Supervisory Medical Support Assistant

Veterans Health Administration • Tucson, AZ

1d • Onsite

About The Position

The Supervisory Medical Support Assistant (MSA) serves as the direct supervisor for all AMSAs in support of the Eligibility and Enrollment. This position provides support work in connection with the care and treatment given to patients in clinics, wards or other such units as assigned. Supervisory MSAs perform a variety of support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide patient care.

Requirements

• 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.
• Must pass pre-employment physical examination.
• 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.
• Must serve a 1 or 2-year trial period.
• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Policy.
• Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR, One year above high school; OR, Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).
• In addition to the basic requirements, candidates must possess one year of experience equivalent to the GS-07 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
• Ability to provide the full range of administrative and supervisory duties to at least one subordinate MSA supervisor or team leader in a patient support setting which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements.
• Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations.
• Ability to provide briefings, orientations, staff development, and training in a patient support setting.
• Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
• Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.
• The work is primarily sedentary with prolonged periods of sitting.
• The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability.

Nice To Haves

• VA Lead MSA Experience

Responsibilities

• Train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities.
• Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
• Schedule appointments accurately and in a timely manner.
• Complete internal and facility scheduling audits, ensure VHA Directives are properly being practiced.
• Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic time frames.
• Exercises supervisory authorities and responsibilities involving work assignment and review, as well as the administrative and personnel management functions relative to the staff supervised in conjunction.
• Daily review of active/pending consults and Audio CARE communications for accuracy and disposition.
• Review AMSA accuracy with Vet Link and report on the accuracy of AMSA input of the Insurance Capture Buffer (ICB) for both programs.
• Independently manage 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.
• Serve on Medical Center committees as needed.
• Prepare various reports in area of expertise and monitors to ensure compliance.
• Assure that all supervised staff receives all required annual training.
• Responsible for the competencies for all supervised staff.
• Plan and/or coordinate a formal orientation and training and assures training programs for new employees are completed as required to achieve efficiency of operations on a daily and long-term basis.
• Ensure adequate leave coordination to avoid inability to properly respond to the needs of the service.
• Monitor personnel assignments, work distribution and work performance to assure adequate service is being provided and work is properly distributed to accomplish the workload.
• Independently carry out a wide variety of tasks involving atypical problems or complex situations.
• Responsible for new employee orientation and is part of a team that conducts comprehensive training for new employees.
• Advise Lead MSA of requirements for on the job training to assist with new AMSAs trainings.
• Responsible for extracting and analyzing data to provide reports in support of performance measures to senior management.
• Evaluate the work of subordinate staff.
• Resolve complex problems to ensure patient services are met.
• Evaluate new products, equipment, and systems to make recommendations for improved operations.
• Identify educational or training needs.
• Make final decisions on hiring selections.
• Evaluate performance, and take disciplinary action when necessary.

Benefits

• A career with the U.S. government provides employees with a comprehensive benefits package.
• As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED