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Lead Medical Support Assistant

Company: Veterans Affairs, Veterans Health Administration
Location: East Orange
Posted on: June 5, 2021

Job Description:

This position is open to current VISN 2 employees of the VHA. These vacancies that will be filled virtually at any of the VISN 2 locations/facilities. Location will be determined based on selected individual. [ "The incumbent serves as Lead Advanced Medical Support Assistant (Lead MSA) in a VISN 2 Clinical Contact Center (CCC) as part of an interprofessional healthcare team. Lead MSA provides support across multiple ancillary and interprofessional 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. The Lead MSA is responsible for the coordination of MSA assignments and workflow found in an interprofessional coordinated care delivery model. The Lead MSA is 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. The Lead MSA assists the unit with complex and non-standard procedures, including clinical flow process related to access to care across multiple facilities as well as multiple clinics, specialties and/or community resources. Works collaboratively with VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Assignments at this level include but are not limited to: 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; distributing and balancing workload: creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of assigned areas' and acting as a liaison between MSA and staff to resolve day to day conflicts. The incumbent closely monitors staffing coverage of all areas of responsibility conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between MSA and staff in order to resolve day to day conflicts. The incumbent is responsible for 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; reviewing electronic health record, obtaining medical records, faxing, participating in huddles with other MSAs and/or VISN CCC staff to determine the daily needs of the VISN CCC, monitoring outpatient appointments in areas of responsibility; and verifying and updating demographics when contacted by patients. 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; informs interprofessional team members about shared patients (i.e.)., those who receive their care at multiple VA centers or those who receive care in the community. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. A full list of duties can be found in the Functional Statement of this position. Work Schedule: This is a 24/7 Call Center with multiple shifts that staff will be expected to work. Shifts will include weekends and holidays. Financial Disclosure Report: Not required" ]

Keywords: Veterans Affairs, Veterans Health Administration, East Orange , Lead Medical Support Assistant, Other , East Orange, New Jersey

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