Supervisory Medical Support Assistant

Veterans Health Administration • Sioux Falls, SD

4d • Onsite

About The Position

This position supervises Medical Support Assistants (MSAs) in the Community Care (CC) department and provides analytical and evaluative support to the CC Chief regarding scheduling and referral authorizations. Reporting to the CC Service Chief, the employee independently manages administrative activities and supervises Lead MSAs, Advanced MSAs, and MSAs. The role provides administrative and technical leadership for CC operations and works within a team-based care model to coordinate care delivered outside the Sioux Falls VA Health Care System for Veterans.

The position collaborates with Registered Nurses, pharmacists, social workers, dietitians, clinical service lines, VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community-based programs. It applies policies and procedures to support Veteran flow, care, scheduling, workload data, and revenue processes. The employee provides customer service, supports quality assurance and performance improvement, and contributes to effective day-to-day administrative operations.

The position is scheduled Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available, and this is not a virtual position. The role is a permanent federal position, with a one- or two-year trial period. Recruitment/relocation incentives and permanent change-of-station assistance are not authorized.

Requirements

• High school diploma, GED equivalency certificate, or state/territorial proficiency certificate.
• 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.
• Proficiency in spoken and written English.
• 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 the full range of administrative and supervisory duties to at least one subordinate MSA supervisor or team leader in a patient-support setting, including work assignment, 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 be a U.S. citizen, except where appointment of a non-citizen is permitted under VA policy when qualified citizens cannot be recruited.
• Must meet selective service registration requirements for males born after December 31, 1959.
• Must complete a background/security investigation, online onboarding, and required pre-employment identification and application documentation.
• Must participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period and receive written certification for continued employment after that period.
• Must submit responses to each Knowledge, Skill, and Ability (KSA) on a separate document.
• A transcript must be submitted when using education to qualify; foreign education requires a Certificate of Foreign Equivalency with the transcript.
• For supervisory assignments, must spend at least 25% of time providing administrative and technical supervision.
• Must be able to plan and direct subordinate staff activities, resolve complex problems, and ensure patient services are met.

Nice To Haves

• Preferred experience in a supervisory role.

Responsibilities

• Supervise Lead MSAs, Advanced MSAs, and MSAs, including assigning work, evaluating performance, supporting staff selection, recommending awards or advancements, and taking disciplinary action when necessary.
• Provide administrative and technical supervision and manage day-to-day administrative operations for Community Care.
• Provide technical counsel on procedural, legal, and administrative requirements related to Veterans' care and treatment.
• Support the CC Chief with analytical and evaluative work involving scheduling and authorization of referrals.
• Plan and complete advanced administrative tasks in accordance with protocols, accepted practices, and VHA guidance.
• Handle or delegate problems and unusual situations, and make decisions about appropriate action.
• Coordinate administrative information between professional staff and Veterans and assure accurate appointment management.
• Use computerized programs and databases to enter, modify, and retrieve sensitive information and data in electronic medical records, scheduling systems, and reporting formats.
• Compile, locate, and verify information from records, files, prescribed sources, and electronic data banks.
• Apply policies and procedures affecting workload data, Veteran flow, Veteran care, and revenue processes.
• Orient medical staff to outpatient scheduling and other basic administrative policies and procedures.
• Maintain Community Care committees and meeting notes as directed.
• Carry out quality assurance and performance improvement functions and, when required, conduct individual audits or process-improvement time studies.
• Extract and analyze data and provide reports to senior management to support tracking measures.
• Evaluate new products, equipment, and systems and make recommendations to improve operations.
• Identify staff education and training needs and provide briefings, orientations, staff development, and training.
• Manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
• Collaborate with internal and external healthcare partners to support continuity and quality of care.

Benefits

• Competitive salary and regular salary increases; a higher step rate may be considered based on higher or unique qualifications or VA special needs.
• 37–50 days of annual paid time off per year, comprising 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• Potential credit toward annual leave accrual based on prior work or military service, subject to approval.
• Up to 12 weeks of paid parental leave after 12 months of employment in connection with birth, adoption, or foster care placement.
• Eligible full-time employees may qualify after 60 days for a childcare subsidy of up to 25% of eligible childcare costs, subject to income and monthly limits.
• Traditional federal pension with five-year vesting and federal 401(k) with up to 5% in VA contributions.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs can be carried into retirement.

What This Job Offers

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