Supervisory Medical Support Assistant

Supervisory Medical Support Assistant

Duties for the Supervisory Medical Support Assistant include but are not limited to:

• Full responsibility for supervising at least one subordinate MSA team leader, supervisor or equivalent administrative patient support staff in the facility.
• 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.
• Evaluating performance, and taking disciplinary action when necessary.
• Works collaboratively with VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.
• The incumbent has administrative and professional responsibility for planning and directing the subordinate lead, supervisor and MSA's activities.
• Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures.
• Provides information and resolution to Veterans' requests within scope by using administrative judgement to escalate symptomatic concerns to clinicians within the facility or directs the contact to the appropriate discipline within department for resolution.
• Screens incoming contacts and independently routes the contacts to the appropriate area for resolution.
• Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness.
• Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
• Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.
• Provides accurate details of organizational information to Veterans regarding the different services the VA offers.
• Provides high-quality customer service to Veterans and their families/caregivers.
• Communicates tactfully and effectively to customers. Resolves Veteran complaints as appropriate.
• The Supervisory MSA is accountable to a designated manager or other immediate supervisor who provides the administrative oversight, work assignment, management of time and leave and completion of all aspects of the performance evaluation.
• The Supervisory MSA works collaboratively with all levels of VA leadership and services within and outside of the VHA and VISN as well as non-VA health care entities which provide care to patients.
• The incumbent should be proficient in interpreting guidelines to apply to specific cases, or problems.
• Use discretion and initiative to decide on the appropriate course of action.
• The Supervisory MSA can work independently, make decisions based on training, guidelines, processes and/or regulations.
• It is the incumbent's responsibility to maintain confidentiality of information in carrying out required duties.
• Performs duties as assigned to ensure efficient and effective operations.
• Other related duties may be assigned.

Work Schedule: Monday through Friday 8:00am-4:30pm

Recruitment Incentive (Sign-on Bonus): Not Authorized

Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year). Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience.

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: as determined by the agency policy and supervisor's discretion.

Remote: This is not a remote position.

Virtual: This is not a virtual position.

Functional Statement #: 52148-A

Permanent Change of Station (PCS): Not Authorized