Lead Medical Support Assistant

Lead Medical Support Assistant

The Lead Medical Support Assistant (MSA) is responsible for ensuring that all administrative and scheduling processes comply with national VHA directives, local policies, and Joint Commission standards. This position requires knowledge of VA scheduling procedures, community care regulations, consult management, and patient flow optimization. The incumbent plays a vital role in managing workflow, resolving complex administrative challenges, and fostering an environment of continuous improvement and sets 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 family members both in person and on the phone. The incumbent completes coordination of care encompassing both traditional VA outpatient and key community care scheduling activities to facilitate timely appointment scheduling and an enhanced Veteran experience that support patient flow, patient support functions to include, but not limited to appointment cycles, outside patient referrals, follow-up care, overbooking, and provider availability.

Plans work to be accomplished by AMSAs in the RCT. Sets and adjusts short-term priorities and prepares schedules for completion of work

Assign work to AMSAs based on priorities, consideration of the difficulty and requirements of the assignments and the capabilities of employees

Provides input to the Administrative Supervisor on the performance of AMSA

Maintains access to and proficiency in complex scheduling clinic appointments and procedures

Gives instruction to AMSAs on work and administrative matters

Identify developmental and training needs of employees; providing or arranging for needed development and training

Recommend ways to improve production or increase the quality of the work directed

Independently utilize reference sources in decision-making and empowering the team to collaborate and resolve problems within a complex systems environment

Provide administrative support for medical staff, ensure that clinics effectively support the needs of the service, and work closely with providers offering feedback and solutions to clinic access and address patient issues

Coverage for AMSA staff who are absent

Work Schedule: Monday-Friday, hours set by the needs of the service; days

Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.

Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA

Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)

Telework: Ad-hoc only

Virtual: This is not a virtual position.

Functional Statement #: 63362F

Permanent Change of Station (PCS): Not Authorized

PCS Appraised Value Offer (AVO): Not Authorized