Supervisory Medical Support Assistant

Supervisory Medical Support Assistant

The Supervisory Medical Support Assistant is responsible for supervision and oversight of a Lead Medical Support Assistant and/or Supervisory Medical Support Assistant and all Advanced Medical Support Assistant staff assigned within their unit. The Supervisory has responsibility as a hiring official responsible for recruitment, selection, and onboarding of subordinate employees. The incumbent is responsible for continual performance assessment, training, and monitoring of program measures. The incumbent provides coaching support to subordinates and, when necessary, takes formal and informal disciplinary action with consultation of Employee Relations/Labor Relations staff. The incumbent will ensure self, and subordinates complete all required training within a timely manner. The Supervisory Medical Support Assistant must adhere to all Equal Employment Opportunity, Whistleblower Protection, and Human Resources laws, directives, handbooks, and policies. The incumbent is responsible for addressing employee concerns in a timely and appropriate manner, ensuring closed-loop communication whenever possible. The incumbent is responsible for maintaining a Just Culture work environment where employees are comfortable reporting safety concerns without fear of retaliation. The incumbent is expected to utilize employee feedback to support ongoing improvement efforts. Employee feedback may be gathered through the All-Employee Survey, employee exit surveys and interviews, leader rounding, staff meetings and huddles, etc. The Supervisory Medical Support Assistant must distribute and balance workload among employees in accordance with established workflow or job specialization, assure timely accomplishment of the assigned workload, ensure the workload is completed in accordance with facility and/or national performance measures and assure that each employee has enough work to reach the highest productivity standard. The GS-8 Supervisory MSA will set priorities and make daily adjustments in accordance with established priorities. The Supervisory Medical Support Assistant will be a leave approving official for employees within their designated supervisory section. The incumbent must approve leave accurately, timely, and in accordance with all internal, medical center, and master agreement policies and procedures. The incumbent must ensure all leave postings are completed daily and in accordance with all internal, medical center, and master agreement policies and procedures. Incumbent must ensure the VATAs Timesheet is accurately updated each day prior to close of business to ensure employee's time is posted accurately. The incumbent must ensure the employees within the assigned supervisory section comply with all internal, medical center, and master agreement policies and procedures regarding requesting leave. The incumbent must ensure employees receive appropriate or applicable break periods. The incumbent must also ensure employee leave requests are coordinated with appropriate staffing requirements to meet the clinic's needs for continuous operation. The Supervisory Medical Support Assistant is responsible for generating, analyzing, and tracking several reports pertinent to the work area. These reports include, but are not limited to unscheduled consults, open, active, and pending consult reports, no-show reports, unable to schedule report, the Insurance Capture Benefit (ICB) report, recall reminders, return to clinic orders, New Enrollee Appointment Request (NEAR), Encounter Action Required Report (EARR), consult toolbox usage, clinic utilization, and the VA Online Scheduling Appointment Activity (VAOS) reports. The Supervisory Medical Support Assistant uses the reports to monitor performance and initiate steps to improve and sustain metrics to meet compliance with National, VISN, and Local policies. The incumbent may have supervisory responsibilities for a Medical Support Assistant team serving within a call center. Oversite of call center operations include monitoring, tracking, and improving, when necessary, several call center specific metrics: calls presented, calls answered, abandonment rate, average talk time, and more. At times, the Supervisory Medical Support Assistant may join the call center staff taking customer calls to address the unique needs of Veterans and maintain a high level of customer service and satisfaction. The Supervisory Medical Support Assistant will be responsible for creating, maintaining, and monitoring the use of workflow guides, operating procedures, standardized scripting, and job aids that do not conflict with VA, VISN, and local directives and policies. The purpose of these internal documents is to provide additional guidance for Medical Support Assistants to effectively work within the assigned clinical area.

Work Schedule: M-F 0730a-4p

Telework: Ad-Hoc