Lead Medical Support Assistant

About This Role

This Lead Medical Support Assistant position involves training new employees, monitoring clinic access and insurance collection, and ensuring compliance with VA policies to optimize scheduling and patient care. The role supports multiple clinical areas or the office of Patient Administrative Services/PAS Chief.

Responsibilities

• Provide educational sessions to train new employees in clerical processes
• Monitor clinic's Access to Care and ICB usage for insurance collection
• Stay updated on rapidly changing regulations, directives, and software patches
• Assist with the clean-up of EARR (Encounter Action Required Report) and delinquent recall report
• Support clinics regarding utilization and clinic profile management, including setting up clinic grids and managing cancel/restore clinics
• Screen and receive phone calls, determine nature of request, and provide information using privacy rules
• Prepare correspondence and memos as needed
• Promote Veteran registration for and utilization of My Healthy Vet (MHV)
• Enter Veterans seeking emergent/urgent care and schedule appointments accurately
• Utilize call lists to pre-register Veterans before scheduled visits and update patient demographics
• Communicate and interact with patients in a manner appropriate to their cognitive, emotional, and chronological maturation needs
• Oversee the status of work for lower-grade MSA positions and make day-to-day adjustments in priorities
• Resolve workplace issues and simple informational complaints of employees
• Conduct ongoing audits to ensure quality of work for accurate and timely appointment scheduling
• Identify education and training needs of staff and evaluate scheduling practices
• Orient and provide on-the-job training for new and current employees

Requirements

• United States Citizenship
• Proficiency in basic written and spoken English
• 6 months experience of clerical, office, customer service or other administrative work within a healthcare setting
• OR successfully completed one year above high school
• 1 year of experience within the healthcare field directly related to the duties of an MSA (equivalent to GS-6 level)
• Advanced knowledge of medical terminology and a wide range of clinical flow processes
• Ability to utilize numerous advanced patient systems
• Ability to organize work, set priorities, and delegate tasks/responsibilities
• Skill in communicating with individuals and coordinating with interdisciplinary care team staff
• Ability to provide staff development and training
• Ability to manage staffing requirements and workflow priorities
• Ability to follow-up on pending issues
• Physical ability to perform sedentary work, including walking, standing, twisting, bending, repetitive keyboarding, or carrying light items

Qualifications

• One year above high school in an accredited technical school, junior college, college, or university, or equivalent combinations of experience and education
• Six months of clerical, office, customer service or other administrative work within a healthcare setting, PLUS one year of experience within the healthcare field directly related to the duties of an MSA at the GS-6 level.

Skills

* Required skills