Lead Medical Support Assistant - Caregiver Support

Veterans Health Administration•Minneapolis, MN

11d•Hybrid

About The Position

The Lead Medical Support Assistant is an integral member of the Caregiver Support Program (CSP) within the Rehabilitation and Extended Care (REC) ICC at the Minneapolis VA Health Care System. 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 position coordinates advanced MSA assignments and workflow in an interdisciplinary unit, supporting outpatient clinic operations and access to care. The full performance level is GS-7. The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is ad hoc only, subject to successful completion of orientation and agency business practices; this is not a virtual position. Relocation and recruitment incentives and permanent change of station are not authorized.

Requirements

U.S. citizenship is required, subject to the stated statutory exception for non-citizens when qualified citizens cannot be recruited.
High school diploma, GED equivalency certificate, or state/territorial proficiency certificate.
Proficiency in spoken and written English.
For the GS-7 grade, one year of experience equivalent to GS-6 is required.
Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, or community resources.
Ability to communicate effectively to achieve desired outcomes and coordinate 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 and adjust work flow to meet team and patient needs, including following up on pending issues and understanding the impact of incomplete work across multiple clinics.
Must complete the required application steps and online assessment; selected applicants must complete onboarding and a background/security investigation.
Must participate in the seasonal influenza vaccination program as a VA health care personnel requirement.
Must serve a one- or two-year trial period, subject to written certification for continued employment.
A pre-employment examination or evaluation is required as part of the pre-employment process.

Responsibilities

Plans, distributes, and balances workload among employees according to priorities, workflow, job specialization, and employee capabilities; sets short-term priorities and ensures timely completion.
Manages day-to-day program and clinic operations, including access contingency plans, coverage, quality reviews, appointment scheduling, and staff guidance on policy and procedure changes.
Manages clinic appointments using established business rules and processes, including consultations, scheduling, electronic wait lists, recall reminders, encounter action-required reports, insurance capture, AudioCare, and missed opportunities.
Applies VHA directives, facility policies, and program standards to appointment scheduling, consult management, and access-to-care operations.
Maintains records and statistical data and compiles information for clinic utilization, access, and efficiency reporting.
Conducts routine audits of appointment scheduling and consult management; applies quality assurance, performance improvement, and system redesign principles to reduce bottlenecks and improve efficiency.
Orients and instructs staff on administrative policies and procedures, appointment scheduling, consult management, and clinic reference materials; updates online training resources and communicates updates to staff.
Follows safety requirements and practices; hears and resolves employee complaints and refers group grievances or unresolved serious complaints to a higher-level supervisor.
Uses telehealth technology and selects an appropriate technology for different situations; explains technical procedures to Veterans, caregivers, and VA providers to support telehealth visits.
Communicates and coordinates with clinicians and interdisciplinary staff, interprets medical records, shares pertinent information, and prepares and presents reports to organizational levels.
Works with the rehabilitation team and department leadership to develop and maintain agency-level operating procedures for outpatient clinics.
Refers questions requiring immediate medical attention to the appropriate health care team member and fields, resolves, or escalates customer complaints.
Assesses daily workload, assigns work, ensures staffing coverage, evaluates training records, and identifies staff training needs.
Creates and maintains employee work schedules and acts as a liaison among Advanced MSA staff, patients, and interdisciplinary staff to resolve day-to-day conflicts.
Follows up on pending issues and adjusts workflow to meet team and patient needs.