Lead Medical Support Assistant

Veterans Health Administration•Cleveland, OH

2d•Onsite

About The Position

The VA Northeast Ohio Healthcare System is recruiting a Lead Medical Support Assistant to work in the Patient Transfer Center within Patient Care Administrative Service (PCAS). The position provides administrative support across interdisciplinary settings and assists with complex and non-standard procedures. The Lead Medical Support Assistant helps ensure appointments are scheduled accurately and on time, provides staff guidance on policy and procedure changes, and orients and trains new and current employees. The role also organizes the work structure in assigned areas, serves as a frontline contact for patients and staff, ensures coverage across areas of responsibility, and helps ensure training requirements are met. The work schedule is 7:00 a.m. to 3:30 p.m., Monday through Friday, with rotating weekends and holidays. Telework and virtual work are not available. The work is mostly sedentary and involves sustained sitting and concentration, with some walking, standing, bending, and carrying light objects. It may also involve stooping, reaching, lifting, pulling, moderate exertion, and occasional walking some distance to meetings.

Requirements

U.S. citizenship, subject to the stated VA exception for non-citizens when recruiting qualified citizens is not possible.
High school diploma, GED equivalency certificate, or a proficiency certificate from a state or territorial-level Board or Department of Education.
Proficiency in spoken and written English.
One year of specialized experience equivalent to the GS-06 level in federal service, including experience coordinating with patient care teams, managing appointment scheduling, participating in team huddles or meetings, and providing courteous customer service.
Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, or community resources.
Ability to use numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
Ability to organize work, set priorities, and delegate tasks or responsibilities to meet deadlines.
Skill in communicating to obtain desired results and coordinating with interdisciplinary care team staff.
Ability to provide staff development and training.
Ability to manage staffing requirements and workflow priorities, adjust work flow to team and patient needs, follow up on pending issues, and understand the impact of incomplete work across multiple clinics.
Complete the required application steps and online assessment.
Meet background and security investigation requirements and complete online onboarding.
Meet Selective Service registration requirements, if applicable.
Participate in the VA seasonal influenza vaccination program.
Serve a one- or two-year trial period, during which continued employment is subject to written certification.

Responsibilities

Provide daily administrative support across interdisciplinary settings.
Assist with complex and non-standard procedures.
Ensure accurate and timely scheduling of appointments.
Provide staff guidance, including guidance on changes in policies and procedures.
Orient and provide on-the-job training for new and current employees.
Ensure all training requirements are met.
Organize the work structure of assigned areas.
Act as a frontline contact with patients and staff.
Assure coverage of all areas of responsibility.
Coordinate with patient care teams to review clinic appointment availability and schedule, cancel, or reschedule patient appointments and consults.
Participate in team huddles and meetings to manage and plan patient care.
Communicate with and treat patients, visitors, volunteers, and VA staff in a courteous, tactful, and respectful manner.
Manage staffing requirements and workflow priorities, adjust work flow to meet team and patient needs, and follow up on pending issues.