Lead Medical Support Assistant - Caregiver Support

Veterans Health Administration • Minneapolis, MN

11d • Onsite

About The Position

The Lead Medical Support Assistant is an integral member of the Caregiver Support Program (CSP) within the Rehabilitation and Extended Care (REC) ICC at the Minneapolis VA Health Care System. The program serves Veterans and Caregivers eligible for the Program of Comprehensive Assistance for Family Caregivers (PCAFC), as well as people with general Caregiver needs.

The incumbent coordinates administrative operations and workflow for outpatient clinics and supports access to care. The role includes balancing workloads, setting priorities, ensuring adequate coverage and timely completion of work, guiding and training staff, overseeing appointment scheduling and consult management, and maintaining utilization and access data. The Lead MSA works with rehabilitation teams and department leadership to develop and maintain operating procedures, supports quality assurance and process improvement, and helps resolve staff and customer concerns.

The position uses telehealth technology to support visits, explain technical procedures to Veterans, Caregivers, and VA providers, and select appropriate technology for different situations. The incumbent applies knowledge of medical terminology, clinical workflows, VHA directives, facility and program policies, and appointment scheduling and access procedures. Work is scheduled Monday through Friday, 8:00 a.m. to 4:30 p.m. Ad-hoc telework may be available after successful orientation and in accordance with agency policy. This is not a virtual position.

Requirements

• U.S. citizenship, subject to the stated statutory exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or state or territorial education department proficiency certificate.
• Proficiency in spoken and written English.
• One year of experience equivalent to the GS-6 grade level for the Lead MSA GS-7 position.
• Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources.
• Skill communicating with individuals to obtain desired outcomes and coordinating with interdisciplinary care team staff.
• Ability to use numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
• Ability to organize work, set priorities, and delegate tasks and responsibilities to meet deadlines.
• Ability to provide staff development and training.
• Ability to manage staffing requirements and workflow priorities and adjust work to meet team and patient needs, including following up on pending issues and understanding the effect of incomplete work across clinics.
• Must complete the required application steps, questionnaire, and online assessment.
• Must meet background and security investigation requirements and complete online onboarding and pre-employment requirements.
• Must participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period, during which continued employment is subject to written certification that it advances the public interest.
• Must participate in a pre-employment examination or evaluation.
• Must submit qualifying foreign education with a Certificate of Foreign Equivalency if relying on foreign education to meet requirements.

Responsibilities

• Plans, distributes, and balances employee workload according to priorities, workflow, job specialization, and employee capabilities; sets short-term priorities and ensures timely completion.
• Promotes team building and provides guidance to staff about policy and procedure changes.
• Manages day-to-day program and clinic administrative operations, access contingency plans, coverage, quality reviews, and appointment scheduling.
• Manages clinic appointments using established business rules and processes, including consultations, electronic wait lists, recall reminders, encounter action required reports, insurance capture, AudioCare, and missed opportunities.
• Applies VHA directives, facility policies, standards of practice, and department and program policies to scheduling, consult management, access to care, and clinic operations.
• Maintains records and statistical data and compiles information for clinic utilization, access, and efficiency reporting.
• Conducts routine audits of appointment scheduling and consult management; develops and implements ways to reduce bottlenecks and improve efficiency.
• Orients and instructs staff in administrative policies and procedures, appointment scheduling, consult management, and other clinic or program reference materials; updates online training resources and communicates updates to staff.
• Follows applicable safety concerns, regulations, policies, and procedures and employs appropriate safety practices.
• Hears and resolves employee complaints and refers group grievances and serious unresolved complaints to a higher-level supervisor.
• Uses telehealth technology and determines the most appropriate technology for different situations.
• Communicates tactfully and effectively with clinicians and others, interprets medical records, prepares reports, presents data, and shares pertinent information in a timely manner.
• Works with the rehabilitation team and department leadership to develop and maintain agency-level operating procedures for outpatient clinics.
• Refers questions requiring immediate medical attention to the appropriate health care team member; fields and resolves customer complaints and refers serious unresolved complaints to a higher-level supervisor.
• Explains telehealth technical procedures to Veterans, Caregivers, and VA providers to support completion of telehealth visits.
• Coordinates advanced MSA assignments and interdisciplinary workflow, assesses daily workload, assigns work, ensures staffing coverage, evaluates training records, and identifies staff training needs.
• Assists with complex and non-standard procedures, including clinical flow and access processes across multiple clinics, specialties, and community resources; maintains employee work schedules and helps resolve day-to-day conflicts among staff, patients, and interdisciplinary colleagues.

Benefits

• Federal employees and their families have access to a comprehensive benefits package; specific eligibility depends on the type of position and other factors.

What This Job Offers

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