Lead Medical Support Assistant

Veterans Health Administration • Charleston, SC

1d • Onsite

About The Position

The Lead Medical Support Assistant (MSA) is assigned to Community Care as a Customer Service Lead under the supervision of the Supervisory Program Specialist and Community Care Chief. The incumbent provides training for newly hired personnel, identifies employee training needs, communicates procedural changes, and gives instructions and guidance for new, non-routine, or complex assignments and to clarify published guidelines.

The incumbent leads the work of MSAs by assigning and balancing workloads, maintaining coverage and efficient workflow, monitoring work quality, and providing input on employee performance. The role includes ensuring accurate and timely appointment scheduling; maintaining employee schedules; orienting and training new and current employees; organizing assigned work areas; and serving as a liaison to resolve day-to-day conflicts. The incumbent also assists with oversight and completion of quality assurance audits of medical-record scanning.

The position performs and oversees administrative and patient-support work, including updating demographic information and the BMS Whiteboard, collecting insurance information for third-party collections, processing patient movements, and scheduling outpatient clinic appointments using VistA scheduling options. The incumbent provides administrative support to staff and interdisciplinary team members, reports backlogs or deadline concerns to the supervisor with recommendations for resolution, and adheres to VA local, national, and service policies and procedures. The work schedule is Monday through Friday, 7:30 a.m. to 4:00 p.m. The position is not eligible for telework and is not virtual.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified U.S. citizens cannot be recruited under VA policy.
• Proficiency in written and spoken English.
• One year of experience equivalent to the GS-6 level; education cannot substitute for this specialized experience.
• Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, or community resources.
• Ability to use numerous 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.
• Skill in communicating to obtain desired outcomes and coordinating with interdisciplinary care-team staff.
• Ability to provide staff development and training.
• Ability to manage staffing requirements and workflow priorities, adjust work to meet team and patient needs, follow up on pending issues, and understand the impact of incomplete work across multiple clinics.
• Knowledge of applicable MSA-related VHA directives, policies, and procedures; patient eligibility for VA medical care; priorities for care; release of information; HIPAA laws; and Medical Fee Basis programs.
• Knowledge of multiple systems and current computer technology.
• Successful completion of required background/security investigation, pre-employment physical evaluation, online onboarding, and application documentation requirements.
• Participation in the VA seasonal influenza vaccination program.
• Must serve a one- or two-year trial period, subject to the stated continuation certification requirement.
• Must be registered with Selective Service if male and born after December 31, 1959.

Nice To Haves

• Medical terminology experience.
• Appointment scheduling experience.

Responsibilities

• Monitor and assign work for MSAs, balance workload, maintain efficient workflow, and ensure coverage of areas of responsibility.
• Conduct ongoing reviews of work quality and assist with quality assurance audits of medical-record scanning.
• Ensure accurate and timely appointment scheduling and schedule outpatient clinic appointments using VistA scheduling options.
• Provide input on employee performance and assist the supervisor with review of subordinate employees’ work.
• Orient and provide on-the-job training to new and current employees, identify training needs, and ensure training requirements are met.
• Communicate policy and procedural changes and provide guidance for new, non-routine, or complex assignments.
• Create and maintain employee work schedules and organize the work structure of assigned areas.
• Act as a liaison between MSAs and staff to resolve day-to-day conflicts and customer service issues.
• Update patient demographic information and the BMS Whiteboard, collect insurance information for third-party collections, and process patient movements.
• Report backlogs and potential deadline issues to the supervisor, including recommendations and plans for resolution.
• Provide administrative support to staff and interdisciplinary team members.
• Perform other duties as assigned.

Benefits

• Federal employee benefits package; specific benefits eligibility depends on position type and other applicable conditions.
• Potential credit toward annual leave accrual based on prior work or military service, subject to request and approval before appointment and not guaranteed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed