Lead Medical Support Assistant

Veterans Health Administration•Iowa City, IA

13d•Onsite

About The Position

The Lead Medical Support Assistant supports the Specialty Care Service at the Iowa City VA Health Care System. The role provides medical administrative support to one or more outpatient clinics and is an integral member of the clinic team, helping carry out day-to-day administrative operations. The incumbent plans, organizes, and executes responsibilities involving staff and patients, and supports clinical flow and access to care across clinics, specialties, and community resources. The Lead MSA conducts daily workload assessments, assigns work, and ensures appropriate staffing coverage. The position evaluates staff training records, identifies training needs, assists with complex and non-standard procedures, and provides on-the-job training. The Lead also monitors workflow, supports accurate and timely appointment scheduling, guides staff on policies and procedures, maintains employee work schedules, and helps resolve day-to-day conflicts among staff, patients, and interdisciplinary teams. The work schedule is Monday through Friday, 8:00 AM to 4:30 PM. Telework is not available, and the position is not virtual. Relocation and recruitment incentives and permanent change of station expenses are not authorized.

Requirements

U.S. citizenship, subject to the stated exception for cases where qualified U.S. citizens cannot be recruited.
High school diploma, GED, or qualifying proficiency certificate.
Proficiency in spoken and written English.
One year of creditable experience equivalent to the next lower grade, at a level comparable to MSA experience or equivalent administrative clinical support in a non-VA medical inpatient or outpatient setting.
Advanced knowledge of medical terminology and clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources.
Skill communicating to obtain desired effects 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 effects of incomplete work across multiple clinics.
Must complete required application steps and an online assessment.
Must meet background and security investigation requirements and complete online onboarding.
Must participate in the seasonal influenza vaccination program.
Must serve a one- or two-year trial period.
May be required to participate in a pre-employment examination or evaluation.

Responsibilities

Conduct phone audits.
Distribute and balance workload among employees according to established workflow or job specialization.
Ensure timely completion of assigned workflow and workload.
Monitor work status and progress and make day-to-day adjustments according to established priorities.
Obtain assistance from the supervisor when problems arise.
Provide on-the-job training for employees in accordance with established procedures and practices.
Ensure accurate and timely appointment scheduling.
Provide staff guidance about changes in policies and procedures.
Create and maintain employee work schedules.
Act as a liaison among Advanced MSAs, patients, and interdisciplinary staff to resolve day-to-day conflicts.
Assess daily workloads, assign work, and ensure proper staffing coverage.
Evaluate MSA training records and determine training needs.
Assist the unit with complex and non-standard procedures, including clinical flow processes related to access to care across clinics, specialties, and community resources.