Supervisory Medical Support Assistant

Job Title

Supervisory Medical Support Assistant

Duties include but not limited to: Evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment and systems to make recommendations for improved operations; identifying educational or training needs; making final decisions on hiring selections; time and leave; managing clinic closures (blocking/cancellations); evaluating performance and taking disciplinary action when necessary. Works collaboratively with facility programs, services, and interprofessional coordinated care team members to facilitate access to care through focused efforts on meeting the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and videoconferencing. Responsible for assuring accurate appointment management and the coordination of all administrative information between the professional staff and the patient. This includes updating and verifying demographic information, scheduling appointments, collecting insurance information, data entry, administratively managing consultation requests and the electronic waiting list, and notifying the patient of his/her scheduled appointment. Orients medical staff to basic administrative policies and procedures dealing with outpatient scheduling and other administrative topic. Provides administrative support to Physicians, Physician's Assistants, Nurses, Advanced Registered Nurse Practitioners and other administrative and professional staff. The incumbent must provide excellent customer service and must adhere to VA local, National and Service policies and procedures. Knowledge of quality assurance/performance improvement principles and is responsible for assuring these administrative functions are carried out in the performance of their duties. Conducts individual quality assurance/process improvement checks/studies. Knowledgeable of Joint Commission requirements such as patients' rights, emergency preparedness, information security, ethical conduct, and environment of care. Courtesy and Professionalism: As frontline contact with patients and staff, the Supervisory MSA sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. Meets, Communicates, and Interacts. Meet, communicate, and interact with individuals from varying backgrounds and with other health care team members in order to complete job assignments. Operates Computerized Programs. Use various types of office automation equipment and software, to include ability to set up, organize, and maintain record systems. Utilizes such programs and databases to make appointments in a clinical setting. Maintains patient confidentiality with information, per HIPAA requirements. Employee Education. Complies with Employee Education requirements by completing mandatory annual assignments. Work Schedule: 8:00am -4:30pm Monday- Friday Compressed/Flexible: Not Eligible Telework: This is not a telework position. Virtual: This is not a virtual position. Functional Statement #: 91467A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized