Lead Medical Support Assistant

Job Title

Major duties include but are not limited to:

• Monitor daily operations, assign work based on supervisory priorities, balance workloads, and maintain efficient workflow.
• Ensure coverage for all assigned areas and create and maintain employee work schedules.
• Review work quality and ensure appointments are scheduled accurately and on time.
• Guide staff on scheduling policies, procedures, and workflow changes.
• Orient and train new and current employees, provide on-the-job training, and ensure training requirements are completed.
• Coordinate special projects and scheduling deliverables in accordance with the National Scheduling Directive.
• Provide input on employee performance and resolve routine workplace issues and conflicts, escalating matters when necessary.
• Serve as a liaison among Medical Support Assistants, clinical staff, patients, patient advocates, and supervisors.
• Track and report workload related to consults, return-to-clinic orders, recall reminders, enrollments, registries, health screenings, and care coordination.
• Serve as a subject matter expert for scheduling, cancellations, no-shows, encounter management, screening protocols, insurance capture, registration, patient reminders, clinic profiles, eligibility, Community Care, and related communications.
• When assigned to Primary Care, back up PCMM functions, support data collection and validation, troubleshoot relevant software applications, validate provider-assignment information, and provide NEAR disposition coverage.

Work Schedule: Monday-Friday, 7:30am-4pm & 8am-4:30pm

Telework: Not available.

Virtual: This is not a virtual position.

Functional Statement #: 25754F

Relocation/Recruitment Incentives: Not authorized

Permanent Change of Station (PCS): Not authorized