Lead Medical Support Assistant - Referral Coordination Team

Veterans Health Administration•Minneapolis, MN

About The Position

The Lead Medical Support Assistant (MSA) works in the Referral Coordination Team (RCT), which includes clinical and clinical-support staff focused on streamlining referrals. The team helps Veterans understand their care options and schedule appointments within VA or in the community. The Lead MSA provides advanced administrative care coordination, works independently, supports lower-graded administrative staff, and remains in direct contact with the RCI MSA supervisor. The role coordinates daily workload and staffing coverage, supports complex and non-standard procedures, and helps manage clinical flow and access to care across clinics, specialties, and community resources. When appropriate based on clinical complexity, the Lead MSA discusses VA and community-care options with patients and documents those discussions in the electronic medical record. The Lead MSA also communicates with community medical offices to schedule appointments, maintains employee work schedules, guides staff on policies and procedures, and serves as a liaison to resolve day-to-day issues. The incumbent acts as supervisor when the RCI MSA Supervisor is absent. The position is scheduled Monday through Friday, 7:30 a.m. to 4:00 p.m. Ad-hoc telework may be available; this is not a virtual position. Relocation and recruitment incentives and permanent change of station are not authorized.

Requirements

U.S. citizenship, subject to the stated exception for appointments when recruiting qualified citizens is not possible.
High school diploma, GED equivalency certificate, or state- or territorial-level proficiency certificate.
Proficiency in spoken and written English.
One year of experience equivalent to GS-6 for the GS-7 Lead MSA grade.
Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, or community resources.
Skill communicating to obtain the desired effect and coordinating with interdisciplinary care-team staff.
Ability to use advanced patient systems in support of multiple clinics in an interdisciplinary setting.
Ability to organize work, set priorities, delegate tasks, and meet deadlines.
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 impact of incomplete work across clinics.
Complete the required application steps and online assessment.
Meet applicable background and security investigation requirements and complete online onboarding.
Participate in the seasonal influenza vaccination program.
Serve a one- or two-year trial period, subject to written certification for continued employment.
Complete a pre-employment examination or evaluation.

Responsibilities

Coordinate advanced administrative care and workflow for the Referral Coordination Team.
Assess daily workload, assign work, and ensure appropriate staffing coverage.
Report backlogs and difficulties meeting deadlines.
Schedule appointments and manage work lists in accordance with VHA policy.
Assist with complex and non-standard procedures, including care-access flow across clinics, specialties, and community resources.
When appropriate, discuss internal/direct VA care and community-care options with patients and document the discussion in the electronic medical record.
Provide guidance to staff, including communicating changes in policies and procedures.
Create and maintain employee work schedules.
Act as a liaison among RCI staff, patients, and interdisciplinary staff to resolve day-to-day conflicts.
Communicate with in-network community medical offices and facilities to schedule appointments and coordinate with patients and the team as needed.
Apply the appropriate Standard Episode of Care when indicated by the administrative triage tool.
Act as supervisor in the absence of the RCI MSA Supervisor.
Promote quality health care, outstanding customer service, and an environment committed to serving Veterans.