Lead Medical Support Assistant

Lead Medical Support Assistant

Serves in the VA Outpatient Scheduling Services Department at the NWI Healthcare System, Omaha, Nebraska. The Lead MSA provides the administrative aspect of patient care including access, scheduling/coordinating appointments using advanced clinic access principles, collecting and updating demographic/insurance data, patient processing and customer service. The incumbent may be required to work staggered shifts and/or weekend clinics in support of initiatives.

The 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.

The incumbent's work also impacts processes, action plans, monitoring and reporting. A large part of the duties of a Clinical Support Section employee is acting as clinical and scheduling clinic support, 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 assigned clinic areas is required. The incumbent also will assist with clinic coverage as staffing levels change for various reasons on a highly independent scale under the direction of their supervisor.

Major duties include (but not limited to):