Supervisory Medical Support Assistant

Job Title

Major duties include but are not limited to:

• Plans and directs programs at medical centers and/or satellite outpatient clinics and has full supervisory responsibility for supervising at least one subordinate team leader.
• Assign and evaluate the work of subordinate staff.
• Resolve complex problems to ensure patient services are met.
• Evaluate new products, equipment, and systems in order to make recommendations for improved operations.
• Identify educational or training needs.
• Make final decisions on selections for recruitment purposes.
• Evaluate performance, and taking disciplinary action when necessary.
• Full administrative and professional responsibility for planning and directing the MSAs' activities.
• Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management.
• Works collaboratively in an interdisciplinary coordinated care delivery model and performs all related duties associated with 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.
• 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 needs occurs.
• Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification (i.e. name and full Social Security Number).
• 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.
• Contributes to the revenue collection process by identifying patients with third party insurance.
• Promotes veteran registration for and utilization of MyHealtheVet (MHV).
• Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA.
• Ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to the appropriate department for scanning.
• Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
• Participate in the daily teamlet huddles and weekly team meetings where patient care planning and management occur. Incumbent(s) will rotate this to assure all MSA staff is in attendance and understand the process.
• Independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.
• Assist in the Beneficiary Travel Program and Health Benefits Advisor Office/Member Services, Admissions, and other duties within the clinic.
• Other duties as assigned by management.

Supervisory duties include Medical Support Assistant staff stationed at Community Based Outpatient Clinics, position requires occasional travel to multiple locations within the VASNHCS catchment area.

Work Schedule: Full Time, Monday - Friday

Telework: No

Virtual: This is not a virtual position.

Functional Statement #: 41488-A

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized