LEAD MEDICAL SUPPORT ASSISTANT

Lead Medical Support Assistant

The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model and performs all related duties; customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics. He/she must assist with clinical access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. The Lead MSA is responsible for daily workload assignments, assigning work, and assuring proper staffing coverage, and determines training needs of MSAs including advanced MSAs to provide support across interdisciplinary settings. Supports patient safety standards using the correct Veterans Affairs identification of all patients using two forms of identification, name and full Social Security Number. The patient may also present the Veterans Identification Card (VIC) for identification. When assisting the MSA staff in the check-in process, he/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Assures MSA staff explain the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. Assured staff collects, scans, and updates health insurance information serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third party insurance. Promotes veteran registration for and utilization of MyHealtheVet (MHV). Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to the appropriate department for scanning. Incumbent must be able to train staff in the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: a. Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. b. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. c. Daily review of active/pending consultants, Electronic Wait List, Recall list and Audio care communications for accuracy and disposition. The Lead MSA may be asked to participate in PACT or Specialty Service Lines daily teamlet huddles and weekly team meetings where patient care planning and management occur. Incumbents will rotate this to ensure all MSA staff are in attendance and understand the process.

Work Schedule: Monday-Friday 7:30 am-4:00 pm

Telework: Adhoc Telework in accordance with agency policy

Virtual: This is not a virtual position.

Functional Statement #: 61967F

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized