Total 72 Customer Service job vacancies in Miami, Florida

Assignments at this level include, but are not limited to:

• Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model.
• Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources.
• Recommends changes to existing clinic procedures based on current administrative guidelines.
• Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model.
• Coordinates with the patient care team to review clinic utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics, and makes adjustments as necessary.
• Develop and/or maintain effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams, VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; prepare correspondence to notify patients of normal lab results; manage a system for follow-up care such as consults, tests, etc.
• All other duties as assigned.

The CYP Food Service Worker performs various tasks or a sequence of tasks in food service preparation. Tasks consist of several steps that require attention to work operations and follow and established sequence of work. These tasks, which are summarized into categories related to food preparation and service, kitchen maintenance, and food storage, are summarized below.

Food Preparation and Service

• Assist in food preparation with tasks such as peeling potatoes; cutting, sorting and washing vegetables and fruits; assembling sandwiches; and measuring and weighing ingredients.
• Stocks food service carts with appropriate utensils, plates, bowls, food and beverages, as required for family style dining in the classrooms or activity areas.
• Wraps, arranges, and/or packages items for serving to children and youth.
• Transports food from kitchen area to classrooms or activity areas.
• Returns carts, dishes, and leftover food to the kitchen and disposes of all food waste and trash.

• Pre-rinses and washes pots, pans, dishes, glasses and silverware in either a mechanical dishwasher or manually according to sanitation regulations.
• Cleans serving carts, food preparation areas, cupboards, drawers, and dishwashing areas.
• Sets up and operates a mechanical dishwasher.
• Removes inspection doors, strainer pans, screens, and spray arms for preventative maintenance and cleaning.
• Scrapes, soaks, scour, and scrubs the heavier cooking utensils such as mixing bowls and pots which, because of their large size and weight, are awkward to handle.
• Performs heavy-duty cleaning tasks through the food service and related areas, such as cleaning ceilings; cleaning exhaust hoods; cleaning spaces under and behind kitchen equipment, including moving he equipment; washing floors and walls with powered cleaning equipment; cleaning walk-in refrigerators and freezers; and sanitizing garbage room.
• Maintains work area in a clean and orderly manner, adhering to NAVMED P5010 and all local policies and procedures.
• Operates, breaks down and cleans all electrical equipment assigned to the area for food preparation.
• Stores sanitized dishes and silverware.

• Labels and dates all items in refrigerators and freezers and stores leftovers in accordance with sanitation and health standards.
• Stores canned, boxed, and/or frozen items in food storage area.
• Unloads food and supplies from delivery trucks.
• Moves heavy garbage cans when collecting and transferring trash from the work area to the disposal area.

• Responsible for complying with security, fire and sanitation rules, policies, procedures, and regulations.
• Ensures compliance with U.S. Agriculture (USDA) Child and Adult Care Food Program (CACFP), and all pertaining standards, policies, and regulations.
• Serves as a mandatory reporter to Family Advocacy and Child Protective Services as prescribed by local policy in the case of suspected incidences of child abuse and neglect.
• Performs other duties as assigned.

The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor for all Medical Support Assistant (MSA) staff and is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative and Specialty Clinics to include Compensation and Pension (C&P), Community Living Center and the Community Based Outpatient Clinics (CBOC).

The Supervisory Medical Support Assistant (MSA) responsibilities consist of but are not limited to:

• Administrative activities including preparing workload, operational reports, scheduling staff, managing resources, troubleshooting, and extensive coordination between clinical and administrative services.
• Interpret and communicate requirements of VHA Scheduling Directives to maintain accurate scheduling responsibilities, .
• Assist and support the clinical staff to ensure veterans and families medical and support needs are met.
• Responsible for daily assignments, quality reviews, personnel reports, and approves/disapproves/certifies annual and sick leave requests and arranges vacation schedule for area of responsibility.
• Plans for and holds staff meeting to communicate information to employees on a regular basis.
• Keeps up-to-date standard operating procedures for consistency.
• Resolves informal complaints or grievances from internal and external customers.
• Consults with human resources on unfamiliar personnel matters.
• Develop performance standards and provide employees feedback through performance evaluations and competency reviews.
• Interprets and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits.
• Coordinates administrative services for veterans, family members, caregivers, general public, and administrative and clinical staff to insure continuity of inpatient and outpatient care.
• Assures staff collects, scans and updates health insurance information, serving a major role in the revenue process.
• Performs duties of other HAS supervisors in their absence.
• Additional duties or tasks may be assigned to ensure efficient daily operations.
• Facilitate a safe working environment for employees.
• Interviews (using Performance Based Interviews), hires, and provides competency assessments and performance evaluations to all employees under his/her supervision.

Responsible and accountable for all elements of the nursing process when providing and/or supervising direct patient care. Assesses, plans, implements, and evaluates care based on age specific components. Assumes responsibility for the coordination of care focused on patient education, self-management, and customer satisfaction throughout the continuum of care. Administers medications and procedures per established policies and guidelines. Influences care outcomes by collaborating with members of the interdisciplinary team. Executes position responsibilities that demonstrate leadership, experience, and creative approaches to management of complex client care.


The Registered Nurse (RN) is responsible for providing competent, evidence-based care to assigned patients and oversight of nursing assistants, as appropriate to the setting. The nurse will assist in directing the provision of nursing education, orientation, competencies and providing quality improvement and outcomes utilization consultation. Demonstrates leadership in delivering and improving holistic care through collaborative strategies with others. Provides direct care for acutely ill patients in a medical/surgical/telemetry setting. Provides direct patient care and vigilance, while refining assessment skills and blending in data obtained from a variety of noninvasive monitoring technology. Evaluates practice in an ongoing process, based on best evidence. Provides peers with informal constructive feedback for improvement. Fosters a safe and supportive environment conducive to the professional development of healthcare professionals. Contributes professional nursing perspective in discussions with the interdisciplinary team. Partners with others to effect change and produce optimal outcomes. Supports colleagues through knowledge sharing to provide safe, quality nursing care. Shares educational findings, experiences, and ideas with peers. Questions clinical practices for the purpose of providing evidence-based care. Participates in activities and strategies to sustain an evidence-based-practice culture. This nurse has experience with the situations in which they are ultimately expected to perform, integrating theoretical concepts, strong critical thinking skills, and exhibits a robust technically skilled practice.


VA offers a comprehensive total rewards package: VA Nurse Total Rewards

Pay: Competitive salary, regular salary increases, potential for performance awards
Paid Time Off: 50 days of paid time off per year (26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Licensure: 1 full and unrestricted license from any US State or territory

Work Schedule: 12 hour night shift, 19:30--08:00 w/ weekend rotation.
Relocation/Recruitment Incentives: Available for well-qualified applicants.
EDRP Authorized: Former EDRP participants ineligible to apply for incentive. Contact VHA.ELRSProgramSupport@va.gov, the EDRP Coordinator for questions/assistance. Learn more
Preferred Experience: Candidate should have two years of medical/surgical or telemetry/ general medicine experience. BSN preferred.

Duties include but are not limited to the following:

• The LPNs will work under the direct supervision of the Nurse Manager. The LPN selected must have the skills, knowledge, and determination for self-direction and concentrated effort to carry out complex practical nursing care assignments with patients ranging in age from young adulthood to the most senior years.
• The PACT LPN/Float will work with the Patient Care Team (PACT) including Physician, Registered Nurse, Medical Support Assistants, and other members of the ancillary team to provide care to a panel of patients.

• Provide direct nursing care to patients in an outpatient setting.
• Document care provided observations and responses on appropriate tools or forms, observing changes in patient's condition.
• Take vital signs, height and weight, and records in CPRS according to policy and procedure.
• Identify, report, and document medication errors/discrepancies, reactions and side effects immediately according to policy and procedure.
• Provide patient education for common disease processes, medications, and treatment regimes.
• Promote performance improvement initiatives, identifies problems, collects data, and supports change.
• Maintain stock levels of supplies and medications.
• Assist with treatments and procedures.
• Document appropriately.
• Assist in other areas as needed for patient care needs.
• Per VHA Directive 1177, you must possess current BLS certification through the American Heart Association (AHA), as you will provide direct clinical care to patients in this position.

