Lead Medical Support Assistant - Clinical Contact Center

This Lead Medical Support Assistant works for the Medical Administration Service in a VISN Clinical Contact Center (CCC) of the Southeast Louisiana Veterans Health Care System located in New Orleans, Louisiana as part of an interprofessional healthcare team providing leadership to Medical Support Assistants.

The Lead Medical Support Assistant (Lead MSA) in a VISN Clinical Contact Center (CCC) provides support across multiple ancillaries and interprofessional clinics and determines the needs of the Veteran/caregiver. Duties may include but are not limited to: Coordinates MSA workflow in an interprofessional coordinated care delivery model. Assigns and monitors work assignments, and provides input on performance, Evaluates training records to determine training needs of MSA staff. Resolves daily workplace issues and maintains efficient workflow process related to access to care across multiple clinics, specialties and/or community resources. Collaborates 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. Ensures coverage of all areas of assigned work, ensuring accurate and timely scheduling of appointments. Provides guidance to staff members, to include changes in policies and procedures. Orients and provides on-the-job training for new and current employees. Acts as a liaison between MSA and staff to resolve day to day conflicts. Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness. Uses administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution. Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit. Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software. Provides high-quality customer service to Veterans and their families/caregivers with accurate details regarding the different services the VA offers. Work Schedule: Typically, Monday - Friday, 8:00 a.m. - 4:30 p.m. Schedule subject to change based on the needs of the facility. Telework: Available. Virtual: This is not a virtual position. Functional Statement #: 629-01436F. Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized.

You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment physical evaluation. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.