Summary
Incumbent serves as a Lead Medical Support Assistant (MSA) who is assigned to perform general Lead MSA duties within the Referral Coordination Team (RCT). The RCT consists of dedicated clinical staff and clinical support staff whose primary goal is to streamline the referral process to ensure that every Veteran has a complete picture of their care options so he/she can make the most informed care decisions and schedule their appointment in VA or the community.
Duties
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties may include but not be limited to: The RCI Lead MSA at this level provides advanced administrative care coordination and works independently, and closely with lower graded administrative staff answering questions and assisting with Referral Coordination Initiative outpatient services and community care healthcare services while being in direct contact with the RCI MSA supervisor. The RCI Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage. Performs assigned duties in a manner that promotes quality health care, outstanding customer service, and the maintenance of an environment committed to serving the veteran. Reports any backlogs and any difficulties in meeting deadlines. Schedules appointments and manages work lists as outlined in VHA policy. The RCI Lead MSA assists the unit with complex and non-standard procedures, including clinical flow processes related to care access across multiple clinics, specialties, and/or community resources. Contact the patient and discusses options for internal/direct VA care vs. Community Care (when eligible) when the Clinical RCT determines it is appropriate, based on clinical complexity requested. Documents the discussion in the electronic medical record. Assignments at this level include but are not limited to: providing guidance to staff members, to include changes in policies and procedures, creating and maintaining employee work schedules; and acting as a liaison among RCI staff, patients and other interdisciplinary staff to resolve day to day conflicts. Communicates with in-network community-based medical offices/facilities to schedule appointments and communicates with the patient and team as necessary. Demonstrates understanding of the purpose of the Standard Episode of Care (SEOC) and applies appropriate SEOC when the admin triage tool indicates a basic level of care coordination. 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. The RCI Lead MSA acts as supervisor in the absence of the RCI MSA Supervisor. Work Schedule: Monday-Friday 7:30am-4:00pm Telework: Ad-Hoc may be available Virtual: This is not a virtual position. Functional Statement #: 000000 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.