Supervisory Medical Support Assistant

Job Title

Medical Support Assistant

Duties

Leadership and Supervision: Supervise the activities of MSAs across multiple areas, including Primary Care, Specialty Care, Mental Health, and Community Care, ensuring that patient care services are delivered efficiently. Manage the performance of at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff. Evaluate the work of subordinate staff, providing feedback, coaching, and corrective action as needed. Develop performance standards and evaluate staff performance regularly. Make final decisions on hiring, promotion, disciplinary actions, and resolving staff complaints. Ensure the proper training and development of all subordinate staff. Plan and prioritize work assignments, supervise technical and administrative functions, and provide leadership in resolving complex administrative problems. Maintain staff schedules, ensure adequate staffing levels for clinic operations, and adjust workload distribution to meet clinic needs.

Program Management and Scheduling Oversight: Oversee the scheduling program for the medical center and satellite clinics, ensuring compliance with VA policies and guidelines. Ensure the accurate and timely scheduling of patient appointments, monitor clinic availability, and make necessary adjustments to maximize patient access to care. Conduct weekly audits to ensure adherence to scheduling policies, tools, and metrics, and provide regular reports to senior management. Evaluate new products, equipment, and systems to make recommendations for improving clinic operations and enhancing efficiency.

Training and Staff Development: Identify educational or training needs for MSAs, team leaders, and supervisors, and develop tailored training programs to address these gaps. Provide ongoing training and mentorship to staff, ensuring they have the necessary skills and knowledge to perform their duties effectively. Lead training sessions on administrative processes, scheduling policies, and patient management systems, and track training compliance for all staff. Collaborate with other supervisors and department heads to ensure staff development is aligned with the organization's goals and priorities.

Data Analysis and Reporting: Extract and analyze data to track key performance measures, including scheduling efficiency, patient access, and clinic utilization. Prepare detailed reports for senior management, providing insights into clinic operations and recommending improvements to enhance performance. Monitor key scheduling metrics, such as return-to-clinic orders (RTC), consults, and urgent scheduling needs, ensuring that all patient care requirements are met. Implement corrective actions based on data analysis to address discrepancies and improve operational efficiency.

Customer Service and Patient Interaction: Meet the needs of customers (veterans, representatives, visitors, and VA staff) while supporting VA missions. Communicate courteously, tactfully, and respectfully with veterans, representatives, visitors, and staff. Provide veteran-centered care by emotionally supporting patients and their families and respecting their values and preferences. Respond to patient inquiries concerning medical, personal, and administrative matters, referring medical questions to clinical staff. Handle conflict and problems constructively and positively while listening and responding to customer concerns.

Complex Problem-Solving and Patient Service Coordination: Resolve complex patient service issues, ensuring that patients receive the care they need promptly and efficiently. Act as a liaison between MSAs, patients, and interdisciplinary teams to resolve conflicts, address administrative issues, and improve patient flow. Collaborate with clinical staff to ensure follow-up care is properly scheduled and completed, addressing any gaps or delays in the process. Ensure the smooth operation of clinic functions by overseeing the coordination of clinical flow processes related to access to care across multiple clinics, specialties, and community resources.

Compliance and Information Security: Ensure compliance with policies for the security of sensitive data, including the Privacy Act of 1974. Maintain confidentiality and ensure access to sensitive information is limited to authorized staff. Report and address any violations of information security in accordance with applicable laws and regulations. Use various office automation software (e.g., VISTA, CPRS, ICBWeb, ISS, CTM) to manage patient care.

Work Schedule

Monday - Friday 8:00am - 4:30pm

Telework

Not Available

Functional Statement #

51653-A

Relocation/Recruitment Incentives

Not Authorized

Permanent Change of Station (PCS)

Not Authorized

PCS Appraised Value Offer (AVO)

Not Authorized