Supervisory Medical Support Assistant

Supervisor Duties

Major duties include but are not limited to:

• Supervises employees who may be located in a variety of clinics throughout the healthcare system or working 100% virtually.
• Carries full supervisory authority including daily assignation of work, performance evaluation, making selection determinations, training of staff members,
• Additionally, the supervisor is responsible for evaluating performance of individuals within their purview and overall program performance through analysis of data available in VISTA, on the data warehouse and other sources.
• Interviews new candidates, makes recommendations for selections and works with HR to onboard new hires.
• Recommends employees for awards and/or advancements, recommends and takes corrective action on disciplinary matters, and responds to grievances or complaints.
• Works directly with Clinical Section Chiefs, Nurse Managers, and AOs to problem solve issues related to clinic operations, scheduling, etc.
• May have to reassign resources to meet the needs of the various clinics they oversee; resolves escalated customer issues to include problems with scheduling, complaints, etc. that may come from the Patient Advocate, PX Manager, clinic manager, front line MSA, etc.
• Conducts monthly audits of the scheduling practices for each direct report.
• Providing feedback and remedial training as necessary to ensure that the national scheduling practices are adhered to by each MSA.
• Gathers data (e.g. return to clinic, pending consults, etc.) and evaluates efficiency of operations.
• Performs follow-up with MSAs, identifies barriers (e.g., consult review process in clinic that impedes meeting VHA requirements of scheduling within 2 days) and develops ways to break down barriers to efficiency by meeting with Clinical Service Chiefs, Group Proactive Manager, AOs, etc.
• Responsible for the staff and program function within their assigned area.
• Must monitor daily performance statistics (e.g., Call Center incoming call volume, hold times, and abandoned call rates) and redeploy staff to meet VA measures, adjusting resources as needed based on demand, and takes into consideration available staff (e.g., monitoring call-ins and planned leave) in order to meet performance expectations with RTCs, consults, MRTs and call abandonment rates.
• Must stay abreast of updates that effect operations such as changes in services provided, provider scheduling changes and changes to scheduling and/or call center directives.
• Plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports, special assignments and only refers the non-routine and highly technical problems to their supervisor.
• 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.
• Works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required.
• Consistently communicates and treats customers (Veterans, families, Veteran representatives, all VA staff) in a courteous, tactful and respectful manner.
• Protects sensitive and electronic files that must be safeguarded under the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statutes and policy, and VHS policy.