Lead Medical Support Assistant

Medical Support Assistant

Functions or Scope of Assigned Duties:

Manages appointment scheduling, cancellations, re-scheduling, and no-show documentation following VA policies.

Acts as liaison among Veterans, clinical staff, and external agencies, ensuring effective communication.

Handles front desk duties, answers calls, and responds to inquiries via multiple communication systems.

Maintains and secures medical records, verifies demographic and insurance data, and facilitates transfer of records.

Supports clinical flow by coordinating pre-appointment requirements and monitoring clinic schedules.

Trains new staff, assesses workload, and recommends process improvements.

Coordinates emergency and non-emergency transfers, ensuring timely and accurate documentation.

Uses various software systems including VISTA, CPRS and secure messaging platforms.

Prepares reports, agendas, and minutes for team meetings, supporting Veteran care planning.

Ensures compliance with HIPAA, VA policies, and safety protocols.

Monitors clinic utilization, appointment accuracy, and resource use.

Assists with outreach, community resources, and clinic operational adjustments.

Manages workload, assigns tasks, and ensures deadlines are met.

Acts as a mentor and trainer for MSA staff, providing guidance on communication and clerical procedures.

Work Schedule: Monday-Friday 8:00am-4:30pm

Telework: Ad-Hoc

Virtual: This is not a virtual position.

Functional Statement #: 000000

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized