Saturday, June 27, 2015
Home Unlabelled Medical Support Assistant (Lead - Call Center) job - Department of Veterans Affairs - Augusta, ME

Medical Support Assistant (Lead - Call Center) job - Department of Veterans Affairs - Augusta, ME





The Lead Medical Support Assistant (MSA) for the Call Center is responsible for ensuring accurate and timely scheduling of appointments; providing guidance and leadership to the call center agents; conducting ongoing reviews to ensure quality of work; development and training, organizing work and setting priorities to ensure completion of duties is accomplished in a timely manner, have an extensive knowledge base to provide timely and appropriate telephone caller referral and problem resolution, skill in communicating with others in order to meet the caller’s needs, review call center data with the supervisor to ensure the reports are complete and accurate. Duties include, but are not limited to:
  • Providing guidance and leadership to the Call Center Agents as well as ensuring assistance to Veterans providing a smooth process for the management of his/her outpatient appointments.

  • Performing a variety of support duties that facilitate the work of physicians, physician assistants, nurses, nursing support staff, and other members of the medical facility who provide patient care.

  • Handling incoming calls directed to the Clinical Call Center up to 75% of the time, and up to 25% of their time monitoring, coaching and performing administrative duties.

  • Performing work that requires a practical knowledge of computerized data entry and information processing systems.

  • Ensuring database integrity by monitoring for accuracy and completeness.

  • Creating and maintaining staff work schedules.

  • Orienting and providing on-the-job training for new and current staff, ensuring all training requirements are met.

Work Schedule: 8:00 a.m. – 4:30 p.m.


Functional Statement Title: Lead Medical Support Assistant; Lead Call Center Agent









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The United States Department of Veterans Affairs (VA) is a government-run military veteran benefit system with Cabinet-level status. It is…





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