<p>This position serves as a Lead Medical Support Assistant in the Imaging Service Line at the Charlotte VA Healthcare Center, and is under the supervision of the Imaging Service. The incumbent has one year of experience equivalent to the next lower grade level. The Lead MSA is responsible for daily workload assessments, assigning work, and ensuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary setting.</p> <p>VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs</p> <p>Total Rewards of a Allied Health Professional</p> <p>DUTIES INCLUDE BUT ARE NOT LIMITED TOO:</p> <ul> <li>The employee has full administrative and professional responsibility for planning and directing MSA activities. </li><li>Acts as a liaison among Advanced MSA staff, patients, and other clinic staff to resolve day-to-day conflicts. </li><li>Evaluates new products, equipment, and systems in order to make recommendations for improved operations. </li><li>Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. </li><li>Meets, communicates and interacts with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to complete job. </li><li>Operates computerized programs and databases in order to enter, modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems and/or reports. Updates Veteran insurance information, as appropriate, into the insurance capture system as required by policy. </li><li>Serve as key contact for physicians, Veterans, family members and other staff members who are trying to obtain images, reports, and other related information regarding imaging procedures, images, and reports. Personally, greets Veterans, families, and other staff members requesting assistance. Provides instruction concerning the geographical layout of the medical center and specific clinical/treatment areas. Resolves simple complaints of patients and refers others to the supervisor. Answer general questions pertaining to Imaging Service such as, but not limited to policies, appointment cancellation, hours and availability of services. Maintain a calm and courteous demeanor with all interactions. </li><li>Receive telephone calls and returns telephone calls from internal and external customers in a courteous and timely manner. Provides the appropriate response to inquiries and responds to requests for appointments in a courteous and timely manner. Determines the source of the telephone call and handles appropriately in accordance to Service and Medical Center policies. </li><li>Schedules for Computerized Tomography (CT), Ultrasound (US), Mammography, Nuclear Medicine (NM), Magnetic Resonance Imaging (MRI), fluoroscopy exams, biopsies, special procedures and any other imaging procedures performed in accordance with Service procedures and policies. Instructs patients on standard preparation procedures required prior to testing (i.e. liquid intake, medications, dietary instructions, lab tests, etc.). Schedule all appointments in the Vista/VSE and Radiology scheduling packages; avoiding conflicts with other scheduled appointments within the Service, and other Medical Center services. Ensure that ALL patient appointments are entered into the appointment packages with a complete order in a timely manner. Reschedules customers when the service experiences unexpected equipment malfunctions, inclement weather, and/or any other disruptions to daily operations. </li><li>Applies established guidelines concerning the release of information of patient's condition, patient's appointment, and patient's exams. Supports patient safety standards using the correct Veterans Affairs identification of all patients using two forms of identification, name and Social Security Number or DOB. He/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. </li><li>Uploads outside images to the appropriate patient and imaging order in a timely manner. Places notes in CPRS as per radiology processes. Returns or discards CDs as requested by patient or physician. </li><li>Provides training and guidance to new MSAs in the service. Look for ways to improve the scheduling processes. Offer ideas to implement new methods and procedures to avoid various problems that are integral to the scheduling/reception areas. Provides input on AMSA performance. </li><li>The incumbent directs the efforts of MSAs in preparing and delivering clerical/administrative reports, memoranda, minutes, and correspondence for the Imaging department as required by management. </li></ul> <p>Work Schedule: Monday - Friday 7:30am - 4:00pm</p> <p>Telework: Not Available</p> <p>Virtual: This is not a virtual position.</p> <p>Permanent Change of Station (PCS): Not Authorized</p>