Lead Medical Support Assistant

The Lead Medical Support Assistant in a VISN Clinical Contact Center (CCC) as part of an inter-professional healthcare team. Lead MSAs provides support across multiple ancillary and inter-professional clinics and determines the needs of the Veteran/caregiver. The lead MSA is responsible for routing clinical questions to appropriate clinical staff. The lead MSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. The Lead MSA provides information on programs and initiatives available to Veterans and provides administrative referrals of services as needed. The Lead MSA collaborates to best coordinate the care needs of the Veteran. Duties may include but are not limited to: Monitors 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 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 assigned areas Acts as liaison between MSA and staff in order to resolve day to day conflicts Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs all related duties Provides customer service and other duties assigned for the proper and timely treatment of patients Trains staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities Screens and or receives phone calls in a courteous and timely manner to determine the nature of requests and provide the information desired using privacy rules and established inpatient processes. Schedules, cancels, reschedules patient appointments and/or consults; enters no show information; monitors appointment requests from multiple electronic sources. Work Schedule: Monday - Friday, 7:00am-3:30pm or 8:00am -4:30pm. Schedule subject to change based on the needs of the facility. Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position. Remote: Medical Support Assistants in the Clinical Contact Center were granted a 180-day mid-term extension from RTO for clinical staff. This position is currently remote. Subject to change based on the needs of the organization.(In which case office space would be assigned by Supervisor at a local VA Facility/CBOC or Federal Agency). Functional Statement #: 564-01613F Permanent Change of Station (PCS): Not Authorized