Supervisory Medical Support Assistant

The Supervisory Medical Support Assistant (MSA) serves as the operational leader for the full range of outpatient scheduling programs in the Legacy VA Sierra Pacific Network (VISN 21) Specialty Care Clinical Resource Hub (Specialty CRH) located in the VA Palo Alto HealthCare System. VAPAHCS uses a group practice concept that combines managed care and primary care treatment models.

The Supervisory MSA works closely with other members of the health care team and has supervisory responsibility for technical and administrative direction of a staff mix including GS-7 Lead MSAs and GS-6 AMSAs. Through effective communication, the Supervisory MSA is responsible for guiding, assisting, and counseling staff in the performance of day-to-day duties to ensure program operations are carried out smoothly and efficiently. In addition to the duties outlined above, leadership may assign the Supervisory MSA other related tasks and responsibilities in support of clinic operations and organizational objectives. Duties for the position may include but are not limited to: Directs outpatient medical administration programs and has full supervisory responsibility for supervising assignments. Extracting and analyzing data to provide reports in support of performance measures to senior management. Coordinate communications with other sites of care in VISN 21 and non-VA medical offices/facilities to coordinate care, participating in secure messaging with the patient and team, notifying patients of normal lab results, developing and managing a system for tracking needed follow up care (consults, tests, etc.) and communicating with the patient and team as necessary. Supervising staff in an interdisciplinary environment, where often there are conflicting needs from several members of the clinical team. Ensures all aspects of Specialty CRH program responsibilities are carried out completely and efficiently. This includes the management of consults, clinic profiles, and appointments; encounter forms, worksheets and clinic schedules necessary for a patient encounter; ensuring staff efficiently and effectively respond to requests from patients, family members, clinical and support staff on many varied issues; Interpret, analyze, and inform the health care team on administrative/clinical issues, regulations, policies and procedures. Orients new team members to clinic administrative processes, flow, data capturing requirements, etc., including AMSA, providers, nursing personnel, etc. Participates in interdisciplinary work groups and committees to incorporate clinic and service goals and needs into overall facility planning. Participates in process improvement activities/groups in keeping with the principles of the Service Improvement Model (SIM). Takes the lead on the integrity and accuracy of the data capturing process and statistical reporting in the VISTA, OBA, and VSSC system. Identify workload to correct errors resulting in workload rejection in Patient Care Encounter system due to insufficient or inaccurate data. Has full line authority for the administrative management and guidance of GS-6 AMSAs and GS-7 Lead MSAs and has supervisory authority for discipline and timekeeping of the front-line staff. Represents management at labor management meetings, provides information, resolves conflicts, and/or problems that may arise and assures management officials are familiar with the negotiated agreement. Prepares work schedules and ensures adequate staffing. Adjusts staffing based on workload, staffing demands, and health care system priorities and recommend organizational changes to improve staff utilization. Develops subordinate staff and others, as appropriate, to perform and contribute to the organization through coaching, mentoring and providing ongoing feedback, and by granting opportunities to learn through formal and informal methods. Works with servicing Human Resources Management Office in all steps of the recruiting and hiring process to expeditiously recruit for vacant positions and to select qualified employees. Issues performance standards and rates and communicates performance ratings to staff in a timely manner. Oversees and monitors that clerical staff are appropriately scheduling appointments according to the National and Local Scheduling Directives. Performs other related duties as assigned. Work Schedule: Full-time; Monday - Friday; 8:00 a.m. - 4:30 p.m.; Subject to change to meet the needs of the Agency Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 10952-F 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.