Lead Medical Support Assistant

Veterans Health Administration • Lexington, KY

5d • Onsite

About The Position

The Lead Medical Support Assistant serves in a clinical call center setting and is an integral part of the Lexington VA Health Care System Daytime Clinical Call Center within Patient Care Services. The incumbent will demonstrate exceptional interpersonal communication skills and work collaboratively with members of the Daytime Telephone Program, Patient Aligned Care Team (PACT) Team, and other multidisciplinary team members. The Lead MSA monitors workload and makes daily work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow.

Requirements

• Must be a U.S. Citizen to apply for this job.
• Must complete all required steps in the process, including 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.
• Participation in the seasonal influenza vaccination program is a requirement.
• Must serve a 1 or 2-year trial period.
• High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Proficient in spoken and written English.
• One year of experience equivalent to the GS-6 grade level.
• 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.

Responsibilities

• Assuring coverage of all areas of responsibility
• Conducting ongoing reviews to ensure quality of work
• Ensuring accurate and timely scheduling of appointments
• Providing guidance to employees to include policy and procedural changes
• Distributing and balancing workload
• Mentoring new staff through orientation and on-the-job training for new and current employees
• Ensuring all training requirements are met
• Organizing the work structure of his/her assigned areas
• Acting as liaison between MSA/AMSA and other employees in order to resolve day to day conflicts.

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package.
• As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

What This Job Offers

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