance to staff members to include changes in policies and procedures. Collaborate, communicate, and demonstrate customer service and interpersonal skills. Work Schedule: Monday - Friday. Hours: 7:30 am-4:00 pm. Compressed/Flexible: Not Authorized. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: PDF01612 Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. Financial Disclosure Report: Not required. NOTIFICATIONS: Veterans' preference does not apply for internal or other current permanent Federal agency employees. Due to a critical staffing shortage, 38 U.S.C. § 7412 waives the requirement to apply Veterans' preference for this job announcement. This position is in the Excepted Service. Narrative responses to the knowledge, skills and abilities (KSAs) may be required from the selectee in order to proceed with the appointment. Current and former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held. This position is a NAGE 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. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). 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: 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 Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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. GS-7 Lead MSA Experience: One year of experience equivalent to the GS-6 grade level. Examples of qualifying experience include the following: Collaborates and communicates with a wide range of medical clinicians across multiple disciplines (e.g. medical doctors, nurse practitioners, physician assistants, psychologists, psychiatrists, social workers, clinical pharmacists, and nursing staff) to accomplish team goal setting to ensure medical care to patients is met; Independently sets priorities and organizes work to meet deadlines, ensuring compliance with established processes, policies, and regulations; Communicates tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. This may include preparing reports in various formats and presenting data to various organizational levels, as well as resolving patient concerns; Advanced knowledge of the technical health care process (including, but not limited to, scheduling across interdisciplinary coordinated care delivery and/or care in the community models and patient health care portals) as it relates to access to care; Advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, provider availability, etc.; and Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians. 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: 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; Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting; Ability to organize work, set priorities, and delegate tasks/responsibilities 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; and 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 G45. This vacancy announcement is above the full performance level. 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. 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. 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.