Supervisory Medical Support Assistant

Job Title

Job Description

Major duties of this position include (but are not limited to): Responsible extracting and analyzing data to provide reports in support of performance measures to senior management Quantitative and task analysis of assigned work for subordinate staff; evaluating staff to workload ratios; space planning, creating and reviewing flowcharts for work processes; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendation for improved operations Prosthetics and OPPCS: Incumbent has oversight of the following:

• Professional Development (communicates professional development concepts and principles to staff)
• Customer Service (internal and external) including answering phone calls, voicemails, my healthy vet messages, and any other patient to clinic communications.
• Controlled Correspondence (Patient Advocate Complaints and Congressional inquiries) and Service Recovery
• Scheduling Workload Oversight (capture, analyze, delegate and monitor timeliness of scheduling workload)
• Standard Operating Procedure (SOP) development and communication to staff, with implementation of appliable VHA Directives.
• Annual Scheduler competency assessment
• Ensure schedulers validate and update Veteran's demographics, contact preferences and health insurance in the Insurance Capture Buffer (ICB) Exceptions List and Patient Update at the time of the appointment, when applicable.
• Conducting daily oversight and management scheduler administrative work tasks (e.g., Consults, Unable to Schedule List, NEAR, Recall Reminder, RTC Orders, Appointment Cancellation Follow-Up Report, Lost User Report, Pharmacy Only Report, Administrative Electronic Transfer List)
• Conducting ongoing scheduling audit performance feedback and any required remediation in accordance with the National Standardized Scheduling Audit Guidebook
• Ensure schedulers are scheduling and managing appointments as outlined in national guidance.
• Ensure staff are reviewing incomplete encounters and escalating appropriately, when applicable.
• Works closely with OPPCS staff to ensure FLOW 4 compliance consults are appropriately triaged and dispositioned.

Supervisory Duties

• Incumbent must have the ability to provide the full range of administrative and supervisory duties which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or achievements.
• Incumbent must have the ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with all healthcare professionals to ensure quality and continuity of care and ensure compliance with established policies and regulations.
• Incumbent must have the ability to provide briefings, orientations, staff development, and staff training.
• Incumbent monitors and makes work assignments for lower grade Medical Support Assistant (MSA) positions, typically to Advanced MSAs (AMSA) and Lead MSAs (LMSA).
• Incumbent provides input on all Lead MSA and MSA performance and resolves workplace issues that arise.
• Incumbent is responsible for the daily staffing assigned clinics, assuring adequate support staff is available, including coordinating of annual and sick leave amongst assigned clinics.
• Incumbent resolves complex problem ensuring patient services are fully met.
• Incumbent identifies educational and/or training needs, including on-the-job training to all new and established AMSAs.
• Incumbent participates in hiring interview processes of LMSA selections.
• Incumbent evaluates performance, completes Employee Performance Appraisals, and assists in taking disciplinary action when necessary.
• Incumbent is responsible for extracting and analyzing data to provide reports in support of performance measures to senior management.
• Incumbent assures that all appropriate VA Forms are used correctly, and that policies and regulations are properly followed.
• Incumbent provides educational sessions to train new employees in clerical process in an efficient and effective manner to ensure that processes, functions, and goals are understood, met, and followed.
• Incumbent will ensure assigned clinics are stocked with basic office supplies.
• Incumbent will comply with the mandatory training requirements for the scheduling process.

Work Schedule: Monday - Friday, 8am-4:30pm Financial Disclosure Report: Not required

Telework: Not Available

Virtual: This is not a virtual position.

Functional Statement #: 82428F