LEAD MEDICAL SUPPORT ASSISTANT

Summary

The VA Northeast Ohio Healthcare System is recruiting for a Lead Medical Support Assistant - located at the Lorain VA Clinic within Community Outpatient Service.

About the Role

Responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. Responsible for daily workload assessments - assigning work - assuring proper staffing coverage - and determining training needs of MSAs to provide support across interdisciplinary settings.

Responsibilities

• Schedules, cancels, and reschedules patient’s appointments and/or consults.
• Enters no-show information and monitors a patient scheduling electronic wait list.
• Prepares for clinic visits and verifies and updates demographics and insurance information.
• Processes emergency and non-emergency transfers to other hospitals.
• Verifies eligibility, establishes clinic profiles, co-pays, and preauthorization requirements for specific coverage.
• Coordinates with the patient care team to review the clinical utilization by using various reports.
• Maintains effective communication with the patient, interdisciplinary team, VA Medical Centers, and other agencies.
• Participates in team huddles and meetings to manage and plan patient care.
• Develops effective and efficient communication with the patient, interdisciplinary team, VA Medical Centers, and other agencies.
• Manages staffing requirements, manages workflow priorities, and adjusts the flow of work to meet team and patient needs.
• Follows up on pending issues and demonstrates an understanding of the impact of incomplete work across multiple clinics.

Requirements

• Basic Requirements: United States Citizenship - Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Experience: Six months experience of clerical, office, [customer service], or other [administrative] work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position.
• Education: One year above high school.
• Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• 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).

Qualifications

• Knowledge: 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.
• Skills: Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting.
• Abilities: Organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines; communicate with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff]; provide staff development and training; manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs.

Benefits

Monitors the Cancelled Appointments and Consult Management initiative (CACMI) for cancelled/no show appointments. Monitors and creates work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow. Assures coverage of all areas of responsibility. Conducts ongoing reviews to ensure quality of work. Ensures accurate and timely scheduling of appointments. Provides guidance to staff members to include changes in policies and procedures. Distributes and balances workload. Creates and maintains employee work schedules. Orients and provides on-the-job training for new and current employees. Ensures all training requirements are met. Organizes the work structure of his/her assigned areas. Act as liaison between MSA and staff in order to resolve day to day conflicts. Plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements - reports and special assignments. Reports backlogs, difficulties in meeting deadlines, staff conflicts, or difficulty in securing information from clinicians or the record. Communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills.

Pay

Full-time - Monday-Friday: 8:00 AM - 4:30 PM

Schedule

Full-time - Monday-Friday: 8:00 AM - 4:30 PM

Remote

This is not a remote position