Lead Medical Support Assistant

Lead Medical Support Assistant

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; providing guidance to staff members to include changes in policies and procedures; distributing and balancing workload; 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 MSAs and other staff in order to resolve day to day conflicts. Assists in collaboration of an interdisciplinary coordinated care delivery model and performs all related duties; customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by all scheduling staff.

• Demonstrates Courtesy and Professionalism: As frontline contact with patients and staff, the Lead MSA 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 their family members both in person and on the phone.
• Meets, Communicates, and Interacts. Demonstrates ability to meet, communicate, and interact with individuals from varying backgrounds and with other health care team members in order to Operates Computerized Programs. Demonstrates ability to use various types of office automation equipment and software, to include ability to set up, organize, and maintain record systems.
• Utilizes such programs and databases to make appointments in a clinical setting.
• Maintains patient confidentiality with information, per HIPAA requirements.
• Employee Education. Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor.

The supervisor makes assignments by defining objectives, establishing priorities and determining deadlines. The supervisor assists with unusual situations which do not have clear precedents. The employee plans and carries out successive steps of work assignments and independently handles problems and deviations based on personal knowledge of care line operations and policy, clinical schedules, and provider's preferences. The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, staff conflicts, or difficulty in securing information from clinicians or the record. The incumbent is responsible for maintain the confidentiality of information obtained to carry out required duties.

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

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.

Telework: Not Available

Virtual: This is not a virtual position.

Functional Statement #: 91465A, Lead Medical Support Assistant/CBSR-12968681-26-JD.

Permanent Change of Station (PCS): Not Authorized

US Department of Veterans Affairs