LEAD MEDICAL SUPPORT ASSISTANT

Lead Medical Support Assistant

The Lead MSA monitor(s) and makes work assignments for lower graded positions, provides input on performance, resolve daily workplace issues and maintains efficient workflow within the Call Center. Assignments at this level include, assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure a quality work product, ensuring accurate and timely scheduling of new patient appointments, providing guidance to lower graded staff to include changes in policy and procedures, creating and maintaining employee work schedules; distributing and balancing workload, orientating and providing on the job training for new and current employees, ensuring training requirements are met, organizing the work structure of his or her area, and active as a liaison between staff and Supervisory MSA in order to resolve any day to day conflicts.

The incumbent is responsible for assuring accurate, complete, and timely appointment management and the coordination of administrative information between the clinical staff and the patient.

The incumbent will be assigned work and/or receive training with the objective of acquiring the qualifications needed to successfully perform the duties and responsibilities of a Lead MSA.

The Lead MSA works collaboratively in an interdisciplinary coordinated care delivery model (Community Base Clinics) providing effective internal and external customer service and other duties assigned for the proper and timely treatment of patients and maintains appointment schedules for a variety of outpatient clinics.

The incumbent must acquire knowledge of internal organizational procedures, knowledge of various facility services, knowledge of commonly used medical terminology and abbreviations and VA acronyms and their meaning.

The Lead MSA must be able to set priorities and make day-to-day adjustments in accordance with established priorities obtaining assistance from the supervisor on problems that may arise.

Incumbent must use each interaction with the patient to validate and update patient demographic information, over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.

As front-line contact with patients and other staff, the incumbent(s) sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact is required when dealing with veterans.

Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.

Preferred Experience: Training experience and support to staff.

Work Schedule: 8a-4:30p Monday-Friday

Telework: Not Available

Virtual: This is not a virtual position.

Permanent Change of Station (PCS): Not Authorized

PCS Appraised Value Offer (AVO): Not Authorized