Supervisory Medical Support Assistant

Veterans Health Administration • Canton, MI

7d • Onsite

About The Position

The incumbent serves as a Supervisory Medical Support Assistant within Clinic Operations & Access Management Service (CAMS) at the Major General Oliver W. Dillard VA Community-Based Outpatient Clinic (CBOC) in Canton, Michigan. The role provides administrative support in a CBOC, inpatient, or outpatient clinic and plans and directs programs at a medical center and/or satellite outpatient clinic, with full supervisory responsibility for subordinate staff.

The Supervisory MSA works with facility programs, services, and interprofessional care team members to facilitate Veterans’ access to care using contact methods such as telephone, secure messaging, chat, text messaging, and videoconferencing. The role requires tact, diplomacy, compassion, and sensitivity when assisting Veterans and families, including explaining procedures and addressing concerns about administrative processes. The incumbent communicates with people from varied backgrounds and healthcare team members, uses office automation and software to maintain records and schedule clinical appointments, and protects patient information in accordance with HIPAA requirements. The employee must complete mandatory annual TMS assignments and other training required by the supervisor.

The position is GS-08, with a Monday–Friday schedule from 7:00 a.m. to 3:30 p.m. Compressed or flexible schedules are not authorized, telework is unavailable, and the position is not virtual. The work is mostly sedentary, with sustained sitting and concentration, and may also involve walking, standing, bending, carrying light objects, stooping, reaching, lifting, pulling, and occasional walking some distance to meetings.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under 38 U.S.C. § 7407(a).
• High school diploma, GED equivalency certificate, or state/territorial proficiency certificate; transcripts are required when education is used to qualify.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to the next lower grade for the GS-08 Supervisory MSA grade determination.
• Experience demonstrating knowledge, skills, and abilities associated with MSA responsibilities or an equivalent administrative patient-support role in a non-VA inpatient or outpatient medical setting.
• Advanced knowledge of managing or leading patient-support staff in a clinic, including independent use of reference sources, decision-making, and empowering teams to collaborate and resolve problems in a complex systems environment.
• Ability to provide administrative and supervisory duties to at least one subordinate MSA supervisor or team leader, including work assignments, performance evaluations, staff selection, and recommendations for awards or advancements.
• Ability to collaborate, communicate, and demonstrate customer-service and interpersonal skills with internal and external customers to support quality and continuity of care and compliance with 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.
• Must complete all required application steps, including an online assessment, and submit required application documents.
• Must complete a background/security investigation and online onboarding process and provide acceptable identification for pre-employment requirements.
• Must participate in the seasonal influenza vaccination program.
• Must serve a two-year trial period as a condition of employment.
• Physical requirements include mostly sedentary work with sustained sitting and concentration, plus some walking, standing, bending, carrying light objects, stooping, reaching, lifting, pulling, and occasional walking to meetings.

Responsibilities

• Plan and direct programs at a medical center and/or satellite outpatient clinic.
• Supervise subordinate staff and provide the full range of supervisory responsibilities.
• Evaluate subordinate staff work and performance, and take disciplinary action when necessary.
• Resolve complex problems to ensure patient services are met.
• Make final decisions on hiring selections and manage time and leave.
• Manage clinic closures, including blocking and cancellations.
• Collaborate with facility programs, services, and interprofessional care team members to facilitate Veterans’ access to care through available contact modalities.
• Communicate with Veterans and family members with tact, diplomacy, compassion, and sensitivity, including explaining procedures and addressing administrative-process concerns.
• Meet, communicate, and interact with people from varied backgrounds and healthcare team members to complete assignments.
• Use office automation equipment, software, and databases to organize and maintain records and make clinical appointments.
• Maintain patient confidentiality in accordance with HIPAA requirements.
• Complete mandatory annual TMS assignments and other training or education required by the supervisor.
• Evaluate new products, equipment, and systems and make recommendations to improve operations.
• Identify staff educational and training needs.
• Provide briefings, orientations, staff development, and training in a patient support setting.
• Manage fiscal matters, forecast resource and equipment needs, and identify budget needs.

Benefits

• The announcement states that federal employees and their families have access to a comprehensive benefits package; specific benefits are not detailed.

What This Job Offers

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