Supervisory Medical Support Assistant

Medical Support Assistant

The position is a foundational role within VHA Patient Aligned Care Team (PACT) initiative and Specialty Clinics. Patient care is delivered in a team based model known as the teamlet. Members of the teamlet include the MSA, a Registered Nurse Care Manager, a Licensed Practical Nurse/Licensed Vocational Nurse and a primary care provider. Duties include but are not limited to:

• Assigning and evaluating the work of subordinate staff.
• Conducting monthly scheduling audit, resolving complex problems to ensure patient services are met.
• Evaluating new products, equipment, and systems in order to make recommendations for improved operations.
• Identifying educational or training needs.
• Making final decisions on selections.
• Evaluating performance, and taking disciplinary action when necessary.
• Full administrative and professional responsibility for planning and directing the MSA's activities.
• Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management.

The Supervisory MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) for Primary Care and also Specialty Clinics and performs all related duties; customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. The patient may also present the Veterans Identification Card (VIC) for identification. When assisting the MSA staff in the check-in process, he/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Assures MSA staff explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. Assures staff collects, scans, and updates health insurance information serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third party insurance. Promotes veteran registration for and utilization of MyHealtheVet (MHV). Specialty Clinics. Assures front line contact with patients and staff by setting 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. The Supervisory MSA may also be asked to assist in the administrative officer role and other duties.

Work Schedule: Monday through Friday - 7:30am to 4:00pm with Rotating Saturdays

Recruitment Incentive (Sign-on Bonus): Not Authorized

Permanent Change of Station (Relocation Assistance): Not Authorized

Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66

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)

Telework: Ad-Hoc - May be authorized at supervisor discretion.

Virtual: This is not a virtual position.

Functional Statement #: 10617-F

Permanent Change of Station (PCS): Not Authorized