Lead Medical Support Assistant

U.S. Department of Veterans Affairs; Minneapolis (MN); Presencial; USD 52.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid time off

Parental leave

Federal retirement benefits

Child care subsidy

Descripción de la vacante

The Minneapolis VA Health Care System is seeking a Lead Medical Support Assistant in the Specialty Care service line to enhance patient access and coordinate scheduling for outpatient clinics. You will handle customer service, screening calls, and coordinating administrative tasks to ensure timely patient care.

Responsibilities include managing appointment schedules, supporting access initiatives, and collaborating with interdisciplinary teams to optimize clinic operations and patient flow.

Formación

• Experience as a Lead Medical Support Assistant or similar administrative role in a clinical setting.
• Ability to manage appointment schedules and access in outpatient clinics.
• Strong customer service and communication skills with veterans and families.

Responsabilidades

• Manage and maintain appointment schedules for one or more outpatient clinics.
• Screen and respond to phone calls and inquiries with privacy rules.
• Coordinate administrative services to ensure continuity of inpatient and outpatient care.
• Participate in team huddles and planning meetings to support patient care.

Conocimientos

Appointment scheduling

Customer service

Clerical/administrative support

Interdisciplinary teamwork

Descripción del empleo

The incumbent serves as a Lead Medical Support Assistant in the Specialty Care service line at the Minneapolis VA Health Care System. The incumbent's work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic and insurance information managing patient processing and customer service.

Duties

Total Rewards of a Allied Health Professional

Incumbent is responsible for assuring that various aspects of staffing, training, compliance, reporting, quality assurance, and budgetary initiatives are met. These activities directly affect the revenue cycle, patient access to care, hospital performance goals and objectives, as well as VHA public image. The incumbent plays an integral role in identifying and developing ways to resolve problems with the administrative and clinical staff on access, customer service, patient flow, revenue, and data validation issues. His/her work also impacts processes, action plans, monitoring and reporting. Failure to perform these duties properly could result in the veteran not receiving the treatment to which he/she is entitled or priority access to care to which he/she is entitled. The lack of coordination provided by this employee could negatively impact upon clinical and/or administrative functions. A large part of the duties of a Clinical Support Section employee is acting as a receptionist at the clinic, either face-to-face or telephonically, requiring excellent customer service skills. The work requires a high degree of judgment in responding to both employee and patient concerns and providing solutions to process problems as they affect day-to-day operations. The work is mostly sedentary and is performed in various outpatient clinics or office settings responsible for treating patients with a wide variety of medical problems. The performance of daily rounds to the assigned clinic areas is required. This may include frequent visits to off-site clinics to fill-in for or interact with the Clinical Support Section employees and clinical/administrative staff in these areas. May be required to work staggered shifts and/or weekend clinics in support of Advanced Clinic Access initiatives.
Duties include but are not limited to the following:
The Lead Medical Support Assistant works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs receptionist duties, customer service and other duties assigned to the proper and timely treatment of patients and maintains appointment schedules for one or more outpatient clinics. He/she must assist with clinical 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. Incumbents must 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. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. The Lead MSA can independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. The Lead MSA participates in the daily team led huddles and weekly team meetings where patient care planning and management occur, except during staff shortages for coverage. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Daily review of active/pending consults, Recall list and Audio care communications for accuracy and disposition. Coordinates administrative services for veterans, family members, caregivers, and public, administrative and clinical staff to ensure continuity of inpatient and outpatient care.

Work Schedule

Full-time, Monday through Friday, 7:30am - 4:00pm

Telework

Not available

Virtual:

This is not a virtual position.

Functional Statement #

000000

Relocation/Recruitment Incentives

Not authorized

Permanent Change of Station (PCS):

Not authorized

Financial Disclosure Report

Not required.

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).

Requirements