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Lead Medical Support Assistant (Call Center)

Company: Veterans Health Administration
Location: Amarillo
Posted on: April 9, 2021

Job Description:

Basic Requirements: 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: Six (6) 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 Education: One (1) year above high school; or Experience/Education Combination: Equivalent combination of experience and education are qualifying for the entry level for which both education and experience are acceptable 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. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series and grade held, that are part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:(1) Such employees may be reassigned, promoted or demoted within the occupation.(2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.(3) If an employee who was converted to title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. 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). Preferred Experience: Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Skill in communicating with individuals in order to obtain the desired effect, ensuring compliance with established policies and regulations. Ability to provide staff development and training. Ability to manage staff requirements, manage priorities, and coordinate work in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrating an understanding of the impact of incomplete work. Ability to review and monitor data ensure all reports are complete and accurate. Ability to demonstrate a high level of customer service with both internal and external customers. This includes resolution of customer concerns with minimal supervision. Grade Determinations:
(a) Experience. One year of experience equivalent to the next lower grade level.
(b) Assignment. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between MSA and staff in order to resolve day to day conflicts. 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.(c) 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 in order 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 work in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrating an understanding of the impact of incomplete work.
5. Ability to review and monitor data to ensure all reports are complete and accurate. References: Medical Support Assistant Qualification Standards, VA Handbook 5005/53, Part II, Appendix G45, dated June 7, 2012. The full performance level of this vacancy is GS-7. Physical Requirements: Light lifting and carrying, (under 15 pounds); Reaching above shoulder; Use of fingers; Both hands required; Walking (2 hours); Standing (2 hours); Ability for rapid mental and muscular coordination simultaneously; Far vision correctable in one eye to 20/20 and to 20/40 in the other; Ability to distinguish basic colors; Ability to distinguish shades of colors; Hearing (aid permitted); Emotional and Mental Stability; and sitting (4-8 hours)

Keywords: Veterans Health Administration, Amarillo , Lead Medical Support Assistant (Call Center), Healthcare , Amarillo, Texas

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