Summary
The Lead, Medical Support Assistant (MSA) functions within the office of Community Care to perform a full range of duties related to eligibility, preferences, scheduling, provider interaction, and DME. The primary function of the Lead, MSA is to support the consult teams, by using an interdisciplinary coordinated care delivery model.
Duties
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties to include but not limited to the following: Collaboratively with the nurses, consult teams, and medical administration for all patient coordination of care issues. It is a complex role requiring a global understanding of VA policies, independent decision-making, and multidisciplinary collaboration. Demonstrates exceptional interpersonal communication skills and work collaboratively with medical center programs, services, and multidisciplinary team members in providing accessibility to care and in meeting patient care needs, both clinical and administrative. Utilizes a global knowledge base to provide timely and appropriate telephone caller referral and/or problem resolution. Serves as the coordinator of incoming telephone calls, receiving a wide range of inquiries, utilizing "administrative" systems knowledge to identify patient/caller needs, practicing independent decision-making, coordinating care needs, assist in scheduling appointments and directing problem resolution as appropriate. Articulates and communicates to the team assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and time frames for completion. Directs the team in determining the nature of the call and assisting with communicating needs, referring the call to the appropriate clinical or administrative personnel, utilizing computer technology to ensure continuity of care through accurate patient information, communication, and documentation. Oversees a large portion of calls received will include assisting patients/callers with various needs requests. The knowledge base will include the ability to actively read and understand the needs of the Veteran or provider about their authorization process through CPRS (Computerized Patient Record System), HSRM (HealthShare Referral Manager), and PPMS (Provider Profile Management System), and to educate callers to on the process of Community Care authorization process. Trains and/or arranges orientation is provided for Advanced MSA's as assigned by the supervisor and/or program manager. Monitors agents work with the nurses and administrative personal to ensure symptomatic calls are routed correctly. Anticipates problems, attempts to prevent their recurrence, brainstorms solutions to problems and recommends changes for program improvement when indicated through discussion with their peers, supervisor, and program manager. Active participation may be required, through various duties as assigned, multidisciplinary program meetings, direct interaction with their supervisor and program manager, and development and implementation of program procedures, goals, and objectives. Work Schedule: Monday thru Friday 7:30 am - 4:00pm Telework: Ad Hoc; as determined by the agency policy Virtual: This is not a virtual position. Functional Statement #: 03939F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
Requirements
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.
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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.
How you will be evaluated
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. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position: Customer Service Flexibility Integrity/Honesty Interpersonal Skills Reading Comprehension Reasoning Self-Management Teamwork 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.