Lead Medical Support Assistant - Caregiver Support

The incumbent is an integral member of the Caregiver Support Program (CSP) within the Rehabilitation and Extended Care (REC) ICC at the Minneapolis VAHCS, a Complexity Level 1 facility. The Caregiver Support Program serves Veterans and their Caregivers who are eligible for the Program of Comprehensive Assistance for Family Caregivers (PCAFC) and those who have general Caregiver needs. VA Careers - Lead Medical Support Assistant : Total Rewards of a Allied Health Professional Duties may include but not be limited to :

• Plans, distributes and balances workload among employees in accordance with priorities, established workflow, job specialization, and the capabilities of the employees. Sets and adjusts short-term priorities. Assures timely accomplishment of the workload. Promotes team building.
• Performs a variety of administrative functions which includes management of program / clinic day-to-day operations and assisting with clinic access contingency plans, assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure quality of work, ensuring timely & accurate scheduling of appointments, providing guidance to staff members to include changes in policies and procedures, distributing and balancing workload.
• Manages clinic appointments using established business rules including but not limited to consultations, scheduling, electronic wait lists, recall reminder, encounter action required reports, insurance capture, AudioCare, and missed opportunities.
• Possesses knowledge of VHA Directives, Facility Policies and Standards of Practice, and Department / Program Policies and Standards of Practice as related to appointment scheduling processes and procedures, consult management, and access to care. Applies this knowledge to clinic / program operational activities.
• Maintains records and statistical data as requested for the purpose of clinic utilization, access, and efficiency reports. Collects and compiles information as needed to carry out the work of the program, clinic, and department.
• Possesses knowledge of quality assurance / performance improvement and system redesign principles. Conducts routine audits as related to appointment scheduling and consult management. Creates and implements ways to eliminate or reduce significant bottlenecks and barriers to efficiencies.
• Orients / Instructs staff in basic and administrative policies and procedures related to appointment scheduling, consult management, and other clinic / programs administrative reference materials and written instructions. Updates online resources for training and communicates to department staff.
• Is aware of safety concerns, regulations, policies and procedures, and employs appropriate safety practices.
• Hears and resolves complaints from employees. Refers group grievances and more serious unresolved complaints to a higher-level supervisor.
• Utilizes a variety of telehealth technology, is able to determine the most appropriate technology to utilize in a variety of situations.
• Possesses advanced knowledge of medical terminology and abbreviations.
• Demonstrates ability to effectively communicate with clinicians and correctly interpret medical records. Ability to communicate tactfully and effectively, both orally and in writing in order to meet clinic / program objectives. This may include preparing reports in various formats and presenting data to various organizational levels.
• Routinely and timely shares pertinent information.
• Works with the rehabilitation team and Department Leadership to develop and maintain agency level operating procedures to ensure smooth operation of outpatient clinics.
• Refers all questions requiring immediate medical attention to appropriate health care team member.
• Fields and resolves customer complaints. Refers more serious unresolved complaints to a higher level supervisor.
• Routinely explains technical procedures related to the telehealth technology to Veterans, Caregivers and VA providers to assist in the completion of telehealth visits. Work Schedule : Administrative Days Pay : Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). 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) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. 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) Telework : Ad-Hoc Only Virtual : This is not a virtual position. Functional Statement # : 000000