Supervisory Medical Support Assistant - Community Care

Veterans Health Administration • Topeka, KS

3d • Onsite

About The Position

The Supervisory Medical Support Assistant (MSA) works in the Veterans Community Care Service at the VA Eastern Kansas Health Care System and directly supervises Advanced MSA and Lead MSA staff. The position plans and directs programs at the medical center and has administrative and professional responsibility for the activities of subordinate staff, including at least one subordinate MSA team leader or equivalent administrative patient-support staff in an interdisciplinary setting. The role demonstrates leadership, experience, and creative approaches to managing daily patient-care coordination.

The incumbent extracts and analyzes data and prepares reports for senior management to support tracking measures. Working collaboratively in an interdisciplinary coordinated-care model, the Supervisory MSA supports VA Community Care across Primary Care, Behavioral Health, and Specialty Clinics. The role oversees appointment scheduling for one or more non-VA outpatient clinics, promotes professional and courteous service, and ensures health and administrative information is integrated into the electronic health record through scanning, indexing, or routing documents for processing.

The position screens and responds to phone calls, determines the nature of requests, and provides information in accordance with privacy rules and departmental processes. It trains staff on VHA Scheduling and Consult Directives and oversees accurate scheduling and consult management. The incumbent independently manages priorities, deadlines, and workflow with little supervision, assists staff with clerical duties in outpatient settings, and may take on other administrative assignments needed to support the health care system's mission.

The work schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available, and this is not a virtual position. Relocation assistance and a sign-on bonus are not authorized. The job is a permanent federal position; the selected employee must serve a one- or two-year trial period.

Requirements

• U.S. citizenship, subject to the stated statutory exception when recruitment of qualified citizens is not possible.
• High school diploma, GED, or state/territorial proficiency certificate.
• Proficiency in spoken and written English.
• Ability to collaborate and communicate with medical clinicians across multiple disciplines to support team goals and patient care.
• Ability to independently set priorities, organize work, meet deadlines, and comply with established processes, policies, and regulations.
• Ability to communicate tactfully and effectively in person, by phone, electronically, and in writing, including preparing reports, presenting data, and resolving patient concerns.
• Advanced knowledge of technical health care processes related to access to care, including interdisciplinary scheduling and/or community-care models and patient health care portals.
• Advanced knowledge of policies and procedures affecting patient flow and administrative support, including appointment cycles, outside referrals, follow-up care, overbooking, and provider availability.
• Advanced knowledge of medical terminology.
• Must pass a pre-employment physical evaluation and background/security investigation, complete onboarding requirements, and participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period.
• The supervisory duties at this level include responsibility for supervising at least one subordinate MSA team leader or equivalent administrative patient-support staff.

Nice To Haves

• Two years of experience in VA Community Care.
• One year of supervisory experience.

Responsibilities

• Plan and direct programs at the medical center.
• Directly supervise Advanced MSA and Lead MSA staff, including at least one subordinate MSA team leader or equivalent administrative patient-support staff.
• Plan and direct subordinate staff activities and provide administrative and professional oversight.
• Extract and analyze data and prepare reports for senior management to support tracking measures.
• Collaborate in the interdisciplinary coordinated-care model supporting VA Community Care across Primary Care, Behavioral Health, and Specialty Clinics.
• Assure appointment schedules are maintained by MSA staff for one or more non-VA outpatient clinics.
• Promote professional and courteous front-line interactions with patients and staff.
• Ensure health and administrative information is integrated into the electronic health record by overseeing document scanning, indexing, or routing.
• Screen and receive phone calls, determine the nature of requests, and provide information using privacy rules and departmental processes.
• Train staff on VHA Scheduling and Consult Directives and ensure accurate scheduling and consult management.
• Set priorities and deadlines and adjust workflow to meet team and patient needs.
• Assist staff with clerical duties in outpatient settings providing medical and behavioral health services.
• Perform other related or administrative duties as assigned to support the health care system's mission.

Benefits

• Competitive salary and regular salary increases; a higher step rate may be considered for higher or unique qualifications or special VA needs.
• 37–50 days of annual paid time off per year, including 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Selected applicants may qualify for credit toward annual leave accrual based on prior work or military service, subject to approval.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with birth, adoption, or foster-care placement.
• Eligible full-time employees may qualify for a child-care subsidy after 60 days of employment, subject to income and other eligibility limits.
• Traditional federal pension with five-year vesting and federal 401(k), with VA contributions of up to 5%.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs can be carried into retirement.

What This Job Offers

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