Lead Medical Support Assistant

Veterans Health Administration•North Little Rock, AR

6d•Onsite

About The Position

The Lead Medical Support Assistant provides specialized administrative patient support in an interdisciplinary coordinated-care model for the Central Arkansas Veterans Healthcare System (CAVHS) Clinical Contact Center (CCC), located in North Little Rock, Arkansas. The role coordinates Medical Support Assistant assignments and workflow across multiple ancillary services and interprofessional clinics, and helps determine the needs of Veterans and caregivers. The Lead MSA supports access to care across clinics, specialties, and community resources, working with CAVHS/VISN programs, services, and care-team members through contact methods such as telephone, secure messaging, chat, text messaging, and video. The Lead MSA assesses daily workloads, assigns and balances work, ensures staffing coverage, evaluates training records, identifies training needs, and provides staff guidance and development. The position assists with complex and non-standard procedures, supports clinical flow, maintains employee schedules, and acts as a liaison to resolve day-to-day workplace conflicts. The Lead MSA also performs and oversees patient access and administrative tasks, including appointment and consult scheduling, cancellations and rescheduling, no-show documentation, monitoring appointment requests, gathering patient information, processing medication refill requests, reviewing electronic health records, obtaining medical records, faxing, and updating patient demographics. The position is based in an office/clinic environment and is not virtual or eligible for telework. Work hours are rotating and include weekends and holidays; the schedule may change according to facility needs. The work may involve several tasks at once and sometimes stressful situations. Physical activities may include standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing. The position may require personal protective equipment and annual TB screening or testing. The full performance level is GS-07.

Requirements

U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under 38 U.S.C. § 7407(a).
High school diploma, GED equivalency certificate, or state/territorial proficiency certificate.
Proficiency in spoken and written English.
One year of experience equivalent to the GS-06 level for the GS-07 Lead MSA grade.
Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources.
Skill communicating to achieve desired outcomes and coordinating with interdisciplinary care-team staff.
Ability to use numerous advanced patient systems supporting 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, adjust work to meet team and patient needs, follow up on pending issues, and understand the impact of incomplete work across multiple clinics.
Must complete the required application steps and online assessment.
Subject to background/security investigation and pre-employment requirements, including a physical evaluation and online onboarding.
Must participate in the seasonal influenza vaccination program.
Must serve a one- or two-year trial period.
May be required to wear personal protective equipment and undergo annual TB screening or testing.

Responsibilities

Coordinate Medical Support Assistant assignments and workflow across an interdisciplinary coordinated-care unit.
Assess daily workloads, assign work, ensure staffing coverage, evaluate training records, and determine staff training needs.
Assist with complex and non-standard procedures, including clinical flow processes related to access to care across clinics, specialties, and community resources.
Collaborate with CAVHS/VISN programs, services, and interdisciplinary care-team members to provide access to care through telephone calls, secure messaging, chat, text messaging, and video.
Monitor and make work assignments, provide input on performance, resolve daily workplace issues, and maintain efficient workflow.
Ensure work-area coverage and accurate, timely appointment scheduling; guide staff on changes in policies and procedures; and distribute and balance workload.
Create and maintain employee work schedules; orient and provide on-the-job training to new and current employees; and ensure training requirements are met.
Organize assigned work areas and act as a liaison among MSA staff and other staff to resolve day-to-day conflicts.
Schedule, cancel, and reschedule patient appointments and consults; enter no-show information; and monitor appointment requests from multiple electronic sources.
Gather medical information from patients, process medication refill requests, review electronic health records, obtain medical records, and fax materials.
Participate in huddles with MSAs and/or CAVHS/VISN CCC staff to determine daily needs.
Monitor outpatient appointments in areas of responsibility and verify and update patient demographics when contacted by patients.