Lead Medical Support Assistant

Lead Medical Support Assistant

The Lead Medical Support Assistant (LMSA) assists the unit with complex and nonstandard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include but are not limited to ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among patients, and other interdisciplinary staff to resolve day-to-day conflicts. Duties may include but are not limited to:

• 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 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.
• Provide direct customer/patient service.
• Identifies the customer's/patient's situation properly and performs the tasks required to resolve the customer's/patient's problem accurately and in a timely manner. Follows-up as necessary, to ensure a satisfactory resolution.
• Consistently responds to patients', families', visitors', and co-workers' requests for assistance promptly and in a friendly and cooperative manner.
• Provides verbal and/or written information that is thorough and correct, using clear and precise communication methods to ensure that customers understand.

Work Schedule: Full-time, Monday-Friday 8:00 am-4:30 pm, subject to change based on the needs of the service.

Relocation Incentive (Sign-on Bonus): Not authorized.

Permanent Change of Station (Relocation Assistance): Not authorized.

Pay: Competitive salary and regular salary increases.

Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)

Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA

Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)

Telework: Authorized

Virtual: This is not a virtual position.

Functional Statement #: 564-00067-F