Lead Medical Support Assistant

Veterans Health Administration•Fredericksburg, VA

8d•Onsite

About The Position

The Lead Medical Support Assistant works in an outpatient clinic setting as part of the Health Administration Service at the Fredericksburg Health Care Center, Fredericksburg VA. This role involves managing the receipt, intake, and compilation of health and administrative information, utilizing various PC and VHA applications such as Microsoft programs, VISTa, Electronic Health Record, and scheduling systems. The incumbent collaborates within an interdisciplinary coordinated care delivery model, providing specialized administrative patient support and exercising independent judgment in managing patient access to care across multiple clinics and specialties.

Requirements

Must be a U.S. Citizen.
Selective Service Registration is required for males born after 12/31/1959.
Proficient in written and spoken English.
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.
Ability to provide the full range of administrative and supervisory duties in a patient support setting, which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements.
Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations.
Ability to provide briefings, orientations, staff development, and training related to administrative functions in a patient support setting.
Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities.
Must spend 25% or more of their time providing administrative and technical supervision and perform major duties above those at the FPL that consist of significant scope, complexity, difficulty, and variety.
Must have full administrative and professional responsibility for planning and directing the MSA's activities.

Nice To Haves

May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

Responsibilities

Uses scheduling software to schedule appointments for Veterans, including clinic visits (New, Established, Consultations, Procedures), utilizing components like queues, orders, and referrals.
Advises clinical staff on current administrative processes.
Answers phones, greets patients, checks patients in for appointments, relays messages to appropriate staff, and schedules appointments.
Interprets and verifies provider orders in accordance with VHA national scheduling guidelines.
Schedules, cancels, and reschedules appointments and/or referrals.
Enters no-show information and monitors appointment requests from multiple sources.
Participates in huddles with other MSAs and clinic staff to determine daily clinic needs.
Uses Electronic Health Record (EHR) and scheduling software to view, process, and schedule orders, Radiology Orders, and referrals by interpreting and verifying provider and patient requests.
Receives and enters documentation into EHR in accordance with VHA policies and directives.
Provides specialized and expert administrative patient support within an interdisciplinary coordinated care delivery model.
Exercises specialized administrative judgment and flexible use of clinical flow processes relating to access to care.
Recommends changes to existing clinic procedures based on current administrative guidelines.
Coordinates with the patient care team to review clinic appointment availability and utilization.
Performs other duties as assigned.
Provides administrative and technical supervision to subordinate MSA staff.
Assigns and evaluates the work of subordinate MSA staff.
Resolves complex problems to ensure patient services are met.
Evaluates new products, equipment, and systems for improved clinic operations.
Identifies educational or training needs.
Makes final decisions on hiring selections.
Evaluates performance and takes disciplinary action when necessary.