Lead Medical Support Assistant (Trainer)

This position is located at the Richard L. Roudebush VAMC Indianapolis IN within the Business Office Health Administration Training Development Service. The Lead Medical Support Assistant (MSA Trainer) serves as the technical expert for the coordination and oversight for the Medical Support Assistant training required of all scheduling staff in the medical center.

• Stays apprised of the latest national VISN and local policies and regulations regarding MSA and scheduling functions.
• Responds to Action Items that involve scheduling requirements and training from the facility VISN and national levels.
• Trains and provides expert guidance to all employees in the medical center utilizing the technical procedures related to scheduling and other MSA functions including but not limited to: ICB insurance capture registration my HealtheVet recall consults Vetlink kiosks and reports.
• Makes recommendations on how to achieve compliance with training requirements and enhance training programs to meet the needs of the organization.
• Promotes upcoming training sessions and communicates deficiencies to Supervisors Service Chiefs Business Managers and/or medical center leadership as necessary.
• Works closely with clinical services to ensure compliance with VHA guidance and medical center policy/procedure related to scheduler training and monitoring of technical competence.
• Organizes chairs or participates in multidisciplinary task forces workgroups and committees in support of program development and process improvements in the education and training of scheduling practices at the facility VISN or national levels.
• Works with supervisors to review/ensure that all schedulers have appropriate menus to promote accurate scheduling improve technical competence and minimize potential for negative impact on Veterans caused by scheduling errors.
• Trains supervisor on how to perform scheduling audits and assists supervisors with scheduling audits when necessary.
• Performs ADPAC duties with regards to scheduling.
• Makes consistent and efficient use of Veterans Health Information Systems and Technology Architecture (VistA) scheduling options as well as the current commercial software being used by the facility by ensuring adequate training and oversight scheduling practices.

• Receives telephone calls from and responds to veterans their family members and/or legal representatives regarding a broad range of topics including: appointment scheduling medication refills/renewals basic billing inquiries and pharmacy processes and procedures.
• Schedules and reschedules patients for appointments. Processes no shows with appropriate documentation in RMS/DHCP and CPRS.
• Acts as a point of contact for office through fax e-mail phone mail or other form of communication.
• Delegates retrieved voicemails to the appropriate person or responds to the message directly as appropriate.
• Documents telephone call activity in electronic records such that another employee can follow-up on a call at a later time with ease.
• Seeks assistance from pharmacists or supervisory staff when responding to unusual questions or when reasonable attempts to satisfy a caller have been unsuccessful.
• Collects and maintains accurate data from each patient.
• Alerts other staff members of their current appointment availability (whether full or open).
• Promotes harmonious relationships within the work environment which supports the needs of the team and the customers.
• Reviews Encounter Reports when printed by supervisor to make sure that no patient is lost to follow up.
• Prepares new patient orientation packets.
• Prints patient appointment lists and encounter forms daily.
• Obtains missing lab results for patients charts when necessary.
• Maintains an adequate supply of cover sheets travel vouchers payroll sheets etc.
• Sends mail and packages to patients and other locations as needed.
• Assists veteran in submitting electronic travel pay request during check-in or check-out. Processes refill requests if absolutely necessary (should first attempt to refer to pharmacy triage).
• Responds to view alerts in CPRS in a timely manner.
• All other duties as assigned.

Candidates should be committed to improving the efficiency of the Federal government passionate about the ideals of our American republic and committed to upholding the rule of law and the United States Constitution.