Lead Medical Support Assistant

Veterans Health Administration • Augusta, ME

2d • Onsite

About The Position

The Lead Medical Support Assistant position is in the Community Care Service at the VA Maine Healthcare System in Augusta, Maine. This is a permanent, full-time position scheduled for 40 hours per week. The incumbent oversees and evaluates the work of Medical Support Assistants (MSAs), works with clinical staff to resolve complex problems and ensure patient services are completed, and recommends operational improvements after evaluating equipment, systems, and processes. The role also identifies staff education and training needs and evaluates scheduling practices.

The incumbent trains new employees in clerical processes; applies VA policies and procedures for scheduling appointments, consults, and required pre-appointment clinical services; monitors clinic access to care and insurance collection; and keeps current with changes to regulations, software, and healthcare delivery processes. The position supports clinic profile and utilization management, helps address encounter and recall reports, handles patient calls and correspondence, supports Veteran registration and use of HealtheVet, schedules urgent and emergent care, and communicates appropriately with adult and geriatric patients.

The work schedule is Monday through Friday, either 7:00 a.m.–3:30 p.m. or 7:30 a.m.–4:00 p.m. The position is performed in an adequately lighted, climate-controlled office. Telework and virtual work are not authorized.

Requirements

• High school diploma, GED equivalency certificate, or state-issued proficiency certificate.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to the next lower grade (GS-06) for the GS-07 grade determination.
• Advanced knowledge of medical terminology and clinical flow processes related to access to care across multiple clinics, specialties, or community settings.
• Skill communicating to achieve desired outcomes and coordinating with interdisciplinary care team staff.
• Ability to use multiple advanced patient systems in an interdisciplinary setting.
• Ability to organize work, set priorities, and delegate tasks or responsibilities to meet deadlines.
• Ability to provide staff development and training.
• Ability to manage staffing requirements and workflow priorities and adjust work to meet team and patient needs, including following up on pending issues and understanding the impact of incomplete work across multiple clinics.
• Must be a U.S. citizen, subject to the stated exception for appointments when qualified citizens cannot be recruited.
• Must pass a pre-employment physical evaluation and background/security investigation; must participate in the seasonal influenza vaccination program.
• Must complete required application and onboarding requirements and serve a one- or two-year trial period.
• Selective Service registration is required for males born after December 31, 1959.

Responsibilities

• Oversee and evaluate the work of Medical Support Assistants and coordinate with clinical staff to resolve complex problems and ensure patient services are completed.
• Evaluate equipment, systems, processes, and scheduling practices and recommend improvements to operations.
• Identify staff education and training needs and provide training to new employees on clerical processes.
• Apply VA policies, regulations, guidelines, and processes for scheduling appointments and consults, managing Electronic Wait Lists, and ensuring pre-appointment clinical requirements are met.
• Monitor clinic access to care and insurance collection and ensure insurance information is captured appropriately.
• Keep current with changing regulations, directives, software patches, programs, and processes involved in delivering healthcare benefits.
• Assist with the Encounter Action Required Report and delinquent recall report.
• Support clinics with utilization and clinic profile management, including setting up clinic grids and canceling or restoring clinics.
• Answer and screen phone calls courteously and promptly, determine callers' needs, and provide appropriate information while following privacy rules and clinic processes.
• Prepare correspondence and memos as needed.
• Promote Veteran registration for and use of HealtheVet (MHV).
• Stock basic office supplies for the executive suite.
• Enter Veterans seeking emergent or urgent care and schedule appointments accurately.
• Use call lists and telephone Veterans to pre-register them before scheduled visits.
• Communicate and interact with adult and geriatric patients in a manner appropriate to their cognitive, emotional, and chronological maturation needs.
• Ensure VA forms are used correctly and applicable regulations are followed.
• Perform additional duties or tasks assigned by the supervisor to support efficient daily operations.

Benefits

• 37–50 days of annual paid time off per year, including 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 a child's birth, adoption, or foster care placement.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to income, child eligibility, and monthly maximum limits.
• Traditional federal pension, with five-year vesting, and 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 may be carried into retirement.
• Potential annual leave accrual credit based on prior federal or military service, subject to request and approval.

What This Job Offers

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