Lead Medical Support Assistant

Veterans Health Administration • Prescott, AZ

7d • Onsite

About The Position

The Northern Arizona VA Health Care System is seeking a highly energetic candidate to fill the Lead Medical Support Assistant vacancy within the Community Care Service. Ideal candidate's resume will articulate exceptional skills in customer service with the ability to identify customer concerns and ensure overall customer satisfaction and resolution, ability to operate computerized programs, and scheduling of appointments.

Requirements

• Must be a U.S. Citizen.
• 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 form(s) of identification will be required to complete pre-employment requirements.
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical evaluation/examination.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.
• As a condition of employment for accepting this position, you 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 experience equivalent to the GS-6 grade level.
• 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 resources.
• 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.
• Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff.
• 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.

Nice To Haves

• Exceptional skills in customer service with the ability to identify customer concerns and ensure overall customer satisfaction and resolution.
• Ability to operate computerized programs.
• Ability to schedule appointments.

Responsibilities

• Independently manage position responsibility with little to no supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.
• Distributes and balances the workload amongst employees in accordance with established work flow and job specifications, and assures timely completion of assigned work.
• Monitors and ensure progress of work and makes necessary adjustments according to established priorities.
• Gathers data and provides summaries and reports on service workload, clinical activity, consult processing and scheduling of appointments timeliness.
• Closely monitors on an on-going basis the current status of various aspects of the CMC performance.
• Tracks production and initiates changes to process and/or flow to meet quality and timeliness standards and keeps leadership and management apprised.
• Serves as a member of the integrated administrative and clinical team within the local Community & Managed Care Service Line, as outlined by the Office of Community Care Operating Model.
• Monitors daily staffing levels and ensures equal distribution of workload/coverage on a daily basis.
• Collaborates, communicates, sets priorities, and organizes the work in order to meet deadlines, ensuring compliance to established processes, policies and regulations.
• Assists the Community Care Supervisor, RN Nurse Manager and/or Service Line Manager with developing action plan to address efficiency and productivity and contingency plans for data/input/transmission.
• Closely monitors the processing of consults from referral to closure to ensure compliance to requirements for quality and timeliness.
• Responsible for identifying backlogs in workload and potential procedural problems by observation/monitoring of the activities of administrative staff and brings them to the attention of the Supervisor and/or Service Line Manager.
• Extracts, compiles and provides weekly, monthly and quarterly reports within established time frames and report to the supervisor.
• Performs spot checks to ensure that all administrative staff are processing consults following Office of Community Care procedures and guidelines.
• Ensures appropriate authorizations are entered if required utilizing the established tools, correct verbiage, Fund Control Point (FCP)/Obligation number and cost estimation.
• Provides clarification of policies and procedures set by the Service Line Manager and/or direct supervisor to staff physicians, staff and others, referring to the supervisor and/or the Service Line Manager only those matters requiring specific judgment or technical expertise.
• Develops, maintains and updates library of finalized Standard Operating Procedures.
• Checks on work in progress, spot checks and reviews completed work to ensure compliance to the community care requirements and policies.
• Ensures employees are following prescribed processes, procedures, methods and that deadlines are met.
• Completes multiple assignments varying in degree of difficulty to ensure patient needs are met, reducing internal transfers, and reducing barriers to unnecessary delays and patient care diversions.
• Ensures that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by ensuring medical records are scanned and indexed timely and accurately.
• Screens/receives phone calls in a courteous and timely manner, determines the nature of requests and provides the information desired using privacy rules and established clinic processes.
• Performs recurring audits on suspended claims to ensure authorizations are created for all approved services and then ensures timely rerouting of these claims for processing and payment.
• Instructs employees in specific tasks and job techniques and makes available written instruction, reference material and supplies.
• Creates the training material and standardized operating procedures used to train staff.

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package.
• As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

What This Job Offers

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