Lead Medical Support Assistant

4 weeks ago

Martinsburg, United States US Veterans Health Administration Full time

**Duties**:

- Coordinates all Advanced Medical Support Assistant (AMSA)assignments and workflow in unit.
- Assists with complex and non-standard procedures.
- Assures coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work.
- Provides guidance to staff members to include changes in policies and procedures;
- Ensures all training requirements are met.
- Organize the work structure of assigned areas to resolve day to day conflicts.
- Intervenes to resolve difficult problems.
- Serves as technical advisor and liaison with contacts at all levels.
- Explains complex regulations and eligibility criteria concerning veteran entitlements and VA benefits.
- Able to work in a busy environment, multi-task, lead, and organize a large group of staff to produce results, ensure compliance, as well as efficient processes and follow-up on a very high volume of phone calls or written requests from patients inquiring about appointments.
- Work requires a high degree of judgment, fact-finding, and coordination with people at various levels patients, management and vendors.
- Plans and organizes work to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to the supervisor.
- Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record.
- Responsible for maintaining the confidentiality of information obtained to carry out required duties.
- Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information.
- Works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only mínimal supervision is required.
- Communicates and treats all internal and external customers veterans, their representatives, visitors, vendors and all VA staff in a courteous, tactful, and respectful manner.
- Provide customers with consistent information according to established policies and procedures and handles conflicts and problems in dealing with the customer constructively and appropriately.
- Able to effectively communicate proactively, under stressful situations with sometimes angry, hostile, dissatisfied patients and/or family members.
- Assigned duties in a manner that promotes quality health care, outstanding customer service, and maintenance of an environment committed to serving the veteran.
- Provide care and/or services appropriate to the age of the patients being served, and which is appropriate to the cognitive; emotional, and chronological maturation of the patient.
- Assesses data reflective of the patient's status and interpret the information needed to identify each patient's requirements relative to their age-specific needs and to provide care needed as described in the services' policies and procedures.
- Assists clients to plan for anticipated changes in life, to recognize the risk factors related to health, and to focus on strengths rather than weaknesses.
- Assist clients to keep physically and socially active, and to maintain peer group interactions.
- Assist clients to cope with loss and dealing with one's own mortality.
- Provide necessary safety measures.
- Assist clients with self-care as required, and with maintaining as much independence as possible.
- Responsible for protecting information for unauthorized release, loss, alteration, or unauthorized deletion.
- Required to follow applicable regulations, instructions, and security agreements regarding access to computerized files and protection of access codes.
- Uses word processing software to execute several office automation functions such as storing and retrieving electronic documents and files; activating printers; inserting and deleting text, formatting letters, reports, and memoranda; and transmitting and receiving e mail.
- Uses the Veterans Health Information and Technology Architecture (VistA) or other software to access information in the Medical Center Computer System Safety.
- Reports safety hazards, accidents and injuries.
- Reviews hazardous materials/Material Safety Data Sheets (MSDS)/waste management.
- Follows security policies/procedures.
- Complies with federal, state and local environmental and other requirements preventing pollution, minimizing waste, and conserving cultural and natural resources.
- Demonstrates infection control practices for disease prevention (e.g., hand washing, universal precautions/isolation procedures, including TB requirement/precautions.

**Work Schedule**: Monday to Friday - 08:00am - 04:30pm

**Telework**: Not Available

**Virtual**: This is not a virtual position.

**Functional Statement #**: 000000

**Relocation/Recruitment Incentives**: Not Authorized

**Permanent Change of Station (PCS)**

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