Lead Medical Support Assistant

Lead Medical Support Assistant

The Lead Medical Support Assistant provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.

Customer service requirements include:

• Meets the needs of customers while supporting the medical center and service missions.
• Consistently communicates and treats customers (patients, visitors, volunteers, and all medical center staff) in a courteous, tactful, and respectful manner.
• Provides the customer with consistent information according to established policies and procedures.
• Handles conflict and problems in dealing with the customer constructively and appropriately.

Work involves 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 community care procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of VA and community care services in a coordinated care delivery model.

Lead MSA trainers at this level develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies.

Other assignments at this level include, but are not limited to:

• Processes incoming patient secure messaging through My Healthy Vet and coordinates with care team as appropriate.
• Participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team.
• Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
• Identifies incomplete encounters and communicates findings to providers.
• Assists the team to reinforce the plan of care and self-help solutions.
• Enters appropriate information into the electronic record.
• Monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure.
• Manages patient systems to verify and validate accuracy and resolve issues.
• Evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment.
• Informs team members about shared patients (i.e., those who receive their care at multiple VA centers or those who receive care in the community).

The Lead Medical Support Assistant plans and accomplishes work independently using guidelines she/he has been trained to follow, referring only the unusual, difficult or complex cases to the supervisor. The supervisor reviews and monitors job performance periodically to assure that intent and mission of the program is accomplished, and guidelines are followed. The incumbent also receives program direction and guidance from the team's leadership, i.e., charge nurse and medical director.

Work Schedule: 8:00 am - 4:30 pm supervisor discretion

Pay: Competitive salary and regular salary increases.

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.

Virtual: This is not a virtual position.

Functional Statement #: 03975F