Supervisory Medical Support Assistant

Veterans Health Administration • Miami, FL

13d • Onsite

About The Position

The Miami VA Healthcare System is seeking an experienced Supervisory Medical Support Assistant to support quality care standards and the growth and development of a VA academic hospital program. The position provides direct-line supervision for Medical Support Assistant (MSA) staff supporting Patient Aligned Care Teams (PACT), specialty clinics including Compensation and Pension, and the Health Benefits Unit (Enrollment and Eligibility). Patient care is delivered through a teamlet model involving MSAs, nurses, LPNs, primary care providers, and other members of the expanded healthcare team.

The incumbent plans and directs MSA programs at the medical center and/or satellite outpatient clinic and has full supervisory responsibility for subordinate leads, supervisors, AMSAs, and MSAs. The role requires flexibility to work in different units or wards in response to staffing levels and workspace needs. Work is sedentary and performed in an office environment, with occasional carrying of light items and some stooping, standing, and walking. The position is full-time, Monday through Friday, 8:00 a.m. to 4:30 p.m.; schedules may vary on a permanent or temporary basis based on facility or patient-care needs. Compressed or flexible scheduling and telework are not available; this is not a virtual position.

Requirements

• U.S. citizenship.
• High school diploma, GED equivalency certificate, or state or territorial proficiency certificate.
• Proficiency in written and spoken English.
• At least one year of experience equivalent to the GS-7 grade level, including relevant experience coordinating interdisciplinary staff assignments and workflow, assessing workloads and staffing, identifying training needs, handling complex clinical-flow procedures, ensuring timely and accurate scheduling, guiding staff on policy and procedure changes, preparing work schedules, or resolving 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 enabling team collaboration and problem-solving in a complex systems environment.
• Ability to perform the full range of administrative and supervisory duties for at least one subordinate MSA supervisor or team leader, 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 in a patient support setting.
• Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
• Must pass a pre-employment physical evaluation.
• Must complete required application and onboarding processes and pass a background/security investigation.
• Must participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period, subject to written certification for continued employment.

Nice To Haves

• Experience leading staff, resolving operational issues, promoting teamwork, and supporting high-quality patient-centered care in a complex healthcare environment.
• Experience working in a team-based care model such as PACT.
• Experience working under pressure and courteously, tactfully, and professionally with people from varied socioeconomic backgrounds to assist Veteran patients and their families.

Responsibilities

• Plan and direct MSA activities and programs at the medical center and/or satellite outpatient clinic, with full supervisory responsibility for subordinate leads, supervisors, AMSAs, and MSAs.
• Extract, validate, and analyze data; prepare reports supporting performance measures, quality improvement initiatives, and senior management decisions.
• Oversee staff to ensure timely patient treatment and accurate maintenance of clinic appointment schedules.
• Assist with clinic access contingency plans by adjusting appointment times, locations, or dates and shifting patients to other providers when staffing or scheduling conflicts occur.
• Manage responsibilities independently, set priorities and deadlines, and adjust work flow and sequence to meet team and patient needs.
• Assign and evaluate subordinate staff work.
• Resolve complex operational issues and ensure patient services are delivered efficiently and effectively.
• Evaluate new products, equipment, and systems and recommend operational improvements.
• Identify staff education and training needs; participate in employee selection; conduct performance evaluations; and take or recommend disciplinary action when appropriate.
• Set a tone of quality healthcare service and demonstrate tact and diplomacy.
• Be flexible to work in any unit or ward as staffing levels and workspace needs require.
• Perform other related duties as assigned.

Benefits

• 37–50 days of annual paid time off per year, consisting of 13–26 days of annual leave, 13 days of sick leave, and 11 paid federal holidays.
• 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; subsidy may cover up to 25% of eligible childcare costs, up to $416.66 per month.
• 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 may be carried into retirement.
• Competitive salary and regular salary increases.

What This Job Offers

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