Supervisory Medical Support Assistant

Department of Veterans Affairs•Kernersville, NC

32d•Onsite

About The Position

The Supervisory Medical Support Assistant serves within Patient Administration Service at the Kernersville Health Care Center within Salisbury VA Health Care System. The incumbent(s) provides a high level of administrative and data support to PAS. The Supervisory Medical Support Assistant (MSA) is a foundational role within the Outpatient Specialty Clinics, Mental Health Clinics, and Primary Care at Kernersville Health Care Center. Supervisory Medical Support Assistant serves within Patient Administration Service at the Kernersville Health Care Center within Salisbury VA Health Care System. The incumbent's work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using clinic access principles, collecting, and updating demographic and insurance information, managing VAR list, RTC orders, Consults, Patient Centered Scheduling Request, patient processing and customer service. The GS-8 Supervisory MSA is responsible to their supervisor for ensuring that the work assignments of the section are carried out by performing a range of duties/functions and must be considered an expert in the functions of File Clerks, Operators, MSAs, and Lead MSAs. Have a thorough knowledge regarding enrollment, eligibility, and beneficiary travel. Ability to communicate with all internal and external customers effectively and consistently in a respectful and courteous manner. Thorough knowledge of the outpatient scheduling processes defined in VHA Directive 1230 VHA Outpatient Scheduling Processes and Procedures and all scheduling policies and procedures derived from policies/procedures with Salisbury VA Health Care System. The incumbent must have knowledge of all internal standard operating procedures for the various outpatient clinics at the Kernersville Health Care Center. Ensure all employees are up to date for all mandatory training. Provide supervisory coverage for other areas within PAS as necessary due to unplanned leave or planned leave by their peer supervisors. The Supervisory MSA must assist the services/clinics accomplish action plans and ensure follow-up for access plans is completed in a timely manner. Ensure quality assurance for all work produced or completed within assigned clinic. Ensure MSA coverage is provided during all working hours for the outpatient clinics assigned and will provide coverage to the clinics if no other coverage is available. Use a variety of communication skills to establish helpful relationships with patients, Veterans, and staff. Cooperate with others within the organization and contribute to the effective operation of the medical center. Identify developmental and training needs of employees and provide/arrange additional training. Assist and train new staff in orientation activities through shared knowledge and specific clinic scheduling expertise. Establishes and maintains relationships with all medical center personnel to communicate and disseminate PAS Outpatient Administrative Support Section and general PAS information. Incumbent will serve as the subject matter expert (SME) for all duties within the Patient Administrative Service at the Kernersville HCC. The duties listed is not inclusive of all the duties associated with this position.

Requirements

Thorough knowledge regarding enrollment, eligibility, and beneficiary travel.
Thorough knowledge of the outpatient scheduling processes defined in VHA Directive 1230 VHA Outpatient Scheduling Processes and Procedures and all scheduling policies and procedures derived from policies/procedures with Salisbury VA Health Care System.
Knowledge of all internal standard operating procedures for the various outpatient clinics at the Kernersville Health Care Center.
Must be considered an expert in the functions of File Clerks, Operators, MSAs, and Lead MSAs.

Responsibilities

Ensuring that the work assignments of the section are carried out
Communicating with all internal and external customers effectively and consistently in a respectful and courteous manner
Ensuring all employees are up to date for all mandatory training
Providing supervisory coverage for other areas within PAS as necessary due to unplanned leave or planned leave by their peer supervisors
Assisting the services/clinics accomplish action plans and ensure follow-up for access plans is completed in a timely manner
Ensuring quality assurance for all work produced or completed within assigned clinic
Ensuring MSA coverage is provided during all working hours for the outpatient clinics assigned and will provide coverage to the clinics if no other coverage is available
Using a variety of communication skills to establish helpful relationships with patients, Veterans, and staff
Cooperating with others within the organization and contribute to the effective operation of the medical center
Identifying developmental and training needs of employees and provide/arrange additional training
Assisting and training new staff in orientation activities through shared knowledge and specific clinic scheduling expertise
Establishing and maintaining relationships with all medical center personnel to communicate and disseminate PAS Outpatient Administrative Support Section and general PAS information
Serving as the subject matter expert (SME) for all duties within the Patient Administrative Service at the Kernersville HCC