Wednesday, June 24, 2015

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





The Supervisory Medical Support Assistant (MSA) is responsible for planning and directing the call center operations which include supervising call center staff, assigning and evaluating work, resolving complex problems to ensure patient services are met; identifying educational/training needs, evaluates tools such as equipment and systems that will enhance the ability of the call center agents to assist Veterans. The Supervisory MSA has full administrative and professional responsibility for planning and directing the call center MSA’s activities. Duties include, but are not limited to:

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  • Providing direct supervision, guidance and leadership to call center agents.

  • Ensuring assistance to Veterans providing a smooth process for the management of his/her outpatient appointments and support work in connection with the care and treatment given by 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.

  • Spending 25-50% of the time covering calls directed at the clinical call center during peak hours and in the event of staff shortages.

  • Defining overall objectives, priorities and deadlines assisting with unusual situations that do not have clear precedents, resolving complex problems to ensure patient services are met.

  • Mentoring and providing oversight regarding the setting of priorities for the call center staff, management of the call center scheduling.

  • Knowledge of computerized data entry and information processing systems ensuring the database integrity by monitoring for accuracy and completeness.

  • Extracting and analyzing data in order to provide reports in support of performance measures to senior management, quality assurance.

  • Overseeing staff training and orientation.

  • Evaluating new products, equipment and systems in order to make recommendations for improved operations.

  • Identifying training needs, evaluating performance and taking disciplinary action when necessary.

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WORK SCHEDULE: Â Monday-Friday 7:30am to 4:00pm


FUNCTIONAL STATEMENT TITLE/#: Supervisor, Medical Support Assistant Supervisory 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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