Supervisory Medical Support Assistant

Veterans Health Administration • Jacksboro, TN

8h • Hybrid

About The Position

The incumbent serves as a Supervisory Medical Support Assistant (MSA) on an inter-professional healthcare team at LaFollette Clinic, supporting multiple ancillary and inter-professional clinics. The role coordinates MSA assignments and workflow within an interprofessional coordinated care delivery model and helps determine the needs of Veterans and caregivers.

The position is full-time, with a stated work schedule of Friday, 7:45 a.m. to 4:30 p.m. Telework is available, but this is not a virtual position. The full performance level is GS-7. The work is generally sedentary and involves operating a computer terminal and managing multiple activities; it may include some walking, standing, bending, and carrying light items. Work can be stressful during peak clinic hours or high-volume clinic days.

The position requires U.S. citizenship, a high school diploma or equivalent, proficiency in spoken and written English, and one year of experience equivalent to GS-6 for the GS-7 grade determination, along with specified supervisory and administrative knowledge, skills, and abilities. No experience is required for the basic MSA requirements, but the GS-7 grade determination requires the stated qualifying experience. There is no education substitution for experience at this grade level.

Requirements

• U.S. citizenship; non-citizens may be appointed only when recruitment of qualified citizens is not possible under the cited statute.
• High school diploma, GED equivalency certificate, or state or territorial education-board proficiency certificate.
• Proficiency in spoken and written English.
• For GS-7 grade determination, one year of experience equivalent to GS-6 performing relevant medical support duties.
• Ability to provide the full range of administrative and supervisory duties in a patient support setting, including assigning work, conducting performance evaluations, selecting staff, and recommending 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 related to administrative functions in a patient support setting.
• Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities.
• Must pass a pre-employment physical examination and background/security investigation.
• Must participate in the seasonal influenza vaccination program.
• Must complete the application and questionnaire, online assessment, required onboarding steps, and required application documentation.
• Must provide detailed experience documentation on the resume, including job title, duties, month and year start/end dates, and hours worked per week.
• May be required to serve a one- or two-year trial period.

Responsibilities

• Coordinate MSA assignments and workflow in an interprofessional coordinated care delivery model.
• Assure coverage of all areas of work.
• Ensure accurate and timely scheduling of appointments.
• Provide staff guidance, including communicating changes in policies and procedures.
• Distribute and balance workload.
• Create and maintain employee work schedules.
• Orient and provide on-the-job training for new and current employees.
• Ensure staff training requirements are met.
• Organize the work structure of assigned areas.
• Act as a liaison between MSAs and staff to resolve day-to-day conflicts.
• Coordinate with patient care teams to review clinic appointment availability and adjust schedules to meet clinic needs.
• Maintain effective communication with patients and care providers; process incoming secure messages through online healthcare portals and coordinate with the care team as appropriate.
• Participate in team huddles and meetings to manage, plan, problem-solve, and follow up on patient care by sharing information and collaborating with the interdisciplinary team.
• Set priorities and deadlines and adjust work flow and sequencing to meet team and patient needs.
• Identify incomplete encounters and communicate findings to providers as needed.
• Assist the team in reinforcing the plan of care and self-help solutions.
• Enter appropriate information into the electronic record and monitor pre-appointment information or requirements to ensure readiness for visits or procedures.
• Manage patient systems to verify and validate accuracy and resolve issues.
• Evaluate patient information and clinic schedule lists to determine whether an immediate appointment is needed, and inform team members about shared patients.
• Monitor and make work assignments, provide input on performance, resolve daily workplace issues, and maintain efficient workflow.

Benefits

• Competitive salary and regular salary increases.
• 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.
• Eligible employees may receive 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 the birth, adoption, or foster-care placement of a child.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to family-income and other eligibility 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.
• Telework available.

What This Job Offers

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