Supervisory Medical Support Assistant

Veterans Health Administration • Augusta, GA

6d • Onsite

About The Position

The Supervisory Medical Support Assistant serves in Community Care Referral Coordination and provides full supervisory oversight of Lead and Advanced MSAs. The incumbent plans and directs consult scheduling operations, assigns and evaluates work, resolves complex patient service issues, identifies training needs, evaluates performance, and analyzes data to support performance measures and senior management. The Supervisory Medical Support Assistant (MSA) serves in Community Care, Referral Coordination, and is responsible for the day-to-day operations of the Referral Coordination Initiative scheduling process. The incumbent plans and directs consult scheduling activities and has full supervisory responsibility for a Lead Advanced Medical Support Assistant (AMSA) and multiple Advanced MSAs.

Requirements

• Must be a U.S. Citizen.
• Must complete all required steps in the process.
• Must complete the application, assessment, and questionnaire.
• Assessment measures critical general competencies required to perform the 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 forms of identification will be required to complete pre-employment requirements.
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• 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.
• Will be required to serve a 1-year trial period.
• High school diploma, General Education Development (GED) equivalency certificate, or proficiency certificate issued by a State or Territorial Board or Department of Education.
• One year of creditable experience equivalent to the next lower grade.
• 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.
• 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 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.

Nice To Haves

• At least two years experience in Community Care.

Responsibilities

• Plans, organizes, and directs consult scheduling activities and the daily operations of the Referral Coordination scheduling process.
• Assigns and evaluates the work of subordinate staff and ensures patient service needs are met.
• Resolves complex problems affecting patient services, scheduling operations, and workflow.
• Identifies educational and training needs of subordinate staff and ensures appropriate staff development.
• Evaluates employee performance and takes appropriate disciplinary action when necessary.
• Makes final decisions regarding selections for subordinate positions.
• Evaluates new products, equipment, and systems and makes recommendations to improve operations.
• Extracts and analyzes data and prepares reports in support of performance measures for senior management.
• Monitors workload, backlogs, deadlines, and other operational issues and elevates non-routine or highly technical problems as appropriate.
• Communicates and collaborates with physicians, registered nurses, and other allied health professionals to support effective patient care and administrative operations.
• Maintains the confidentiality and security of sensitive patient and administrative information.
• Provides courteous, tactful, and respectful service to patients, visitors, staff, and other customers and handles conflicts constructively and appropriately.
• Spends 25% or more of their time providing administrative and technical supervision and performs major duties above those at the full performance level that consist of significant scope, complexity, difficulty, and variety.
• Plans and directs programs at medical centers and/or satellite outpatient clinics.
• Has full responsibility for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a VA medical inpatient, outpatient, or interdisciplinary setting.
• Evaluates the work of subordinate staff.
• Resolves complex problems to ensure patient services are met.
• Evaluates new products, equipment, and systems to make recommendations for improved operations.
• Identifies educational or training needs.
• Makes final decisions on hiring selections.
• Evaluates performance and takes disciplinary action when necessary.
• Extracts and analyzes data to provide reports to senior management in support of tracking measures.

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