[Hiring] Lead Medical Support Assistant @Fayetteville AR VA Medical Center

Role Description

The Lead Medical Support Assistant (LMSA) position is in the Clinical Contact Center of the Veterans Health Care System of the Ozarks (VHSO) located in Fayetteville, Arkansas. Selectee must be located in the catchment area (within 2 hours) to one of the Veterans Health Care System of the Ozarks (VHSO) community-based outpatient clinics or main facility in the event there is a power outage or internet loss.

The Lead Medical Support Assistant in a VISN Clinical Contact Center (CCC) as part of an inter-professional healthcare team. Lead MSAs provides support across multiple ancillary and inter-professional clinics and determines the needs of the Veteran/caregiver. The lead MSA is responsible for routing clinical questions to appropriate clinical staff. The lead MSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. The Lead MSA provides information on programs and initiatives available to Veterans and provides administrative referrals of services as needed. The Lead MSA collaborates to best coordinate the care needs of the Veteran. Duties may include but are not limited to:

• Monitors work assignments
• Provides input on performance
• Resolves daily workplace issues and maintains efficient workflow
• Assures coverage of all areas of responsibility
• Conducts ongoing reviews to ensure quality of work
• Ensures accurate and timely scheduling of appointments
• Provides guidance to staff members to include changes in policies and procedures
• Distributes and balances workload
• Maintains employee work schedules
• Orients and provides on-the-job training for new and current employees
• Ensures all training requirements are met
• Organizes the work structure of assigned areas
• Acts as liaison between MSA and staff in order to resolve day to day conflicts
• Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs all related duties
• Provides customer service and other duties assigned for the proper and timely treatment of patients
• Trains staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities
• Screens and or receives phone calls in a courteous and timely manner to determine the nature of requests and provide the information desired using privacy rules and established inpatient processes.
• Schedules, cancels, reschedules patient appointments and/or consults; enters no show information; monitors appointment requests from multiple electronic sources.

Work Schedule: Monday - Friday, 7:00am-3:30pm or 8:00am -4:30pm. Schedule subject to change based on the needs of the facility.

Qualifications

• United States Citizenship.
• No experience required.
• High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy.
• May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

Requirements

• One year of experience equivalent to the GS-06 grade level which includes:
  • Collaborating with medical clinicians across multiple disciplines, scheduling interdisciplinary appointments, and possessing an advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community.
  • Providing staff development and training, delegating responsibilities/assigning workload to other staff members, following up on issues, and reviewing and monitoring data to ensure reports are complete and accurate.
• Demonstrated Knowledge, Skills, and Abilities (KSAs):
  • Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources.
  • Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
  • Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
  • Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
  • Ability to provide staff development and training.
  • Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs.

Benefits

• Competitive salary and regular salary increases
• 37-50 days of annual paid time off per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
• 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.
• 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.
• Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
• Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)