LEAD MEDICAL SUPPORT ASSISTANT

The employee serves as a Lead Medical Support Assistant (LMSA) under the Department Ambulatory Care at the San Francisco Veterans Affairs Medical Center. The LMSA will serve as administrative support to assigned section/clinics within Ambulatory Care (included but not limited to Call Center, CBOC, Primary Care, Mental Health, or Specialty Care or Specialty Care Modules).

The LMSA is responsible for planning and directing the MSA's activities as they relate to improved performance, patient flow, and clinic operations. LMSA will act as a mentor/educator and may lead training sessions as necessary for improved employee performance within their assigned section or to cover MSA duties from a different section. The LMSA will be the liaison between the MSA's and the designated supervisory official (or delegated authority during absence and/or vacancy of primary supervisor) within the section to help problem-solve any scheduling, administrative, or systems issues that arise. LMSA will work closely with the Supervisory MSA, Supervisory Clinical Admin Specialist, Administrative Officer, Business Manager, and with various departments outside of Ambulatory Care to troubleshoot/resolve pertinent issues and improve administrative workflow. Lead Medical Support Assistants are considered skilled on the following: Scheduling, cancelling, and re-scheduling patient appointments by managing appointment requests (including but not limited to Return-to-Clinic Orders (RTC), Recall Reminders, Veteran's Appointment Requests (VAR), Consults, and Patient initiated requests) in accordance with scheduling business rules and policies, as outlined in VHA Directive 1230, Outpatient Scheduling Management, and VHA Directive 1232, Consult Management, utilizing scheduling programs as mandated by your supervisor. Consult Management: Coordinate the scheduling/rescheduling of consults or forwarding of consults to community care using the various scheduling systems and tools. Contacts the Veteran to discuss VA and community care options, gathering the Veteran's scheduling preferences, and appropriately documents all mandatory consult scheduling elements in the Consult Toolbox (CTB). Responsible for tracking consult progress from file entry date to the scheduled date or cancellation of the consult. Responsible for managing incoming and outgoing digital and physical faxes. Distributes, receives, sorts, and delivers incoming and outgoing mail or other documents to the appropriate individuals. Responding to incoming correspondences, including, but not limited to, Microsoft Outlook emails, Microsoft Teams Messages, Voicemails, and Secure Messaging within the timeliness parameters as designated supervisor/department. Responsible for Lobby Management, including, but not limited to: monitoring the cleanliness of the lobby (escalating concerns to other departments as necessary), restocking flyers and brochures, and addressing Veterans that have been waiting longer than 15 minutes. Appropriately complete initial paperwork for walk-in "triage" patient's, notifies the appropriate nursing staff members and bring urgent matters to the immediate attention of clinical staff. Collaborates effectively with other staff to ensure patient concerns are addressed. Responsible for processing view alerts per VHA policy timelines. Completes no-show reconciliation at the end of each clinic period, including the rescheduling of patients per VHA policy. Prepares clinic materials at the beginning or end of workday, per department policy. Electronically uploads outside test results into electronic medical record. Maintains up to date training on VA Scheduling Requirements. The incumbent may provide on-the-job training to new employees in accordance with established procedures and practices and may provide feedback to new employees. Must have minimum basic knowledge of Veteran Health Care Eligibility included but not limited to: Mission Act eligibility for Community Care services, CHAMPVA, VA Priority Groups, and Dental eligibility. The MSA must also have general knowledge of the role of other San Francisco VA Health Care System departments included by not limited to Medical Services, Business Services, Environmental Management, and Patient Experience. Serves as the initial point of contact for patients, determining the patient's needs. Facilitates resolution, within their scope, or directs patient to the appropriate area of need. May be required to perform the following: Troubleshooting/reconciling open encounters, provide higher level consult review, overbooking, entering leaf requests, clinic profile management, monitoring individual ICB configuration, service level recovery, filing, collating materials, ordering supplies, provide patient information. The LMSA may be tasked to provide training to employees within various sections within their department. LMSA may be tasked to perform timekeeping duties as assigned. LMSA may be tasked to provide backup MSA coverage as needed. Other duties as assigned. Work Schedule: Monday - Friday 8:00am-4:30pm or as determined by supervisor. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 662-09854F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

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.

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/.