Lead Medical Support Assistant

Veterans Health Administration • Temple, TX

7d • Onsite

About The Position

The Lead Medical Support Assistant works in the Specialty Care - Medical Service Department at the VA Central Texas Health Care System in Temple, Texas. This specialized position may include duties as an Advanced Medical Support Assistant, staff trainer for clinical departments, and other duties assigned by Medical Service. The role supports a multidisciplinary healthcare team and helps coordinate patient access, clinic scheduling, staff training, and daily workflow. The position is based in Temple and Waco, Texas, with work scheduled Monday, Wednesday, and Friday in Temple and Tuesday and Thursday in Waco, from either 7:30 a.m. to 4:00 p.m. or 8:00 a.m. to 4:30 p.m. Telework and virtual work are not available.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under VA policy.
• High school diploma, GED equivalency certificate, or state/territorial proficiency certificate.
• Proficiency in spoken and written English.
• For GS-7 qualification, one year of experience equivalent to GS-6, including applicable experience coordinating clinic appointment availability, collaborating with care teams, setting priorities, entering information into electronic records, monitoring pre-appointment requirements, managing patient systems, and identifying patients needing immediate appointments.
• Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, or community resources.
• Ability to use 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 achieve 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.
• Meet applicable physical requirements; the work is primarily sedentary, with some walking, standing, movement between work areas, and carrying or lifting light items under 15 pounds.
• Complete required application steps and online assessment; meet background and security requirements and other stated pre-employment conditions.
• Participate in the seasonal influenza vaccination program as required for VA health care personnel.
• Serve a one- or two-year trial period, as applicable.

Nice To Haves

• Customer service experience.
• Ability to collaborate and communicate with a wide range of medical clinicians, such as physicians, nurse practitioners, and physician assistants.
• Ability to communicate tactfully and effectively with internal and external customers electronically, by phone, in writing, and face to face.
• Knowledge of health care processes, including scheduling consults and appointments and canceling appointments.
• Computer skills using Microsoft Outlook, Word, and Excel for office automation.
• Knowledge of VistA, CPRS, and ISS.

Responsibilities

• Develop and maintain interfaces and collaborations across the healthcare system through interdisciplinary interactions.
• Serve as a liaison and expeditor among patients, supervisors, clinical staff, and frontline staff.
• Develop training and implement ongoing training programs and standard work for assigned scheduling staff, including scheduling processes, clinic variations, programs, and appropriate software use.
• Work with a multidisciplinary team that includes physicians, Registered Nurses, Licensed Vocational Nurses, and administrative staff.
• Review and make work assignments, provide input on performance, resolve daily workplace issues, and maintain efficient workflow.
• Ensure coverage of areas of responsibility and conduct ongoing quality reviews, including reviews of tracking systems for return-to-clinic orders, consults, and authorization timeliness.
• Guide staff on policy and procedure changes; distribute and balance workload; create and maintain employee work schedules; orient and train new and current employees; ensure training requirements are met; and organize assigned work areas.
• Help foster a productive work environment that supports customer service and employee satisfaction, and resolve day-to-day conflicts among staff and patients.
• Work independently with little supervision, set priorities and deadlines, and adjust work flow and sequencing to meet expectations.
• Participate in team huddles, meetings, and required training.
• Coordinate with the patient care team to monitor clinic appointment availability and adjust schedules as needed.
• Share information and collaborate with the interdisciplinary team to plan, problem-solve, and follow up on patient care.
• Enter appropriate information into electronic records, monitor pre-appointment requirements, manage patient systems for accuracy, and assess whether patients require immediate appointments.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off per year, comprising 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with the birth, adoption, or foster care placement of a child.
• Eligible full-time employees may qualify for a child care subsidy after 60 days of employment, subject to income, child, and other eligibility requirements.
• Traditional federal pension with five-year vesting and a federal 401(k) with up to 5% in VA contributions.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs can be carried into retirement.

What This Job Offers

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