Senior Medical Support Lead - Scheduling & Training

U.S. Department of Veterans Affairs; Loveland (CO); On-site; USD 55,000 - 75,000; Full time

Job summary

The Lead Medical Support Assistants (LMSAs) are assigned to the Business Development Service Line (BDSL) located at the Cheyenne VA Health Care System (CVAHCS) in Cheyenne - WY. This includes the Fort Collins - Northern Colorado - and Loveland Outpatient Clinics.

GS-7 Lead MSA responsibilities include coordinating advanced MSA assignments, workflow, staffing, and training across interdisciplinary teams to ensure timely scheduling and high-quality patient care within VA systems.

Responsibilities

• Function 1: Customer Service and Patient Interaction Meet the needs of customers (veterans - representatives - visitors - and VA staff) while supporting VA missions
• Communicate courteously - tactfully - and respectfully with veterans - representatives - visitors - and staff
• Provide veteran-centered care by emotionally supporting patients and their families and respecting their values and preference
• Respond to patient inquiries concerning medical - personal - and administrative matters - referring medical questions to clinical staff
• Handle conflict and problems constructively and positively while listening and responding to customer concerns
• Function 2: Scheduling and Administrative Support Serves as a subject matter expert on scheduling policies and clinical flow processes - ensuring that AMSAs adhere to VHA National Scheduling Guidelines
• Interview patients to obtain necessary information for appointments and referrals to specialty clinics
• Verify third-party insurance information - update details in the Insurance Capture Buffer (ICB) system - and ensure the accuracy of patient records
• Perform front desk duties - such as patient check-ins - answering phones - and ensuring the timely relay of messages to clinical staff
• Coordinate and verify provider orders for patient appointments - including cancellations - no-shows - and rescheduling
• Function 3
• Training and Staff Development Evaluate the training needs of AMSAs and develop training plans to address identified gaps
• Lead and deliver training sessions on key administrative processes - patient management systems - and new scheduling policies
• Mentor and support less experienced AMSAs - helping them develop proficiency in their roles
• Collaborate with supervisors to monitor trainees' progress and provide feedback to improve performance
• Ensure that all training records are current and that AMSAs receive the necessary training to perform their duties effectively
• Function 4
• Complex Administrative Support and Conflict Resolution Assist the clinic with complex administrative procedures - including coordinating clinical flow processes for patient access to care across various clinics and community resources
• Serve as the primary liaison between AMSA staff - patients - and interdisciplinary team members to resolve day-to-day conflicts
• Provide guidance and problem-solving assistance to staff in handling patient issues - appointment scheduling conflicts - and administrative challenges
• Facilitate communication between AMSAs - patients - and clinical staff to ensure the timely resolution of issues that impact patient care
• Coordinate daily workload assignments - assign tasks - ensure appropriate staffing coverage - and set break schedules
• Function 5
• Leadership and Collaboration Lead interdisciplinary team huddles and meetings to review scheduling practices - discuss patient care needs - and resolve workload issues
• Collaborate with interdisciplinary staff to ensure scheduling practices align with VA policies and meet patient needs
• Provide leadership in managing patient systems - ensuring the accuracy of scheduling data and the timely completion of appointments and consults
• Act as a point of contact for patients receiving care at multiple VA facilities or in the community - coordinating their care plans with the broader care team
• Function 6
• Data Analysis and Scheduling Compliance Conduct weekly reviews of all scheduling data to ensure compliance with scheduling directives and guidelines
• Analyze and evaluate data related to return-to-clinic orders (RTC) - consults - ICB - VA Online Self-Scheduling - VAOS - No-Later-Than (NLT) appointments - and urgent scheduling needs
• Identify discrepancies or missed scheduling actions and take appropriate corrective actions to meet VA guidelines
• Provide feedback and recommendations to improve scheduling efficiency - reduce delays - and address urgent scheduling requirements
• Function 7 Compliance and Information Security Ensure compliance with policies for the security of sensitive data - including the Privacy Act of 1974
• Maintain confidentiality and ensure access to sensitive information is limited to authorized staff
• Report and address any violations of information security in accordance with applicable laws and regulations
• Use various office automation software (e.g. - VISTA - CPRS - ICBWeb - ISS - CTM) to manage patient care
• Identify discrepancies or missed scheduling actions and take appropriate corrective actions to meet VA guidelines
• Provide feedback and recommendations to improve scheduling efficiency - reduce delays - and address urgent scheduling requirements
• Work Schedule: 8:00AM- 4:30 PM - Monday-Friday Compressed/Flexible: Not Available Telework: Not Available Virtual: This is not a virtual position
• Functional Statement #: 51654A Relocation/Recruitment Incentives: Not authorize

Job description

The Lead Medical Support Assistants (LMSAs) are assigned to the Business Development Service Line (BDSL) located at the Cheyenne VA Health Care System (CVAHCS) in Cheyenne - WY. This includes the Fort Collins - Northern Colorado - and Loveland Outpatient Clinics.

GS-7 Lead MSA responsibilities include coordinating advanced MSA assignments, workflow, staffing, and training across interdisciplinary teams to ensure timely scheduling and high-quality patient care within VA systems.