Supervisory Medical Support Assistant

The Supervisory MSA works collaboratively in an interdisciplinary coordinated care delivery model. The incumbent fully participates in the daily team led huddles and weekly team meetings where patient care planning and management occur. Independently manages position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Plans and directs programs at satellite outpatient clinics.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties: Serves as a Supervisory Medical Support Assistant in various areas within the Health Administration Department 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. 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. 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. Evaluate new products, equipment, and systems to make recommendations for improving clinic operations and enhancing efficiency. 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. Extract and analyze data to track key performance measures, including scheduling efficiency, patient access, and clinic utilization. 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. 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. 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. 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. Use various office automation software (e.g., VISTA, CPRS, ICBWeb, ISS, CTM) to manage patient care. Work Schedule: Monday-Friday 8:00-4:30pm Remote/Virtual: This is not a remote/virtual position. Functional Statement #: 53092-A Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized

You must be a U.S. Citizen to apply for this job. To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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.