Lead Medical Support Assistant

Veterans Health Administration•West Haven, CT

9d•Onsite

About The Position

The Lead Medical Support Assistant (MSA) position is located at the VAMC in West Haven, Connecticut. This role involves using initiative to complete recurring assignments independently, referring deviations or unfamiliar situations to a supervisor. The employee collaborates with clinic staff to ensure the day-to-day care of patients is maintained. The incumbent serves as a Lead MSA within the Enrollment and Eligibility section at the VA Connecticut Healthcare System, coordinating and overseeing daily administrative functions related to Veteran enrollment and eligibility determination. Work may occur at the main facility, Community-Based Outpatient Clinics (CBOCs), or other clinics. The Lead MSA assigns and monitors the daily work of other MSAs, provides performance input, resolves workflow issues, and ensures team efficiency with systems like the Veteran Enrollment System (VES) and VISTA. Duties include reviewing and integrating documentation into the Computerized Patient Record System (CPRS) using VES, managing high call volumes with courtesy and professionalism, assessing requests, and providing accurate information according to privacy rules and clinic protocols. The Lead MSA also encourages veteran registration and utilization of MyHealtheVet (MHV), facilitates patient understanding of enrollment and eligibility, and stays updated on changing regulations, directives, software, programs, and processes. They assist with cleaning up reports like the EARR and delinquent recall report, support clinics with utilization and profile management, and schedule appointments accurately while managing the Electronic Waiting List. The incumbent acts as a Health Benefits Advisor, assisting veterans with eligibility, especially for specialized programs like Dental. They register and enroll new or transferring veterans using VES, perform verification using HINQ or Veterans Information Solution (VIS), and ensure accurate eligibility determination and recording. Communication with patients is tailored to their cognitive, emotional, and chronological needs. The Lead MSA reviews active and pending consults, wait lists, recalls, and audio care communications daily for accuracy and resolution, ensuring correct VA forms are used and regulations are followed. Additional duties may be assigned by the supervisor.

Requirements

Must be a U.S. Citizen to apply for this job.
Must complete all required steps in the process, including the application, questionnaire, and an online assessment.
Selective Service Registration is required for males born after 12/31/1959.
Must be proficient in written and spoken English.
Subject to background/security investigation.
Selected applicants will be required to complete an online onboarding process.
Acceptable form(s) of identification will be required to complete pre-employment requirements.
Must pass pre-employment physical evaluation.
Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
Complete all application requirements detailed in the "Required Documents" section of this announcement.
Must serve a 1 or 2-year trial period.
Citizenship: Be a citizen of the United States (U.S.).
English Language Proficiency: Candidates must be proficient in spoken and written English.
Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
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.
Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
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.
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.
Ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics.
Must be a proficient computer operator able to learn, understand, and monitor department-specific software programs.
Must possess knowledge of clinic processes and service in order to interact with various clinic staff members.
Prolonged periods of standing, bending, reaching, crouching, stooping, stretching, and lifting moderately heavy items such as papers, books, manuals, record boxes and boxes of computer paper.
Keyboarding is required.
Walking from area to area when covering other employees.

Nice To Haves

Knowledgeable in Microsoft Office programs such as Word, Excel, PowerPoint and Outlook.
Proficient in gathering, analyzing and reporting data as it relates to inpatient units and outpatient clinic operations.
Working understanding of national performance measures and monitors, particularly in relation to no-shows, appointment cancellations, new patient scheduling, consult management and management of returning patients.
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).

Responsibilities

Coordinates and oversees daily administrative functions related to the enrollment and eligibility determination of Veterans.
Assigns and monitors the daily work of MSAs, provides input regarding performance, and resolves workflow issues.
Ensures efficiency within the Enrollment and Eligibility team and proficiency with the Veteran Enrollment System (VES) and VISTA.
Reviews and ensures all necessary documentation is properly integrated into the Computerized Patient Record System (CPRS) using VES.
Manages high-call volumes, screens calls with courtesy and professionalism, assesses requests, and provides accurate information per privacy rules and clinic protocols.
Encourages veteran registration with and utilization of MyHealtheVet (MHV) and helps facilitate patient understanding of the enrollment and eligibility process.
Keeps abreast of rapidly changing regulations, directives, software patches, programs, and processes involved in the delivery of the healthcare benefits package.
Assists with the clean-up of the EARR (Encounter Action Required Report) and delinquent recall report.
Supports clinics regarding utilization and clinic profile management (e.g., set-up of clinic grids, cancel and restore clinics).
Screens/receives phone calls in a courteous and timely manner, determines the nature of the request, and provides the information desired using privacy rules and established clinic processes.
Schedules appointments and manages the Electronic Waiting List promptly and accurately with patient input, minimizing unnecessary visits.
Promotes Veteran registration for and utilization of HealtheVet (MHV).
Stocks basic office supplies for the executive suite.
Enters Veterans seeking emergent/urgent care, scheduling appointments accurately.
Assists veterans in determining eligibility, especially for specialized programs such as Dental.
Registers and enrolls new or transferring veterans using VES, performs verification using Hospital Inquiry (HINQ) or Veterans Information Solution (VIS), and ensures eligibility is accurately determined and recorded.
Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient.
Reviews active and pending consults, wait lists, recalls, and audio care communications daily for accuracy and resolution.
Assures that all appropriate VA forms are used correctly, and regulations followed.
Performs additional duties or tasks as assigned by the supervisor to ensure efficient daily operations.