Lead Medical Support Assistant
About The Position
The Lead Medical Support Assistant (MSA) works within the Health Administration Service at the Durham Healthcare System and is based at the Greenville VA Healthcare Center in Greenville, North Carolina. The position reports to the Supervisory Medical Support Assistant in Specialty Clinics and coordinates advanced MSA assignments and workflow in an interdisciplinary unit. The Lead MSA oversees daily workload and staffing coverage, supports appointment management and access to care across clinics, and serves as a liaison among staff, patients, and clinical teams. The role includes training and guiding staff, reviewing work quality and training records, and helping resolve day-to-day workflow issues. The incumbent provides effective customer service, maintains outpatient clinic appointment schedules, and coordinates administrative information between patients and clinical staff. The role requires knowledge of medical terminology, facility services, organizational procedures, and patient-support systems, as well as tact and courtesy when communicating with Veterans. The position is onsite at the Greenville VA Healthcare Center; telework is unavailable and the position is not virtual. The work schedule is 8:00 a.m. to 4:30 p.m., Monday through Friday.
Requirements
- U.S. citizenship, subject to the stated exception under VA policy for non-citizens when qualified citizens cannot be recruited.
- 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-6 grade level.
- Qualifying experience demonstrating current MSA responsibilities or equivalent administrative patient support in a non-VA inpatient or outpatient medical setting.
- Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, or community resources.
- Ability to use advanced patient systems in support of multiple clinics in an interdisciplinary setting.
- Ability to organize work, set priorities, delegate tasks and responsibilities, and meet deadlines.
- Communication skills to obtain desired outcomes and coordinate with interdisciplinary care-team staff.
- Ability to provide staff development and training.
- Ability to manage staffing requirements and workflow priorities, adjust work to team and patient needs, follow up on pending issues, and understand the effects of incomplete work across multiple clinics.
- Must complete the required application steps and online assessment and meet applicable pre-employment requirements, including background/security investigation and physical examination.
- Must participate in the seasonal influenza vaccination program and serve a one- or two-year trial period if appointed.
- The role requires some mobility and is generally sedentary, with occasional standing, stooping, reaching, and lifting up to 20 pounds; work with computer equipment is required.
Nice To Haves
- Training experience and support to staff.
Responsibilities
- Monitor and assign work to lower-graded staff, provide input on performance, resolve daily workplace issues, and maintain efficient Call Center workflow.
- Assess daily workload, assign work, and ensure appropriate staffing coverage across areas of responsibility.
- Review work to ensure quality and ensure accurate and timely appointment scheduling and appointment management.
- Provide staff guidance on policies and procedures and help staff with complex or nonstandard procedures related to clinical flow and access to care.
- Create and maintain employee schedules; distribute and balance workload; organize the work structure of the assigned area.
- Orient and train new and current employees, evaluate training records, identify training needs, and ensure training requirements are met.
- Act as a liaison among staff, patients, clinical teams, and the Supervisory MSA to resolve day-to-day conflicts and pending issues.
- Coordinate administrative information between clinical staff and patients and maintain appointment schedules for outpatient clinics.
- Work collaboratively in an interdisciplinary care delivery model and provide effective internal and external customer service.
- Screen and receive phone calls courteously and promptly, determine the nature of requests, and provide appropriate information while following privacy rules and clinic processes.
- Validate and update patient demographic information during patient interactions to help reduce returned mail and failed phone contact.
- Set priorities and adjust daily work in accordance with established priorities, seeking supervisory assistance when needed.
Benefits
- Federal employee benefits package available to the employee and family, subject to position and benefit eligibility.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
