Supervisory Medical Support Assistant

Supervisory Medical Support Assistant

The Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility for supervising at least one subordinate MSA team leader or supervisor. Duties include but are not limited to:

• Assigning and evaluating the work of subordinate staff, new products, equipment, and systems.
• Setting team goals and planning, assigning, reviewing, and accepting/rejecting work done by subordinates.
• Evaluating work performance and completing performance appraisals and disciplinary actions.
• Attending staff meetings, including provider meetings, and meeting daily/weekly with the nurse team leader.
• Ensuring all annual training requirements are completed by all staff under supervision.
• Ensuring staff update demographics, collect insurance information at every appointment, and required means test are completed when needed.
• Responsible for data collection and validation. Ensuring encounter errors/appointment wait time errors are corrected timely and that consults are addressed by staff in a timely manner.
• Responsible for setting goals and assignments
• Responsible for developing detailed procedures and guidelines to supplement established administrative regulations or program guidance, which are similar to the programs administered.
• Complete mandatory trainings and assessments.
• Assures that the Vista Scheduling Package is used to schedule for various clinics.

Supervisory Controls:

Employee plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisor. The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Is responsible for maintaining the confidentiality of information obtained to carry out required duties.

Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Otherwise, works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required. Performance is judged in terms of overall effectiveness of the operation through broad general objectives, the adequacy and accuracy of the work, timeliness, and conformance to established procedures, policies and instructions.

CUSTOMER SERVICE REQUIREMENTS Must have at least one year of customer service experience in a position that required daily direct customer interactions. Meets the needs of the Veteran customers while supporting VA missions. Consistently communicates and treats customers (Veterans, their representatives, visitors, and all VA staff) in a courteous, tactful, and respectful manner. Provides the Veteran with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately: Treats veterans with dignity, courtesy and respect in keeping with the principles and practices of veteran-centered care. Communicates with all internal and external customers in a courteous, positive, open, honest, treats all with dignity and respect Resolves all issues and carries them through to completion in a timely manner as appropriate to the situation. Exercises good judgment, tact and skill in communication and interpersonal relations.

Assignment. Supervisory MSAs at this level have full responsibility for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Assignments at this level include, but are not limited to: 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. The employee has administrative 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, higher-level duties must consist of significant scope, administrative independence, complexity difficulty be performed by the incumbent at least 25% of the time.

Work Schedule: Monday-Friday, 0800-1630 Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized