Description du poste
The Lead Medical Support Assistant serves as the principal technical and workflow resource for assigned Advanced Medical Support Assistants within VA Community Care. The incumbent coordinates day-to-day administrative operations supporting Community Care referral and appointment management, including workload assessment, work assignment and distribution, staffing coverage, backlog monitoring, quality review, training, and resolution of complex or non-standard administrative issues.
PRINCIPALES MISSIONS :
**ONLY OPEN TO CURRENT COMMUNITY CARE SERVICE LINE WITHIN THE CARL VINSON VA** FUNCTIONS OR SCOPES OF PRACTICE A. Lead Workflow Coordination Conducts daily workload assessments and distributes and balances work among assigned Advanced MSAs in accordance with established workflow, employee availability, workload priorities, and staff competencies. Monitors the status and progress of assigned work, pending actions, consult inventories, staffing coverage, and backlogs. Makes day-to-day workflow adjustments within established priorities to support timely completion of work. Communicates assignments, priorities, deadlines, procedural changes, and approved operational guidance to staff. Follows up on incomplete work and explains its effect on Veterans, providers, other teams, and Community Care operations. Resolves routine day-to-day workflow conflicts and administrative barriers. Refers matters involving policy exceptions, employee conduct, formal performance management, leave approval, or disciplinary action to the Supervisory MSA. B. Technical Guidance and Complex Issue Resolution Assists staff with complex and non-standard administrative cases involving multiple specialties, clinics, community resources, systems, or stakeholders. Applies current guidance and established procedures within delegated authority. Provides accurate administrative information concerning Community Care processes and next steps. Refers clinical questions, reports of worsening symptoms, medical-advice requests, and matters requiring clinical judgment to the appropriate licensed clinical staff member. C. Quality Assurance, Compliance, and Reporting Conducts and documents recurring and focused quality reviews in accordance with current national and local Community Care procedures, approved audit guidance, and leadership-established review schedules. Reviews consult processing, scheduling actions, authorization entries, appointment documentation, medical document receipt, consult linkage, and closure actions for accuracy, completeness, timeliness, and compliance. D. Training and Staff Development Provides orientation, on-the-job training, refresher education, and technical assistance to new and current MSAs using approved procedures, training materials, competencies, and standard work. Reviews training records, identifies knowledge or skill gaps, and communicates training needs and recommendations to the Supervisory MSA. Reviews and updates local procedure manuals, reference materials, job aids, and standard work at least semi-annually or when guidance changes, subject to supervisory review and approval. E. Community Care Referral and Appointment Coordination Supports the administrative progression of the Veteran's Community Care episode from receipt of an authorized referral through scheduling, documentation receipt, required follow-up, and administrative disposition or closure. May contact Veterans, authorized representatives, and community providers to explain administrative requirements, request missing non-clinical information, communicate status, and support timely referral processing. F. Systems, Call-Queue Operations, and Records Uses CPRS, CTM, HSRM, PPMS, Finesse, approved electronic fax and scanning tools, and other authorized patient and Community Care systems applicable to the assignment. Monitors assigned electronic fax, scanning, or document queues to support timely processing and routing of Community Care records. Total Rewards of a Allied H