Lead Medical Support Assistant

Veterans Health Administration•Las Vegas, NV

8d•Onsite

About The Position

The Lead, Medical Support Assistant (MSA) functions within the office of Community Care to perform a full range of duties related to eligibility, preferences, scheduling, provider interaction, and DME. The primary function of the Lead, MSA is to support the consult teams, by using an interdisciplinary coordinated care delivery model. This is a complex role requiring a global understanding of VA policies, independent decision-making, and multidisciplinary collaboration. The Lead MSA demonstrates exceptional interpersonal communication skills and works collaboratively with medical center programs, services, and multidisciplinary team members in providing accessibility to care and in meeting patient care needs, both clinical and administrative. They utilize a global knowledge base to provide timely and appropriate telephone caller referral and/or problem resolution. The Lead MSA serves as the coordinator of incoming telephone calls, receiving a wide range of inquiries, utilizing "administrative" systems knowledge to identify patient/caller needs, practicing independent decision-making, coordinating care needs, assisting in scheduling appointments, and directing problem resolution as appropriate. They articulate and communicate to the team assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and time frames for completion. The Lead MSA directs the team in determining the nature of the call and assisting with communicating needs, referring the call to the appropriate clinical or administrative personnel, utilizing computer technology to ensure continuity of care through accurate patient information, communication, and documentation. They oversee a large portion of calls received will include assisting patients/callers with various needs requests. The knowledge base will include the ability to actively read and understand the needs of the Veteran or provider about their authorization process through CPRS (Computerized Patient Record System), HSRM (HealthShare Referral Manager), and PPMS (Provider Profile Management System), and to educate callers on the process of Community Care authorization process. The Lead MSA trains and/or arranges orientation for Advanced MSAs as assigned by the supervisor and/or program manager. They monitor agents work with the nurses and administrative personal to ensure symptomatic calls are routed correctly. They anticipate problems, attempt to prevent their recurrence, brainstorm solutions to problems and recommend changes for program improvement when indicated through discussion with their peers, supervisor, and program manager. Active participation may be required, through various duties as assigned, multidisciplinary program meetings, direct interaction with their supervisor and program manager, and development and implementation of program procedures, goals, and objectives.

Requirements

Must be a U.S. Citizen to apply for this job.
Must complete all required steps in the process, including application, questionnaire, and online assessment.
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 forms of identification will be required to complete pre-employment requirements.
Participation in the seasonal influenza vaccination program is a requirement.
Must 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.
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 (GS 6).
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.
Ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics.
Must be able to lift at least 45 pounds.

Nice To Haves

Community Care Experience

Responsibilities

Collaborate with nurses, consult teams, and medical administration for all patient coordination of care issues.
Serve as the coordinator of incoming telephone calls, receiving a wide range of inquiries.
Utilize "administrative" systems knowledge to identify patient/caller needs.
Practice independent decision-making, coordinate care needs, assist in scheduling appointments, and direct problem resolution as appropriate.
Articulate and communicate to the team assignment, project, problem to be solved, actionable events, milestones, and/or program issues under review, and deadlines and time frames for completion.
Direct the team in determining the nature of the call and assisting with communicating needs, referring the call to the appropriate clinical or administrative personnel.
Utilize computer technology to ensure continuity of care through accurate patient information, communication, and documentation.
Assist patients/callers with various needs requests.
Educate callers on the process of Community Care authorization process.
Train and/or arrange orientation for Advanced MSAs as assigned by the supervisor and/or program manager.
Monitor agents work with the nurses and administrative personal to ensure symptomatic calls are routed correctly.
Anticipate problems, attempt to prevent their recurrence, brainstorm solutions to problems and recommend changes for program improvement.
Participate in multidisciplinary program meetings.
Interact directly with their supervisor and program manager.
Assist in the development and implementation of program procedures, goals, and objectives.