Lead Medical Support Assistant

Veterans Health Administration • Bedford, MA

11d • Onsite

About The Position

This permanent, full-time position is in the Connected Care Service at the VA Bedford Healthcare System in Bedford, Massachusetts, and is scheduled for 40 hours per week. The Lead Medical Support Assistant oversees and evaluates Medical Support Assistant work, partners with clinical staff to resolve complex problems, and helps ensure patient services are completed. The role evaluates equipment, systems, and processes and recommends operational improvements. It also identifies staff education and training needs and evaluates scheduling practices.

The incumbent trains new employees in clerical processes and applies VA policies, regulations, guidelines, and procedures to patient scheduling, consults, NEAR, Electronic Wait Lists, and pre-appointment clinical requirements. The role monitors access to care and ICB usage, supports clinic utilization and profile management, and keeps current with changing regulations, directives, software patches, programs, and healthcare-benefit processes. Additional duties include maintaining reports, handling calls and correspondence, supporting HealtheVet registration and use, and assisting with office supplies.

The position is performed in an adequately lighted, climate-controlled office. Telework and virtual work are not available. The work schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m. The position is covered by a special rate; recruitment/relocation incentives and relocation assistance are not authorized.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under 38 U.S.C. § 7402(d).
• High school diploma, GED equivalency certificate, or proficiency certificate from a state or territorial Board or Department of Education.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to GS-06 for the GS-07 grade determination.
• Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, and/or community settings.
• Skill communicating to obtain the desired effect and coordinating with interdisciplinary care team staff.
• 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.
• Ability to provide staff development and training.
• Ability to manage staffing requirements and workflow priorities and adjust work to meet team and patient needs, including following up on pending issues and understanding the impact of incomplete work across multiple clinics.
• Must meet employment conditions that include background/security investigation, seasonal influenza vaccination, online onboarding, and a 1- or 2-year trial period.
• Male applicants born after December 31, 1959, must be registered with Selective Service.

Responsibilities

• Oversee and evaluate the work of Medical Support Assistants, and work with clinical staff to resolve complex problems and ensure patient services are accomplished.
• Evaluate equipment, systems, and processes and recommend improvements to operations.
• Identify staff education and training needs and evaluate scheduling practices.
• Provide educational sessions to train new employees in clerical processes and ensure processes, functions, and goals are understood and met.
• Apply VA policies, regulations, guidelines, and processes for scheduling appointments, consults, NEAR, Electronic Wait Lists, and pre-appointment clinical requirements.
• Monitor clinic access to care.
• Monitor ICB usage and ensure insurance is collected at appointments and appropriately captured by scheduling staff.
• Keep abreast of changing regulations, directives, software patches, programs, and processes involved in delivering healthcare benefits.
• Assist with cleanup of the EARR and delinquent recall report.
• Support clinics with utilization and clinic profile management, including setting up clinic grids and canceling or restoring clinics.
• Screen and receive phone calls courteously and promptly, determine the nature of requests, and provide information using privacy rules and established clinic processes.
• Prepare correspondence and memos as needed.
• Promote Veteran registration for and use of HealtheVet (MHV).
• Stock basic office supplies for the executive suite.
• Enter Veterans seeking emergent or urgent care and schedule appointments accurately.
• Use call lists and telephone Veterans to preregister them before scheduled visits.
• Communicate and interact with patients in a manner appropriate to the cognitive, emotional, and chronological maturation needs of adult and/or geriatric patients.
• Ensure appropriate VA forms are used correctly and regulations are followed.
• Perform additional duties or tasks assigned by the supervisor to support efficient daily operations.

Benefits

• 37–50 days of annual paid time off per year, including 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Potential credit toward annual leave accrual based on prior work or military service, subject to approval.
• Up to 12 weeks of paid parental leave after 12 months of employment.
• Child care subsidy may be available after 60 days for eligible full-time employees and families meeting the stated income and eligibility criteria.
• Traditional federal pension with five-year vesting.
• Federal 401(k) with up to 5% in VA contributions.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs can be carried into retirement.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED