Supervisory Medical Support Assistant

Veterans Health Administration•San Francisco, CA

20h•Onsite

About The Position

The Supervisory Medical Support Assistant (MSA) works at the San Francisco VA Health Care System in one or more clinical departments, which may include General Surgery, Arthritis, Diabetes, Liver, Orthopedic, Nutrition, Renal, Podiatry, Urology, and Gastroenterology. The position manages clinic appointment services and supervises Lead and Advanced MSAs, as well as work-study students and volunteers supporting the program. The Supervisory MSA coordinates clinic administrative operations and patient flow, determines staffing coverage and skill mix, and recommends and implements improvements to systems and processes. The role supports surgical services, oversees compliant appointment management and consult scheduling, manages provider alerts requiring patient-care follow-up, and monitors telephone access. It also provides staff training and guidance on VA directives, procedures, and clinic operations. The position uses personal computer and VISTA applications and serves as a backup for time and leave processing. The work is primarily sedentary, with some bending, walking, standing, and lifting or carrying items under 15 pounds. The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available, and the position is not virtual. The full-performance level is GS-08.

Requirements

U.S. citizenship, subject to the stated VA exception for non-citizens when qualified citizens cannot be recruited.
High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
Proficiency in spoken and written English.
One year of experience equivalent to the GS-7 level, including workload assessment and assignment, staffing coverage, MSA training needs, complex procedures and clinic access processes, appointment scheduling, staff guidance, employee work schedules, and liaison work to resolve day-to-day conflicts.
Advanced knowledge of managing or leading patient-support staff in a clinic, including independent use of reference sources, decision-making, and empowering teams to resolve problems in complex systems.
Ability to provide administrative and supervisory duties to at least one subordinate MSA supervisor or team leader, including work assignment, performance evaluations, staff selection, and recommendations for awards or advancement.
Ability to collaborate and communicate with internal and external customers, demonstrate customer service and interpersonal skills, support continuity and quality of care, and ensure 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 meet stated pre-employment requirements, including background/security investigation and completion of online onboarding.
Must participate in the seasonal influenza vaccination program.
Must serve a one- or two-year trial period, subject to the stated evaluation and written certification requirements.

Responsibilities

Manage and supervise appointment management services for assigned clinics.
Assign work and daily priorities to Lead and Advanced MSAs and ensure clinic and health system goals are met.
Perform performance-management duties for Lead and Advanced MSAs, work-study students, and volunteers in the program.
Evaluate administrative operations, staffing ratios, skill mixes, patient flow, and work processes; recommend and implement improvements in coordination with the management team.
Perform duties related to receipt, intake, and indexing of health and administrative information.
Use personal computer and VISTA applications and serve as a backup for time and leave processing.
Plan and direct programs in surgical services and implement and enforce clinic changes.
Advise the supervisor on strategies for managing clinic access and maintaining appointment-management compliance with VA scheduling directives.
Manage CPRS view alerts from providers that require patient-care follow-up.
Ensure subordinate staff manage new specialty and primary-care consults in CPRS and schedule them timely in accordance with VA guidelines.
Ensure surgical scheduling staff have appropriate equipment, supplies, and space to work safely.
Monitor and analyze Automated Call Distribution (ACD) data to support timely patient phone access; provide feedback and identify staff training and development needs.
Disseminate new VA directives and procedures relevant to front-desk and clinic operations and train staff.
Anticipate operational problems and develop systems and processes to support VA goals and mission.
Perform other duties as assigned.