Lead Medical Support Assistant-Surgical Care

About the role

The Lead MSA administrative aspect of patient care including access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information, patient processing and customer service. Incumbent is responsible for assuring that various aspects of staffing, training, compliance, reporting, quality assurance, and budgetary initiatives are met.

Responsibilities

• Works collaboratively in an interdisciplinary care delivery model and performs scheduling duties, customer service.
• Reviews multiple workload reports and other duties assigned for the proper and timely treatment of patients.
• Maintains and builds appointment schedules/grids for the organization as assigned.
• Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs within NWI.
• Must also be able to build, change tour/clinic set up and cancel clinics as needed in a timely fashion while following the scheduling directive and protocols.
• Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
• Manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow of the work to meet team and patient needs.
• Participates and leads in required meetings/huddles where patient care planning and management occur.
• Covers administrative services for veterans, family members, caregivers, and general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care.
• Generates patient workload reports for validation.
• Solves difficult problems and diffuses potential dissatisfaction with VA services.

Requirements

• Open to current permanent Department of Veterans Affairs employees, current permanent Federal employees of other agencies and all US Citizens.
• Note: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

Qualifications

• BASIC REQUIREMENTS.
• Experience: None.
• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration: None.
• Grandfathering Provision: Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable.
• Foreign Education: To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.
• Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
• Education: If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision:
  • Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR
  • college transcript (official)