Advanced Medical Support Assistant
Northeast, United States
Handled 50-100+ telephone requests daily with appointment scheduling, processing of administrative requests, chart review, coordination of care requests, interdepartmental communications, and patient education and instruction on VA processes Mentored and trained new MSAs to clinical contact center best practices and day to day operations Creator and admin for Call Center Dashboard with purpose of tracking day to day changes for all VA Maine primary care providers, clinics, and other related operational processes Lean Six Sigma Yellow Belt trained with specific focus towards process resign, data collection, and quality improvement across multiple healthcare services Co-coordinated / executed stand-up of new patient facing call center for primary care clinics for the Capital region / central New York State while implementing all operational aspects of stand-up from call center SOPs, network infrastructure, telephony operation, inter-clinical operations, and other administrative functions Interviewed, mentored, and trained new MSAs to primary care call center best practices and day to day operations Coordinated cross-team work (Non-VA care) to improve specialty clinic patient flow Member of regional leadership academy, trained in Human Centered Design innovation techniques, and assisted with multiple Lean Six Sigma process redesign projects Subject matter expert in multiple specialty surgery clinics performing various scheduling tasks including consult management Initiated and maintained processes for unique situations in the primary care, i.e. (booking patients into the lodging units, group messaging multiple representatives to coordinate multiple appointments in multiple grids in one day) to facilitate better access to care
