Supervisory Medical Support Assistant

Veterans Health Administration • Ventura, CA

9d • Onsite

About The Position

The Greater Los Angeles Health Care System is hiring one Supervisory Medical Support Assistant (Business Office) for the Health Administration service at the Ventura Business Office in Ventura, California. The role plans and directs programs at medical centers and/or satellite outpatient clinics and has full supervisory responsibility for at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff member. The position is classified at the GS-08 full-performance level.

The employee plans and organizes work with general assistance from a supervisor, independently applying guidelines, precedents, and regulations while referring non-routine and highly technical problems for guidance. The position is responsible for reporting backlogs and difficulties meeting deadlines, maintaining confidentiality, and communicating with physicians, case managers, and allied health professionals. Work is evaluated for effectiveness, accuracy, timeliness, and adherence to established procedures and policies.

The work is sedentary and is performed on a Monday–Friday schedule from 0800 to 1630. Telework is unavailable, and the position is not virtual. The work location is 5200 Ralston St, Ventura, CA 93003.

Requirements

• At least one year of experience equivalent to GS-7 leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
• At least one year of customer service experience in a position requiring daily direct customer interactions.
• Ability to perform administrative and supervisory duties for subordinate patient-support staff, including work assignment, performance evaluation, staff selection, and recommendations for awards or advancement.
• Ability to collaborate and communicate effectively and demonstrate customer-service and interpersonal skills with internal and external customers while ensuring 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.
• Advanced knowledge of managing or leading patient-support staff in a clinic, including independent use of reference sources, decision-making, and enabling teamwork to resolve problems in a complex systems environment.
• U.S. citizenship is required, subject to the stated exception for non-citizen appointments when qualified citizens cannot be recruited under VA policy.
• Proficiency in spoken and written English.
• Must complete required background/security investigation, onboarding, and application documentation requirements.
• Must participate in the seasonal influenza vaccination program as a VA health care personnel member.
• Must serve a one- or two-year trial period, subject to the stated conditions for continued employment.
• If qualifying through education, submit the required proof of education; foreign education must be evaluated as described in the announcement.
• Must have the required experience; the announcement states that education is not generally applicable.

Responsibilities

• Plan and direct programs at medical centers and/or satellite outpatient clinics.
• Supervise at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff member.
• Assign, plan, review, and evaluate subordinate staff work; set team goals; and accept or reject completed work.
• Evaluate staff performance, complete performance appraisals, make hiring selections, recommend awards or advancements, and take disciplinary action when necessary.
• Attend staff and provider meetings and meet daily or weekly with the nurse team leader.
• Ensure supervised staff complete annual training requirements and identify educational or training needs.
• Ensure staff update patient demographics, collect insurance information at each appointment, and complete required means tests when needed.
• Collect and validate data, analyze and extract data, and provide reports to senior management to support tracking measures.
• Ensure encounter errors and appointment wait-time errors are corrected promptly and consults are addressed in a timely manner.
• Develop detailed procedures and guidelines that supplement established administrative regulations or program guidance.
• Use the VistA Scheduling Package to schedule appointments for various clinics.
• Resolve complex problems to ensure patient services are met and evaluate new products, equipment, and systems for operational improvement.
• Manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
• Complete mandatory trainings and assessments.
• Maintain confidentiality and report backlogs, deadline difficulties, uncooperative physicians, or difficulty obtaining information from clinicians or records.
• Provide courteous, respectful, constructive, and timely customer service to Veterans, their representatives, visitors, VA staff, and other internal and external customers.

Benefits

• Federal employee benefits package; specific benefits depend on position type and eligibility.
• Potential credit toward annual leave accrual for qualifying prior federal or military service, subject to request and approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed