Lead Medical Support Assistant

Veterans Health Administration • Cleveland, OH

5d • Onsite

About The Position

The VA Northeast Ohio Healthcare System is recruiting for a Lead Medical Support Assistant. The Lead Medical Support Assistant will function in Patient Care Administrative Service, Ambulatory Care & Processing (AC&P). Duties include, but are not limited to, the following: Assuring administrative coverage of all areas of responsibility within Ambulatory Care & Processing. Conducting ongoing reviews to ensure quality of work. Ensuring accurate and timely scheduling of appointments. Providing guidance to staff members to include changes in policies and procedures, disturbing and balancing workload. Orienting and providing on the job training for new and current employees. Ensuring all training requirements are met. Organizing the work structure of assigned areas. Plans and organizes work with general assistance from the Supervisor. Meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to Supervisor. Responsible for reporting backlogs, difficulties in meeting deadlines, staff conflicts, or difficulty in securing information from clinicians or the record. Maintains the confidentiality of information obtained to carry out required duties. Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Works independently making decisions based on guidelines, precedents and regulations. Performs duties in such a manner that only minimal supervision is required.

Requirements

• Must be a U.S. Citizen to apply for this job.
• Must complete all required steps in the process.
• In addition to the application and questionnaire, this position requires an online assessment.
• The online assessment measures critical general competencies required to perform the job.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment.
• Applicants who refuse to be tested will be denied employment with VA.
• 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 ( https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents ).
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• 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.
• Will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
• High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• One year of creditable experience equivalent to the next lower grade.
• 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. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics.
• Must spend at least 25% or more of their time performing lead duties.

Nice To Haves

• Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

Responsibilities

• Assuring administrative coverage of all areas of responsibility within Ambulatory Care & Processing.
• Conducting ongoing reviews to ensure quality of work.
• Ensuring accurate and timely scheduling of appointments.
• Providing guidance to staff members to include changes in policies and procedures, disturbing and balancing workload.
• Orienting and providing on the job training for new and current employees.
• Ensuring all training requirements are met.
• Organizing the work structure of assigned areas.
• Plans and organizes work with general assistance from the Supervisor.
• Meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to Supervisor.
• Responsible for reporting backlogs, difficulties in meeting deadlines, staff conflicts, or difficulty in securing information from clinicians or the record.
• Maintains the confidentiality of information obtained to carry out required duties.
• Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information.
• Works independently making decisions based on guidelines, precedents and regulations.
• Performs duties in such a manner that only minimal supervision is required.
• Responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit.
• Responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings.
• Assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources.
• Ensuring accurate and timely scheduling of appointments.
• Providing guidance to staff members, to include changes in policies and procedures.
• Creating and maintaining employee work schedules.
• Acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff 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.
• Learn more about federal benefits.

What This Job Offers

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