Supervisory Medical Support Assistant

Department of Veterans Affairs • Bozeman, MT

37d

About The Position

The Supervisory MSA works collaboratively in an interdisciplinary coordinated care delivery model. The incumbent fully participates in the daily team led huddles and weekly team meetings where patient care planning and management occur. Independently manages position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Plans and directs programs at satellite outpatient clinics.

Responsibilities

• Supervise the activities of MSAs across multiple areas, including Primary Care, Specialty Care, Mental Health, and Community Care, ensuring that patient care services are delivered efficiently.
• Manage the performance of at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff.
• Evaluate the work of subordinate staff, providing feedback, coaching, and corrective action as needed.
• Develop performance standards and evaluate staff performance regularly.
• Make final decisions on hiring, promotion, disciplinary actions, and resolving staff complaints.
• Plan and prioritize work assignments, supervise technical and administrative functions, and provide leadership in resolving complex administrative problems.
• Maintain staff schedules, ensure adequate staffing levels for clinic operations, and adjust workload distribution to meet clinic needs.
• Oversee the scheduling program for the medical center and satellite clinics, ensuring compliance with VA policies and guidelines.
• Ensure the accurate and timely scheduling of patient appointments, monitor clinic availability, and make necessary adjustments to maximize patient access to care.
• Evaluate new products, equipment, and systems to make recommendations for improving clinic operations and enhancing efficiency.
• Provide ongoing training and mentorship to staff, ensuring they have the necessary skills and knowledge to perform their duties effectively.
• Lead training sessions on administrative processes, scheduling policies, and patient management systems, and track training compliance for all staff.
• Collaborate with other supervisors and department heads to ensure staff development is aligned with the organization's goals and priorities.
• Extract and analyze data to track key performance measures, including scheduling efficiency, patient access, and clinic utilization.
• Monitor key scheduling metrics, such as return-to-clinic orders (RTC), consults, and urgent scheduling needs, ensuring that all patient care requirements are met.
• Implement corrective actions based on data analysis to address discrepancies and improve operational efficiency.
• Meet the needs of customers (veterans, representatives, visitors, and VA staff) while supporting VA missions.
• Communicate courteously, tactfully, and respectfully with veterans, representatives, visitors, and staff.
• Provide veteran-centered care by emotionally supporting patients and their families and respecting their values and preferences.
• Respond to patient inquiries concerning medical, personal, and administrative matters, referring medical questions to clinical staff.
• Resolve complex patient service issues, ensuring that patients receive the care they need promptly and efficiently.
• Act as a liaison between MSAs, patients, and interdisciplinary teams to resolve conflicts, address administrative issues, and improve patient flow. Collaborate with clinical staff to ensure follow-up care is properly scheduled and completed, addressing any gaps or delays in the process.
• Ensure the smooth operation of clinic functions by overseeing the coordination of clinical flow processes related to access to care across multiple clinics, specialties, and community resources.
• Ensure compliance with policies for the security of sensitive data, including the Privacy Act of 1974.
• Maintain confidentiality and ensure access to sensitive information is limited to authorized staff.
• Use various office automation software (e.g., VISTA, CPRS, ICBWeb, ISS, CTM) to manage patient care.

Benefits

• Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
• Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.
• Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
• Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
• Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
• Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
• Telework: Ad-hoc

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Administration of Human Resource Programs
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees