Supervisory Medical Support Assistant

The Supervisory Medical Support Assistant (Supervisory MSA) works at the San Francisco VA Health Care System (SFVAHCS). Positions may be located in General Surgery, Arthritis, Diabetes, Liver, Orthopedic, Nutrition, Renal, Podiatry, Urology, and/or Gastroenterology Departments. The Supervisory MSA is responsible for managing and supervising all the appointment management services of the clinics and supervises all Lead and Advanced Medical Support Assistants (MSAs).

The Supervisory MSA collaborates with and has an extensive knowledge of all clinical services and programs, to include services under the Surgical Department. The Supervisory MSA is flexible, multi-skilled and creative in solving everyday challenges unique to a remote site. Assigns work and daily priorities to all Lead and Advanced MSAs and ensures the goals and mission of the Clinic and Health Care System are being met. Responsible for all performance management functions related to Lead and Advanced MSAs, as well as work study students and volunteers providing support within the Supervisory MSA program. Applies principles, methods and guidelines to evaluate administrative operations in order to determine best practices for organizing administrative work and flow of patients throughout the clinic. The Supervisory MSA must take into consideration the staff ratios and skill mixes needed to accomplish the work. Analysis results in recommendations for improvement and implementation of new systems and processes that are discussed with the rest of the management team for decisions regarding the efficiency of clinic operations. Performs duties related to the receipt, intake and indexing of health and administrative information. The Supervisory MSA will interface with personal computer (PC) applications as well as numerous VISTA applications. Serves as a backup for time and leave processing. Plans and directs programs in the surgical services. Responsible for implementing and enforcing clinic changes. Advises supervisor strategies to manage clinic access and ensure compliant appointment management practices per VA scheduling directive guidelines. Manages CPRS view alerts from providers for action involving patient care follow-up. Ensures subordinate Lead and Advanced MSAs appropriately manage new consults for specialty and/or primary care clinics in CPRS to ensure consults are scheduled timely and within VA guidelines. Ensures surgical scheduling staff have the appropriate equipment, supplies and space to safely accomplish work. Monitors and analyzes Automated Call Distribution (ACD) data to ensure timely phone access for patients and provides feedback and training to staff; identifies developmental and training needs for all staff operating on the ACD system. Disseminates new VA Directives and procedures that impact/relate to front desk and clinic operations and provides training to staff. Anticipates problems and develops systems and processes to ensure the goals and mission of the VA are able to be met. Other duties as assigned. Work Schedule: Monday - Friday 8:00am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 662-12024F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.