Lead Medical Support Assistant

Lead Medical Support Assistant

The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, BHIP or other specialty care setting that is complex in nature and requires coordination of care such as but not limited to oncology, SCI, MST). Major duties include, but are not limited to:

• Incumbent uses scheduling software in accordance with VHA directives and established business rules to schedule appointments for Veterans, which include all of the following, but not limited to: Clinic visits (New, Established, Consultations, Procedures) which will include scheduling software components such as queues, orders, and referrals.
• Advises clinical staff on current administrative processes.
• Incumbent is responsible for answering phones, greeting patients, checking patients in for appointments, relaying messages to appropriate staff, scheduling appointments, including interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines.
• Assignments at this level include but are not limited to scheduling, canceling, re-scheduling appointments and /or referrals; entering no-show information; monitoring appointment requests from multiple sources; participating in huddles with other MSAs and /or clinic staff to determine the daily needs of clinics.
• Incumbent uses approved Electronic Health Record (EHR) in conjunction with approved scheduling software to view, process and schedule orders, Radiology Orders and referrals by interpreting and verifying provider and patient requests, which may also include but not limited to, receiving, and entering documentation into EHR in accordance with VHA policies and directives.
• Provide specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. This includes 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.
• Recommends changes to existing clinic procedures based on current administrative guidelines.
• Coordinates with the patient care team to review clinic appointment availability and utilization to ensure that schedules are closely monitored to effectively support the needs of the clinics.

Performs other duties as assigned.

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

Permanent Change of Station (Relocation Assistance): Not Authorized

Telework: AD-HOC only

Virtual: This is not a virtual position.

Functional Statement #: N/A

Permanent Change of Station (PCS): Not Authorized