LEAD MEDICAL SUPPORT ASSISTANT

Lead Medical Support Assistant

The position is in Health Administration Service and serves as the Lead Medical Support Assistant in PACT, Specialty Care, Mental Health, Radiology, and/or Community Care Sections.

Incumbent performs administrative support functions including scheduling appointments, inbound/outbound phone support, consult review and necessary documentation related to care coordination for treatment of patients in the medical center or outpatient clinics.

The Lead MSA is a subject matter expert for scheduling processes/operations and assists in training as well as workload coordination and daily workflow assignments.

The Lead MSA demonstrates strong communication and customer services skills and works closely with all staff members performing the administrative duties essential to support the timely care of patients and support of the service/unit goals.

The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow.

Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; assist in providing workload; assist in creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between MSA and clinical staff in order to improve day to day operations.

Incumbent supports workload distribution among employees in accordance with established workflow or job specialization, assures timely accomplishment of the assigned workload as directed by the MSA Supervisor; validates assigned work and reviews completed work to ensure adherence to applicable to work sequences, procedures, directives, methods, and deadlines, and communicate accordingly to the MSA Supervisor.

Incumbent may amend or reject work not meeting established standards and provide appropriate intervention/training as directed by the MSA Supervisor.

Lead MSA checks the status and progress of work and may support adjustments in accordance with established priorities and/or obtaining assistance from the supervisor when necessary.

Lead MSA creates and maintains consult, RTC, and recall reports for assigned areas to ensure that patients are scheduled in a timely manner; assists with access measures by monitoring clinic appointment availability and ensures that all open appointment slots are filled; reviews open encounters on a daily, weekly, and monthly basis for all clinical areas; provides reports about open encounters to all supervisors and distributes encounters to staff for completion as directed.

Perform clinical cancellations in accordance with policy and ensures that insurance capture has been achieved for assigned areas.

The Lead MSA coordinates with the patient care team to review the clinic utilization by using various reports, ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments.

They develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies.

Incumbent's supervisor sets priorities but coordinates directly with the Lead MSA to organize recurring activities.

The incumbent must coordinate efforts to ensure all aspects of duties are accomplished efficiently, timely, and correctly.

Work Schedule: TBD, Monday - Friday

Telework: Not Available- Ad-hoc

Functional Statement #: 53191-A

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized