Lead Medical Support Assistant - Caregiver Support

Veterans Health Administration • Minneapolis, MN

20d • Onsite

About The Position

The Lead Medical Support Assistant is an integral member of the Caregiver Support Program within the Rehabilitation and Extended Care ICC at the Minneapolis VAHCS. 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 Lead MSA coordinates advanced MSA assignments and workflow in an interdisciplinary unit. The role supports day-to-day program and clinic operations, including workload distribution, staffing coverage, appointment scheduling, consult management, access to care, staff guidance and training, quality reviews, and operational improvements. The position also uses telehealth technology to support visits and communicate technical procedures to Veterans, caregivers, and VA providers.

The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. This is not a virtual position. The position is at the full-performance level of GS-7. Relocation and recruitment incentives and permanent change of station are not authorized.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when recruitment of qualified citizens is not possible under 38 U.S.C. § 7407(a).
• High school diploma, GED equivalency certificate, or state/territorial 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 grade requirement.
• Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources.
• Skill in communicating 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, adjust work to meet team and patient needs, and follow up on pending issues.
• Ability to communicate tactfully and effectively, orally and in writing.
• Must complete the required application steps and online assessment; successful applicants are subject to background/security investigation and online onboarding.
• Must participate in the seasonal influenza vaccination program as a VA health care personnel requirement.
• Must serve a one- or two-year trial period, with continued employment subject to written certification that it advances the public interest.
• A pre-employment examination or evaluation is required.

Responsibilities

• Plan, distribute, and balance workload among employees according to priorities, established workflow, specialization, and employee capabilities.
• Set and adjust short-term priorities, ensure timely completion of workload, and promote team building.
• Support day-to-day program and clinic operations, including clinic access contingency planning and coverage of areas of responsibility.
• Conduct ongoing reviews to ensure quality of work and provide guidance to staff on policy and procedure changes.
• Manage clinic appointments and related processes, including consultations, scheduling, electronic wait lists, recall reminders, encounter action required reports, insurance capture, AudioCare, and missed opportunities.
• Maintain records and compile statistical and operational information for clinic utilization, access, and efficiency reports.
• Conduct routine audits of appointment scheduling and consult management; identify and implement improvements to reduce bottlenecks and barriers to efficiency.
• Orient and instruct staff on administrative policies and procedures related to appointment scheduling, consult management, and other clinic/program materials; update online training resources and communicate updates.
• Follow safety concerns, regulations, policies, and procedures, and employ appropriate safety practices.
• Hear and resolve employee complaints, referring group grievances and more serious unresolved complaints to a higher-level supervisor.
• Use telehealth technology and determine the appropriate technology for different situations.
• Communicate effectively with clinicians, interpret medical records, prepare reports, present data, and share pertinent information in a timely manner.
• Work with the rehabilitation team and department leadership to develop and maintain agency-level operating procedures for outpatient clinics.
• Refer questions requiring immediate medical attention to the appropriate health care team member; field customer complaints and refer more serious unresolved complaints to a higher-level supervisor.
• Explain telehealth technical procedures to Veterans, caregivers, and VA providers to assist with telehealth visits.
• Coordinate daily workload assessments, staff assignments, staffing coverage, training records, and staff development needs.
• Act as a liaison among Advanced MSA staff, patients, and interdisciplinary staff to resolve day-to-day conflicts and follow up on pending issues.

Benefits

• Federal employee benefits package available to employees and their families; specific eligibility depends on position type.
• Potential credit toward annual leave accrual based on prior work or military service, subject to request and approval.

What This Job Offers

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