Supervisory Medical Support Assistant

Veterans Health Administration • Montrose, NY

7d • Onsite

About The Position

The VA Hudson Valley Care system has an opening for a Supervisory Medical Support Assistant. The Hudson Valley Care system offers a full range of acute and chronic care services for veterans residing in six adjacent counties, including Dutchess, Westchester, Putnam, Orange, and Rockland and Sullivan serving over 400,000 veterans. The Supervisory Medical Support Assistant serves as a member of the Output Leadership Team, participating in both strategic and administrative planning session. The incumbent serves as an office manager for several healthcare clinics and plans, organizes and directs all practices and administrative procedures used by subordinate personnel to ensure consistency and compliance with accepted policies and guidance.

Requirements

• Must be a U.S. Citizen to apply for this job.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment.
• Applicants who refuse to be tested will be denied employment with VA.
• 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 form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
• 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.
• Must pass pre-employment physical evaluation.
• 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.
• As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
• High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level 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 ensure 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

• Two (2) years of supervisory experience and knowledge of scheduling and consult management.

Responsibilities

• Establishes work priorities, identifies developmental training needs of employees, and provides or arranges for training when required.
• Works closely with their supervisor to identify and develop training which meets the needs of the MSA and administrative/clinical data capture requirements.
• Responsibility for training includes, but is not limited to, in-service education of on-the-job skills, classroom instruction closely associated with actual inpatient/outpatient hospital clinical practices, and attitudes and relationship of position to professional staff.
• Responsible for new employee orientation and is expected to work closely with new employees for the first (90) days.
• Assigns work based on requirements and resources available, to efficiently and economically accomplish the work to meet program goals and established objectives.
• Reviews work produced and analyzed weekly reports to evaluate production and takes appropriate action to resolve backlogs, scheduling errors, ICB Capture, EARR Review and Pre-Registration Data.
• Conducts regular meetings with the medical support assistants to update them on policy changes and new procedures.
• May serve on workgroups and/or committees as deemed appropriate.
• May be called to assist in audits or studies relating to the clinical setting.
• Resolves patient issues especially regarding appointment, scheduling, and customer service concerns.
• Researches the issue and attempts to resolve it before it escalates to the Patient Representative, Service Chief, Chief of Staff or Center Director's Office.
• Maintains clerical guidelines and manuals as well as preparation of material to be used in training new employees.
• Responsible for training auxiliary personnel such as temporary, work study, and volunteers used for intermittent heavy workload areas.
• Liaises with the Lead and Advanced Medical Support Assistants, Medical staff, Nursing staff and other services offering expert advice on administrative details and procedures relative to areas and will evaluate problematic areas and present findings to their supervisor and respective Service Line designees for corrective action.
• Must be an authority on current VA regulations and published hospital guidelines that affect administrative functions and midlevel in administrative procedures.
• Works closely with providers and clinic staff to ensure all processes are compliant in accordance with VHA Directive 1230 - Outpatient Scheduling Processes and Procedures, VHA Directive 1232 - Consult Processes and Procedures, and VHA Directive 1231 - Outpatient Clinic Practice Management.
• Performs work involving collection, compilation, and/or tracking of data and statistical information in support of several VA, VISN, and local programs (i.e. Clinic Access Procedures, Electronic Waiting List, Missed Opportunities, Consultation Management, Encounter Actions, Consult management and, Vet Link and Vet Text).
• Establishes protocols and coordinates incoming data from a variety of sources analyzing data and generating a variety or reports.
• Ensures subordinates serve as the initial point of contact for the units, clinics, patient, call centers, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems and data/software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology.

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.
• Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent.

What This Job Offers

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