Lead Medical Support Assistant

Lead Medical Support Assistant Duties

The Lead Medical Support Assistant is responsible for answering questions for lower graded staff relating to healthcare services in an inpatient or outpatient setting. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, maintains efficient workflow and creates a positive work environment. Duties include but are not limited to:

• Responsible for daily workload assessments, assigning work, and assuring proper staffing coverage.
• Evaluating training records and determining training needs of MSAs to provide support across interdisciplinary settings.
• Assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources.
• Assignments at this level include but are not limited to ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures, creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, MSA staff, patients and other interdisciplinary staff to resolve day to day conflicts.
• Provides comprehensive, detailed job training to all new clinic personnel in the clinic unit area.
• Monitors and typically schedules, cancels, and re-schedules patients' appointments and/or consults, enters no-show information, monitors the electronic wait list, prepares for clinic visits, monitors both inpatient and outpatient appointments for areas of responsibility, ensures that encounter forms are completed in order to obtain appropriate workload credit, verifies and updates demographics and insurance information, processes all emergency and non-emergency transfers to other VA facilities or to private hospitals (where applicable), and performs/facilitates basic eligibility.
• Demonstrates courtesy and professionalism.
• Identifies customers' concerns.
• Operates computerized programs. Utilizes computerized programs and databases to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. Utilizes such programs and databases to make appointments in a clinical setting. Maintains patient confidentiality with written and verbal information, per HIPAA requirements.
• Applies knowledge of medical terminology. In the particular clinical service area supported, demonstrates basic knowledge of the associated medical terminology sufficient to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility.
• Works independently. Works in a proficient and self-directed manner in order to accomplish a wide variety of tasks, to include setting priorities and coordinating work.
• Complies with employee education requirements by completing mandatory annual assignments through the TMS and complying with any other training or education requirements as determined by the supervisor.

Work Schedule: Full-time Monday-Friday 7:00 a.m. -3:30 p.m., 7:30 a.m. - 4:00 p.m., or 8:00 a.m. - 4:30 p.m.

Compressed/Flexible: Not Authorized

Telework: Not Available

Virtual: This is not a virtual position.

Functional Statement #: 595-04319-F

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized