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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. Responsibilities Work Schedule: Monday - Friday 8:00am - 4:30pm Telework: Available Virtual: This is not a virtual position. Functional Statement #: 01845F Relocation/Recruitment 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, ward/clinic 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, and/or 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. 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). 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 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. 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, 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. 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 https://www.va.gov/ohrm/QualificationStandards/. 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: 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/. 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 Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.