Lead Medical Support Assistant

Lead Medical Support AssistantHelpCompleted assignments are evaluated for technical soundness, usefulness, and conformance with VA requirements.Establishes guidelines, specific performance measures, and general expectations for supervised staff which are clearly communicated through the formal employee management system.Exercises responsibility involving work and staffing assignments and review and reassignment of such.Provides on-going education for the MSAs that fall under his/her supervision as updates to processes occur.Monitors the administrative function of the Community Care department including, appointment management, phone logs, authorization process and consult management.Demonstrates and conducts work performance critiques and analyzes daily workload; provides both informal feedback for formal evaluation of employee performance and competency.Resolves informal complaints and grievances.Develops Performance Improvement Plans (PIP) and recommend personnel actions when needed.Advises staff on work and administrative matters.Ensures AMSAs and MSAs receive training and comply with safety regulations.Monitors work processes to maintain effectiveness and adherence to Service Line (SL) requirements.Tracks and report on processing quality and customer service within the SL.Implements plans to maintain high-quality clerical services and address deficiencies.Makes adjustments to clarify technical requirements as needed.Provides advice and counsel to staff related to work and administrative matters.Monitors daily staffing levels and ensures equal distribution of workload/coverage on a daily basis.Resolves recurring clerical or technical tasks following standard operating procedures developed for the department.Provides additional, specific guidance and reference sources on new or difficult assignments.Collaborate and communicate effectively with healthcare professionals to ensure quality and continuity of care, and compliance with policies and regulations.Demonstrate strong customer service and interpersonal skills.Conduct briefings, orientations, staff development, and training.Delegate authority, evaluate staff and programs, accomplish program goals, and adapt to changing priorities.Motivate, develop, and direct subordinates.Collect and interpret clinic utilization data, including Consult Toolbox usage, consult processing following Field Guidebook and consult volume.Serve as a facility and patient educator and advocate for Veterans regarding coordination of approved community care authorizations.Educates providers and team members about Veterans' medical care using email, fax, phone, and by scanning documents into electronic medical records.Maintains electronic databases to track Community Care service consults.Ensures that finished work and methods used by MSA's are technically accurate and in compliance with established instructions, methods, procedures, and deadlines.Demonstrates advanced knowledge of the technical health care process as it relates to community care.Assists with contacting Veterans by telephone and My HealtheVet to explain pending or new consult request, ensures that Veteran appointments are made with other VA facilities, contract sites, or community providers of Veteran's choice as appropriate.Communicates with all community providersUtilizes automated tracking tools and computers for recordkeeping, correspondence, and tracking operations.Performs accurate data entry to update and correct information in various databases and records.Assists Veterans, beneficiaries, personal representatives, and healthcare personnel with entitlements and guidelines for VA-authorized treatment at VA expense or at other facilities.Ensures proper authorization and correspondence is sent to vendors and Veterans.Consistently communicates with all internal and external customers in a courteous, tactful, and respectful manner.Maintains effective communication among patients, interdisciplinary teams, VA medical centers, and other agencies.Supports discharge communications and coordinates with non-VA medical facilities as needed.Develops and manages tracking systems for follow-up care, such as consults and tests.Participates in team huddles and meetings to manage and plan patient care.Sets priorities and deadlines, adjusting workflow to meet team and patient needs.Work Schedule: Monday - Friday, 8:00am - 4:30pmCompressed/Flexible: Not AuthorizedTelework: Ad-hocVirtual: This is not a virtual position.Relocation/Recruitment Incentives: Not Authorized.