Lead Medical Support Assistant

Lead Medical Support Assistant

The Lead MSA provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Some of the major duties of this position include, and are not limited to:

• Preferred experience as a Medical Support Assistant in the VA
• Delivers exceptional customer service by responding to inquiries, resolving complex issues, and maintaining high satisfaction across diverse client groups.
• Engages in continuous professional development, including active participation in stretch assignments, detailed leadership roles, and targeted training programs to expand core competencies
• Ensures accurate and timely scheduling of appointments and completion of return to clinic orders and recalls.
• Provides guidance to staff members to include changes in policies and procedures, distributing and balancing workload to care
• Provides input during team meetings to assist in resolving problems having to do with operational issues or procedure as a liaison among administrative staff, patients and other interdisciplinary staff to resolve day-to-day conflicts
• Records and monitors leave calendars and timekeeping duties.
• Sets priorities and deadlines; adjusting the flow and sequencing of the work to meet team and patient needs.
• Monitors work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow.
• Reviews data and reports to ensure efficiency, quality, and completion of work
• Follows policies and procedures related to scheduling and access workflow, unresolved open consults and return to clinic orders and responding to actionable reports for open encounters, action required and other unresolved encounter documentation reports.
• Enters appropriate information into the electronic health records.
• Assists in gathering information related to patient complaints in the GEC programs and assist the supervisors in resolving complaints in a timely fashion
• Develops and maintains effective and efficient communication with the patient, the interdisciplinary team, their supervisor, and other specialty services within the healthcare system.
• Works collaboratively with other services.
• Orients and provides on-the-job training for new and current employees; ensuring all training requirements are met.
• Participates in team huddles and meetings.
• Manages clinic reports.
• Performs administrative follow-up actions.
• Supports all applicable services
• Appointment management, Clinic profile management
• Manage scheduling menus in VISA to schedule appointments in GEC and other specialized programs
• Subject matter expert in all administrative support applications: VISTA, VSE, VISTA GUI, Secure Messaging, Consult Tracking Manager (CTM), PATS-R, etc.
• Preferred 1-2 years of experience with VA Scheduling Programs and management of appointments

Work Schedule: Rotating shifts between 7:00am-12:00am

Compressed/Flexible: Not Available

Telework: Not Available

Virtual: This is not a virtual position.

Functional Statement #: 000000

Relocation/Recruitment Incentives: Not Authorized.

Permanent Change of Station (PCS): Not Authorized.

PCS Appraised Value Offer (AVO): Not Required.

US Department of Veterans Affairs