Supervisory Medical Support Assistant

Job Title

Job duties include but are not limited to:

• interviews and selects new employees subject to the approval of the Chief, Health Administrative Service.

• Tracks the progress of new employees, evaluates the performance of all assigned Medical Support Assistants (MSA), Advanced Medical Support Assistant (AMSA), and Lead Medical Support Assistants (LMSA).

• Counsels employees when necessary, and submits justifications for incentive awards or personal actions.

• Identifies and anticipates changes or trends, which could have Medical Center wide significance or create substantial changes in MSA/AMSA/LMSA's.

• Develops and maintains a quality improvement program for the MSA/AMSA/LMSA, collects data on performance such as customer service and accurate order implementation.

• Ensures ongoing multidisciplinary teamwork, excellent customer service and professionalism.

• Plans and directs the MSA/AMSA/LMSA activities within eligibility, travel, call center, compensation and pension and inpatient and outpatient clinical areas.

• Ensures administrative procedures are accomplished in accordance with specified guidelines and within established timeframes.

• Operates in highly diversified medical complex; the supervisor administers a program that is broad, diversified and requires high performance and leadership qualities of the incumbent.

• Assigns and evaluates the work of subordinate staff.

• Resolves complex issues to ensure patient services are met.

• Identifies educational or training needs of subordinate staff and full supervisory responsibility for supervising at least one subordinate team leader and up to 35+ MSA/AMSA.

• Develops or updates procedures, policies, or standards.

• Develops an ongoing customer service program with emphasis on the first impression, interacts with waiting patients, developing trust and setting the tone for the patient experience.

• Consults with managers or other personnel to resolve problems in areas such as performance, staffing, or work schedules.

• Makes recommendations to management concerning such issues as staffing decisions or procedural changes.

• Provides employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.

• Resolves customer complaints or answers customers' questions regarding policies and procedures.

• Extracts and analyzes data to provide reports in support of performance measures to all levels of management.

• Creates and runs reports on an ongoing basis to identify areas of opportunity.

• Other duties as assigned.

Work Schedule: 7:30 AM to 4:00 PM, Monday - Friday

Recruitment/Relocation Incentives (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) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.

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 #: 54215-F

Permanent Change of Station (PCS): Not Authorized