Major duties include, but are not limited:

• Serving as personal assistant to the Chief and/or Administrative Officer of Physical Medicine & Rehabilitation Service (PM&RS).
• Administers and delegates clerical assignments to the clerical support staff.
• Coordinating and monitoring all information involved in the credentialing, privileging, licensing and tracking of continuing education for the doctorial staff (licensed staff, post doctorial, residents, interns and practicum).
• Coordinating and monitoring all information involved in tracking performance improvement monitors for PMRS.
• Administers fund control points and credit card orders.
• Assists service Administrative Officer with duties regarding the updating, maintaining and organizing all service policies and guidelines within the PMRS section.
• Responsible for updating RMR Service guidelines and policies, in compliance with procedures, formats and practices, under the supervision of PMR Leadership.
• Responsible for direct interaction with all customers of the PMR Sections including patients, patient family members, caregivers and all staff at the Miami VA Healthcare System.
• Responsible for performing a wide spectrum of secretarial and administrative duties to assist the PMR Sections.
• Assists others within the Service that serves as Telephone Liaison, Consultation Liaison, different computer software and Coordinator for the Talent Management System (TMS).
• Receives visitors and telephone calls to the Chief's Office/PM&R Administrative Officer independently determining the method of channeling such communications to the proper destinations, completing some business personally.
• Assists patients/staff who come to office wanting copies of handouts, etc. or to fax something.
• Compiles information and data for presentation of reports requiring the signature of the Chief, in order to relieve the Chief of non-medical workload, provides guidelines to staff physicians, as authorized by the Chief, enabling them to carry out instructions in accordance with Government regulations.
• Anticipates requests for information and prepares such information so that it may be available to the Chief, PM&R with the least delay.
• Independently operates within and maintains the budget allotted to pay the PM&R monthly bill(s) to vendor(s), i.e., Medtel for statistical date provided on discharged patients.
• Uses the IFCAP system in VISTA for purchasing and accounting procedures; assists the PMR Leadership in determining the budget needs for each fiscal year and inventory control of CMR equipment in accordance with Logistics regulations.
• Utilizes VISTA equipment and turn-in menu to enter transactions as requested by Chief or Coordinator.
• Other duties, as assigned.

Work Schedule: Monday through Friday, 7:30 am to 4:00 pm
Telework: VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process.
Virtual: This is not a virtual position.
Position Description Title/PD#: Administrative Support Assistant (Office Automation)/PD084400
Relocation/Recruitment Incentives: Not Authorized
Critical Skills Incentive (CSI): Not Approved
Permanent Change of Station (PCS): Not Authorized

• Schedule and review work activities performed in an office, including reporting and record keeping.
• Review and direct incoming documentation/inquiries and take personal action when applicable or direct to appropriate staff as needed.
• Take and coordinate meetings and minutes.
• Utilize a range of software applications (i.e., Word, Excel, Outlook, etc.) to prepare correspondence.
• Receive incoming calls from patients, clients, staff, and others in need of information.
• Execute and prepare responses to routine correspondence and reports.
• Provides training in operations of computer programs. Assists with evaluating efficient means of documentation.
• Perform office computer utilizing multiple programs to complete documentation.

Duties may include, but are not limited to:

• Supports clinics regarding clinic profile management.
• Collects and updates insurance information from Veterans, family members and other eligible patients.
• Prepares correspondence and memos as needed.
• Screens/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established clinic processes.
• Ensures data is entered into VISTA accurately and scans documents into VISTA Imaging within 24 hours of entering the data into VISTA if applicable.
• Promotes Veterans registration for and utilization of MyHealthyVet (MHV) and kiosks usage.
• Follows procedures regarding Community Care referrals.
• Serves as the initial point of contact for units, clinics, patients, call centers, Care in the Community regarding various aspects of patient appointments and referrals.
• Stocks basic office supplies for the executive suite.
• Enters Veterans seeking emergent/urgent care, scheduling appointments accurately.
• Pre-Registers Veterans during check-in and utilizing call lists and telephones Veterans before their scheduled visits. Incumbent updates all patient demographics.
• Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological. maturation needs of the adult and/or geriatric patient.
• Assures that all appropriate VA forms are used correctly and regulations followed.
• Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.

Duties include but are not limited to:

• Acts as the point of contact for the VIST Team and patients.
• Prescreens patients and obtains patient information.
• Communicates with patients· and assists with determining service eligibility, and sends specific written information to the patient concerning the initial scheduled service and other appropriate services as indicated.
• Schedules patients' appointments and places a patient reminder call and appropriate letters for all patient appointments with the VIST Team.
• Processes incoming and outgoing materials such as correspondence, reports, memoranda, and other forms of written or electronic communication.
• Composes letters and reports, reviews correspondence for accuracy and completeness, assists with preparation of presentation outlines and materials, and develops form letters and replies to inquiries
• Extracts data and builds data tables
• Triages phone calls
• Receives, schedules, refers, and contacts members of the staff, agency, and persons outside the agency ranging from other government agencies to community organizations.
• Acts as liaison to other managers and staff of the Ophthalmology/Optometry Clinic, Visual Impairment Services, Blind Rehab Outpatient Specialist (BROS) Physical Medicine and Rehabilitation Service, Audiology, Social Workers, Vocational Rehabilitation and other blind related agencies.

This is an open continuous announcement that will remain open until filled. Applications will be accepted on an ongoing basis. Eligible applicants will be referred each week for consideration until a selection is made.

VA offers a comprehensive total rewards package. VHA Physician Total Rewards.
Recruitment Incentive (Sign-on Bonus): An incentive is authorized.
Education Debt Reduction Program (Student Loan Repayment): EDRP Authorized: Contact the VISN 8 Compensation Center of Excellence at VISN8CCOE@va.gov if you have any questions or concerns. Learn more.
Pay: Competitive salary, annual performance bonus, regular salary increases
Paid Time Off: 50-55 days of paid time off per year (26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year and possible 5 day paid absence for CME)
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Licensure: 1 full and unrestricted license from any US State or territory
CME: Possible $1,000 per year reimbursement (must be full-time with board certification)
Malpractice: Free liability protection with tail coverage provided
Contract: No Physician Employment Contract and no significant restriction on moonlighting

Duties include but are not limited to;

• The Facility PACT Pain Champion works with the VISN PACT Pain Champion assisting and sharing of strong practices and implementation strategies within the VISN.
• Coordinates with the Facility PMOP Coordinator, Mental Health/Addiction Medicine POC and Facility Pain Committee to deliver clinical and primary care, education and training programs, and other Facility services.
• Works with the VISN PACT Pain Champion and Facility-level partners such as the Facility Pain POC, Facility PMOP Coordinator, Facility Academic Detailing Pharmacist, Suicide Prevention Team, Primary Care/Mental Health Integration, and Mental Health Leaders to support suicide prevention efforts and awareness in Veterans experiencing pain.
• Reports, at least quarterly, to appropriate leadership (e.g., Primary Care Integrated Clinical Communities Committee) on initiative and compliance progress, opioid safety committees or workgroups, and representing the Facility PACT.
• Serves as a liaison for PACT Pain related issues, patient advocacy, Facility-related congressional inquiries, items requiring PACT Pain engagement, and/or information around national initiatives and tools (SCOUTT, CARA mandates, opioid safety, Facility pain teams). This role would support the execution of PMOP initiatives within the PC/PACT purview.
• Provides PC/PACT subject matter expertise and work closely with Primary Care, Pain Specialty, and Facility leadership to facilitate implementation of the Stepped Care Model for Pain Management (SCM-PM) and the PACT Roadmap for Managing Pain, proper pain management and optimization of Whole Health oriented pain care, Opioid Safety Initiative (OSI) and data-based risk reviews for opioid-exposed patients (including Stratification Tool for Opioid Risk Mitigation (STORM)), other interdisciplinary pain care forums, and transition of pain management-related patient care from PC/PACT to other collaborating service(s) assisting with the step up in care when needed for complex pain patients.
• Serves as the Pain and Opioid Safety subject matter expert on PACT case presentations and staff meetings, and local champion participation in VHA and professional association training programs to acquire primary care competencies in pain management.
• Manages chronic conditions, evaluates, and treats inter-current medical conditions. Determine medical assessment and develop treatment plans according to accepted protocols.
• Performs a variety of disease prevention related activities including gender and age specific screenings, mental health screenings, and health promotion activities.

Responsible for tactical, strategic. and administrative support of multiple program areas such as training, quality control, quality assurance, traffic management, airspace and procedures. plans and programs, operational automation, military operations. special and security operations, safety management system, safety reporting and other areas of specialty identified collaboratively at the local level.

The work requires a comprehensive knowledge of the ATC field and familiarization with the many integral components of the industry which comprise the National Airspace System. Specialists must have the ability to apply this knowledge to the analysis. evaluation and development of new methods, studies, approaches, and procedures. The Staff Support Specialist must be knowledgeable of agency wide programs, facility goals and objectives. Must be able to communicate clearly and tailor their message to the target audience. While not required, hardware/software experience is desirable. Some travel will be required.

For the assigned Facility/Duty Location:

1. Performs daily functions of maintaining and or improving operational material and or resources within the assigned area(s) of specialty.

2. Communicates intra / inter facility as well as among various lines of business and industry.

3. Makes recommendations for new projects/studies. taking into account available resources and the accomplishment of facility goals and objectives.

4. Applies expertise toward the completion of projects/studies and facility reports.

5. Analyzes and evaluates the effectiveness of equipment, facilities, and procedures.

6. Conducts investigations. evaluations, and briefs facility personnel.

7. Develops methods to improve customer service and the quality of support provided.

8. Collaborates freely among facilities, provides feedback and consults with other Staff Support Specialists regardless of duty location.

9. May perform duties outside of the facility commensurate with grade and experience.

Depending upon facility structure, reports to an assigned MSS-2, 3 or 4, who provides administrative direction for facility assignments, in terms of broadly defined missions or functions within areas of specialties. The incumbent is responsible for planning, designing and completing work assignments independently. Results of the work are technically authoritative and are normally accepted without change. Work is evaluated in terms of results achieved and effectiveness in assigned program areas.

Include but are not limited to:

• Gathering information, identifying and analyzing issues, and developing recommendations to resolve substantive problems of effectiveness and efficiency of work operations in a program or program support setting.
• Develops policy and procedure, implement monitoring techniques and provide analysis and trending of outcome data.
• Collaborates with Quality Management to determine mandatory monitoring and reporting requirements.
• Maintains current knowledge of performance measure criteria and goals.
• Assists clinical staff to problem solve barriers to goal achievement and to access resources.
• Assists service chief to collect peer review data, compile into appropriate format and distribute to appropriate personnel and/or services.
• Provides administrative support to ensure customer satisfaction through education of staff and through researching and composing correspondence for service chief such as patient complaints or congressional inquiries.
• Collaborates with patient advocates to resolve issues toward positive outcomes.
• Tracks performance appraisals to ensure they are completed by required due dates.
• Monitors balances of control points and status of projects and recommends reprogramming of funds as needed.
• Completes other duties as assigned.

The duties and responsibilities of the Biomedical Equipment Support Specialist (Information Systems) include but are not limited to the following:

