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Summary The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below. The Miami VA Healthcare Systems (MVHCS) is a medical, psychiatric and surgical facility. It is also a part of the Sunshine Healthcare Network (VISN 8), which includes facilities in Florida and Puerto Rico. It supports 8 Community Based Outpatient Clinics throughout Florida and provides a range of primary care and community based outpatient mental health services. Responsibilities The Lead Medical Support Assistant must possess a thorough working knowledge of clinic processes and services to function in and interact with various clinics throughout the hospital. Employee must have knowledge of and ability to apply policies and procedures associated with operational activities that affect workload data. Lead Medical Assistant duties consist of but are not limited to the following: Monitors work and makes work assignments. Resolves daily workplace issues and maintains effective workflow Ensuring accurate and timely scheduling of appointments. Distributing and balancing workload. Orienting and providing on the job training for new and current employees. Acts as a liaison between other medical support assistants and staff to resolve conflict. Assures staff explains the VA's mandate to collect insurance information to veterans and their families. Work Schedule: Will be discussed during the interview process and determined after selection. Subject to change with management discretion to accommodate the needs of the VA Mission. May include rotating and irregular shifts, including days, nights, weekends, and holidays. Functional Statement/PD#: 03375-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized 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. 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 dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment physical examination. 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. 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. 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. Certification: None required. Grandfathering Provision: 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). Physical Requirements: See VA Directive and Handbook 5019. Grade Determinations: Specialized Experience; One year of experience equivalent to the [GS-5] grade level. Assignments: The Lead MSA specialized administrative judgment and flexible use of a wide range of clinical processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics, coordinate with the patient care team to review clinic appointment/availability, ensure schedules/appointments are closely monitored to effectively support the needs of the clinics. MSAs at this level develop and/or maintains communication with patients, coordinate care delivery model teams w/ VA medical centers, and other agencies, assist with communications during inpatient to outpatient discharge, communicate with non-VA medical facilities, prepare correspondence to notify patients of lab results, manage system for follow-up care such as consults, tests, etc. Other assignments at this level include, but are not limited to: processes incoming patient secure messaging through MyHealthyVet, participates in team huddles/meetings, problem solve, and follow-up with patients care, collaborating with the interdisciplinary teams, setting priorities and deadlines, identifies incomplete encounters and communicates findings to providers, enters appropriate information into the electronic record, monitors pre- appointment information and/or requirements to assure readiness for patient visit/procedures., AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:1. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.2. Skill in communicating with individuals to obtain the desired effect, ensuring compliance with established policies and regulations.3. Ability to provide staff development and training.4. Ability to manage staffing requirements, manage priorities, and coordinate with staff in the unit in order to complete duties in an accurate and timely manner.5. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work.6. Ability to review and monitor data to ensure all reports are complete and accurate. Preferred experience: It is highly desirable that candidates meet the following criteria for this position: Interaction with patients/customers in a Medical/Clinical setting either by face to face or over the phone Experience dealing with a diverse group of individuals when providing pertinent/general medical/clinical information 3 -plus years of customer service style training Your Resume must detail your experience as mentioned above to be considered attainment of such highly desirable experience. QUALIFICATION STANDARDS: VA Handbook 5005, Part II, Appendix G45, dated June 7, 2012. This standard is available for review or you may access this standard through the internet at the following address: http://vaww1.va.gov/ohrm/T38Hybrid/QualStandards.htm. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. Physical Requirements: The work is mostly sedentary in nature, requires non-routine walking, bending, and lifting of objects of 15-25 lbs. The full performance level of this vacancy is GS 6. Education There is NO substitution of education for specialized experience at the GS-06 grade level. 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.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 Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.