Supervisory Medical Support Assistant - Clinical Contact Center

Supervisory Medical Support Assistant

The Supervisory Medical Support Assistant (SMSA) in the Clinical Contact Center (CCC) is part of an interprofessional healthcare team. The primary duties of the Supervisory Medical Support Assistant (SMSA) may include but are not limited to:

• Provides support across multiple ancillaries and interprofessional clinics.
• Determines the needs of the Veteran/caregiver.
• Routes clinical questions to appropriate clinical staff.
• Provides information on programs and initiatives available to Veterans.
• Supervises subordinate MSA's, team leaders, supervisors or equivalent administrative patient support staff in the VISN CCC.
• Evaluates the work of subordinate staff.
• Resolves complex problems to ensure patient services are met.
• Evaluates new products, equipment and systems to make recommendations for improved operations.
• Identifies educational or training needs.
• Makes final decisions on hiring selections.
• Evaluates performance, and taking disciplinary action when necessary.
• Works collaboratively with VISN programs, services, and interprofessional coordinated care team.
• Provides access to care and meeting the needs of Veterans via various available contact modalities.
• Plans and directs the subordinate lead, supervisor and MSA's activities.
• Extracts and analyzes data to provide reports to senior management in support of tracking measures.
• Provides information and resolution to Veterans' requests within scope.
• Uses administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or Directing the contact to the appropriate discipline within the CCC or department for resolution.
• Screens incoming contacts and independently routes 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.
• Performs duties as assigned to ensure efficient and effective operations.

Work Schedule: Monday - Friday, 7:30am - 4:00pm. Subject to change based on the needs of the service.

Recruitment Incentive (Sign-on Bonus): Not Authorized

Permanent Change of Station (Relocation Assistance): Not Authorized

Pay: Competitive salary and regular salary increases.

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)

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: Not available

Virtual: This is not a virtual position.

Functional Statement #: 598-99706S

Permanent Change of Station (PCS): Not authorized