[Hiring] Lead Medical Support Assistant @VHA VISN 20 Human Resources

Role Description

The incumbent serves as Lead Advanced Medical Support Assistant (Lead MSA) in a VISN Clinical Contact Center (CCC) as part of an interprofessional healthcare team. The Lead MSA provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver. The Lead MSA is responsible for routing clinical questions to appropriate clinical staff and 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.

• Assessing daily workloads
• Assigning work assignments
• Assuring proper staffing coverage
• Evaluating training records and determining training needs of MSAs
• Providing input on performance
• Resolving daily workplace issues
• Providing guidance to staff members to include changes in policies and procedures
• Creating and maintaining employee work schedules
• Scheduling, canceling, re-scheduling patient appointments and/or consults
• Gathering and obtaining medical information from patients
• Processing medication refill requests
• Managing patient systems to verify and validate accuracy and resolve issues
• Assisting the unit with complex and non-standard procedures, including clinical flow process related to access to care across multiple clinics, specialties and/or community resources
• Screens incoming contacts and independently routes the contacts to the appropriate area for resolution
• Providing high-quality customer service to Veterans and their families/caregivers
• Resolving Veteran complaints as appropriate

Qualifications

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j
• Specialized Experience: Must possess one year of specialized experience equivalent to the GS-6 grade level 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.
• Resume must include hours per week for work experience credit.

Requirements

• 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 care systems in support of multiple clinics in an interdisciplinary setting.
• Ability to organize work, set priorities, and delegate tasks/responsibilities 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.
• This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics.

Benefits

• Work Schedule: Schedule TBD
• Pay: TBD based off of selected incumbent's geographical location.
• Remote: This is a remote position.
• Financial Disclosure Report: Not required

Physical Requirements

The work is mostly sedentary but may require periods of standing or walking; however, there are no physical requirements for the 0679 Medical Support Assistant occupation.