Lead Medical Support Assistant

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. Major duties: Responsible for the coordination of MSA assignments and workflow found in an interprofessional coordinated care delivery model. Responsible for daily workload assessments, assigning work assignments; assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interprofessional settings. Assists the unit with complex and non-standard procedures, including clinical flow process related to access to care across multiple clinics, specialties and/or community resources. Assuring coverage of all areas of work, ensuring accurate and timely scheduling of appointments. Providing guidance to staff members, to include changes impolicies and procedures. Creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees. Scheduling, canceling, re-scheduling patient appointments and/or consults; entering no-show information; monitoring appointment requests from multiple electronic sources. Gathering and obtaining medical information from patients. Processing medication refill requests. Participating in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC. Manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment. Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution. Work Schedule: Monday - Friday 11:30am-8:00pm & 9:30am - 6:00pm CST Compressed/Flexible: Not available. Telework: Yes Functional Statement #: 10677F Relocation/Recruitment Incentives: Not authorized. Permanent Change of Station (PCS): Not authorized. PCS Appraised Value Offer (AVO): Not authorized.