Supervisory Medical Support Assistant

Allied Health Professional Call Center Supervisor

Incumbent will provide and ensure assistance to Veterans providing a smooth process for the management of his/her outpatient appointments and support work in connection with the care and treatment given to the Veterans by performing a variety of support duties that facilitate the work of physicians, physician assistants, nurses, nursing support staff, and other members of the medical facility who provide patient care. The Supervisory MSA typically supervises 10-30 MSAs from GS-3 to GS-7 level in an assigned call centers that are aligned with a clinical service. They have full supervisory responsibility over assigned MSAs. The Supervisory MSA is an important interface with their assigned call teams and is a liaison between those services (Specialty/ PACT) and Health Administration Service (HAS) to provide a range of administrative support.

Health Benefits and Enrollment: Incumbent serves as the Supervisory MSA, Enrollment and Eligibility Section, with the responsibilities of supervising, planning, developing, coordinating, implementing, evaluating and reporting on plans and procedures required to meet the administrative activities and programs within the section and throughout the Medical Center, including all Community Based Outpatient Clinics (CBOCs). Primary Care/Mental Health/Specialty Care/Sub-Specialty: Important interfaces and collaborations also occur with larger health care system providers including VA and non VA specialists, hospitals, diagnostic and treating facilities, and community based programs. They have full supervisory responsibility over assigned MSAs. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. Incumbent is responsible for establishing meetings and training to discuss work problems, adoption of new work processes, and in-service training. With input from staff, formulates training plans for all new employees and refresher training for existing employees. Schedules and encourages participation of employees in various Medical Center training programs and career development courses. Coordinates and establishes standardization written procedures and special instructions for non-routine and complex assignments for clinic staff. Under the direction of Senior HAS managers, coordinates with other HAS supervisory staff to ensure standardization of procedures throughout service and section. Incumbent coordinates leave schedules to ensure coverage of assigned areas is maintained and interfaces with other HAS Managers to seek additional resources if required and coordinates the use of float teams. Has final approval to approve annual and sick leave requests. Maintains assigned time and leave accounts and is certifying official for assigned Time and Leave Groups using the Electronic Time and Attendance program. The Supervisory MSA prepares performance standards and functional statements, ensuring they are current and accurate. Oversees performance ratings of assigned employees and makes recommendations for incentive awards. Has full authority to take disciplinary action, seek advice from human resources, address grievances, and attempts to resolve disputes at the lowest level possible. Orients all new staff to Health Administration Services, including position within organization, leave procedures, functional statements, and performance standards. Maintains training folders on assigned employees, assigns training lead and reviews training progress frequently during performance period. Incumbent provides briefings and training when needed or as directed by management.

Work Schedule: 7:30am-4:00pm;8:00am-4:30pm (Monday-Friday) Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Telework: Not Available. Virtual: This is not a virtual position. Functional Statement #: 00000 Permanent Change of Station (PCS): Not Authorized