Lead Medical Support Assistant

Job Title

Duties and responsibilities include, but are not limited to:

Workforce Leadership and Training

• Serves as the primary preceptor for all new MSAs and AMSAs in the HSA 5.1 (legacy VISN 20) Float Pool
• Monitors work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow
• Assigns workload to individual AMSAs/MSAs and provides guidance on changes to policies and procedures
• Distributes and balances workload across staff
• Orients and provides on-the-job training for new and current AMSAs/MSAs in the HSA 5.1 (legacy VISN 20) Float Pool
• Organizes the work structure of assigned areas
• Acts as liaison between AMSAs/MSAs and staff to resolve day-to-day conflicts

Quality Assurance and Compliance

• Conducts ongoing reviews to ensure quality of work
• Ensures accuracy and timeliness of the consult management process in accordance with national Scheduling Directives and Consult Management policies
• Assures coverage of the HSA 5.1 (legacy VISN 20) MSA Float Pool

Patient and Customer Service

• Serves as the front-line contact for patients and staff, setting the tone for perceptions of health care service quality at the VA
• Exercises a high degree of tact and diplomacy when working with Veterans who have multiple health problems
• Provides supportive assistance to Veterans to ensure prompt attention to their health care coordination needs
• Performs at a competent level in all patient-facing duties

Scheduling and Care Coordination

• Schedules internal and non-VA medical appointments when services are not available at a VA facility
• Coordinates with internal and private-sector points of contact to authorize and schedule care
• Receives consult requests for long-term and short-term authorization of outpatient non-VA care
• Tracks pre- and post-appointment follow-ups
• Manages clinical documentation and correspondence with Veterans and non-VA providers

Administrative Support

• Delivers administrative support to staff and supervisors associated with (legacy VISN 20) HSA 5.1 MSA Float Pool policies and directives
• Completes other duties and special projects as assigned by HSA 5.1 (legacy VISN 20) MSA Float Pool leadership

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

Telework : Not available

Virtual: This is not a virtual position.

Relocation/Recruitment Incentives : Not authorized

Permanent Change of Station (PCS): Not authorized