• Lifecycle management of advanced imaging or radiological devices to include physical and network support. Completes both routine and complex assignments involved in the installation, maintenance, modification, troubleshooting, repair, and calibration of these complex therapeutic and diagnostic devices and systems. Utilizes comprehensive knowledge of imaging techniques, technologies, radiological practices, and procedures in resolving highly complex equipment failures that have immediate risks to patient safety. Coordinates and works effectively with other facility support departments including but not limited to Facilities Management Service (FMS), Office of Information Technology (OIT),Sterile Processing Service (SPS), and Environmental Management Service (EMS). Specific tasks include but are not limited to incoming inspections, regular and unscheduled maintenance, and planning for end of life replacement in conjunction with clinical services.
• Utilizes advanced radiological test equipment including but not limited to radiation dosimeters, calibration phantoms, high voltage testing devices, KV and MA meters and monitor calibration devices in addition to common test equipment including electrical safety analyzers, oscilloscopes, patient simulators, pulse generators, network analyzers, and multimeters, among others.
• Troubleshoots and maintains radiology information systems and interfaces (i.e. HL7, DICOM, TCP/IP) with EHR alongside PACS Administrators, OIT, BESS (Biomedical Information Systems) and other experts.
• Performs advanced testing and troubleshooting of advanced imaging or radiological devices involving their interfaces and connections to other medical devices or information systems either directly or through the facility's hardwired and wireless networks. Adheres to Medical Device Isolation Architecture (MDIA) Guidelines inboth pre-procurement and during system implementation, and system management. Loads operating system (OS) and clinical application software as needed. Executes VA guidelines when responding to network incident response (due to infection, loss of services or regional and local policy changes).
• As assigned, employee is responsible for lifecycle management of other medical devices and systems such as life support, dialysis, and monitoring to include physical and network support. Completes both routine and complex assignments involved in the installation, maintenance, modification, troubleshooting, repair and calibration of these complex therapeutic, diagnostic and life support medical devices and systems.
• Maintains functional knowledge of relevant safety codes and standards of regulatory bodies including but not limited to The Joint Commission (TJC), National Fire Protection Association (NFPA), Food and Drug Administration (FDA), Nuclear Regulatory Commission (NRC), Association for the Advancement of Medical Instrumentation (AAMI), American College of Radiology (ACR), Center for Devices and Radiological Health (CDRH).
• Documents all work performed in the computerized maintenance management system (CMMS). This documentation is completed in accordance with regulatory body requirements, Healthcare Technology Management (HTM) Documentation of Services guidelines and other organizational requirements. Maintains required medical physicist reports and other device reports for all assigned imaging devices.
• As assigned, functions as a Contracting Officer Representative (COR) and keeps appropriate certification levels. Uses knowledge of government contract procedures and documentation requirements to develop statements of work, sole source justifications, other applicable documentation (6550, Independent Government Cost Estimate (IGCE), etc.) and to oversee vendor work. Collaborates with Logistics and Contracting to procure parts and services.
• Maintains knowledge of the state of the art in medical technology, including scientific advances, network protocols, and vendor changes. Focuses on professional development in all areas of medical technology lifecycle management including technical skills. Knowledge and training is obtained from formal (conference, classes) or informal (magazines, articles, peer training) means. May be required to attend lengthy training as many radiological imaging equipment courses can have a duration greater than one month.
• Provides training and education as appropriate to medical technology end users and clinical staff.
• Provides mentoring and technical training to peers and development graded BESS.

The Advanced Medical Support Assistants (A-MSAs) assigned to VAMC Orlando, to include it's Outpatient and Community Based Outpatient Clinics, are responsible for performing a variety of technical support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide direct patient care.

Assignments at this level include, but are not limited to;

• Develop and maintain effective and efficient communication with the patient interdisciplinary team, VA Medical Centers, and other agencies.
• Work within the team to set team priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs.
• Assures all visitors and telephone calls are answered and referred in a prompt and courteous manner.
• Performs scheduling, canceling, re-scheduling of patient appointments and consults.
• Maintains and monitors patient appointment schedules for the clinic and communicates delays to the appropriate staff and patients.
• Analyze situations to determine what decisions can be made or if advise of higher authority is needed.
• Resolves complaints of a local administrative nature and refers other complaints to appropriate authorities.
• Update and verifies patient demographic information.
• Provides information regarding clinic and hospital policies, procedures and locations to patient(s), family members, and staff.
• Maintains patient's confidential records
• Scan and enters information into VISTA, CPRS

The Lead MSA serves the North Florida / South Georgia VHA in the Community Care service line. The Lead MSA performs the following duties to include, but not limited to":

• Monitors and makes work assignments
• Provides input on performance
• Resolves daily workplace issues and maintains efficient workflow
• Assuring accurate and timely scheduling of appointments.
• Providing guidance to staff members to include changes in policies and procedures.
• Distributing and balancing workload.
• Creating and maintaining employee work schedule.
• Providing on-the-job-training for new and current employees.
• Organizing the work structure of his/her assigned areas.
• Acting as liaison between MSA and staff.