Lead Medical Support Assistant
The Lead Medical Support Assistant (MSA) is responsible for leading a team of Advanced Medical Support Assistants (AMSAs) performing a variety of specialized and complex administrative duties associated with the care and treatment provided to patients in both inpatient and outpatient settings. The incumbent utilizes advanced administrative skills, technical knowledge, and understanding of clinical workflow to coordinate, monitor, and provide guidance in all aspects of appointment scheduling, consult management, and customer service within Primary Care Service Line.
Serves as the Lead AMSA for multiple Primary Care clinics, providing daily direction, guidance, training, and coordination to a team of AMSAs.
Distributes and balances workload among employees in accordance with established work flow and skill level, assuring timely accomplishment of assigned tasks.
Monitors status and progress of work, making day-to-day adjustments in accordance with established priorities, obtaining assistance from the supervisor on problems that may arise.
Ensures proper procedures are utilized to efficiently complete work assignments and resolves problems affecting the workflow and quality of service provided.
Provides on-the-job training for new and current AMSAs, including changes to procedures, software, or policies, and identifies developmental and training needs.
Reports to supervisor on team and individual performance, progress, and training needs.
Serves as a technical expert and point of contact for AMSAs in resolving complex issues.
Schedules and coordinates appointments using institutional software for patients in accordance with provider preferences and medical center policies.
Enters, monitors, and tracks consults and referrals in electronic medical records ensuring compliance with national and local mandates.
Provides excellent customer service in person, on the phone, and via secure messaging.
Prepares reports and tracks performance metrics as assigned by leadership.
Assists in the development and implementation of new administrative processes for appointment management, consult tracking, and related administrative functions.
Audits and monitors team scheduling practices to ensure compliance with business rules, established policies, and OPM guidelines.
Identifies and recommends procedural changes to improve accuracy, efficiency, and customer experience.
Ensures team compliance with all requirements concerning protected health information (PHI), privacy rules, and VA sensitive data.
Work Schedule: 8:00am-4:30pm Monday thru Friday
Telework: Ad-Hoc only
Virtual: This is not a virtual position.
Functional Statement #: 00000
Relocation/Recruitment Incentives: Not authorized.