Supervisory Medical Support Assistant

Veterans Health Administration • Sumter, SC

4d • Onsite

About The Position

The goal of this position is to supervise a variety of administrative duties performed by the Lead Medical Support Assistants Advance Medical Support Assistants, and Medical Support Assistants that facilitate effective workflow for the clinical staff. The incumbent resolves minor complaints from employees; refers group grievances and more serious unresolved complaints to a higher-level supervisor; effects minor disciplinary measures such as counseling, admonishments and/or reprimands.

Requirements

• Must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Acceptable form(s) of identification will be required to complete pre-employment requirements ( https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents ).
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Must pass pre-employment physical evaluation.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.
• As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
• High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• One year of creditable experience equivalent to the next lower grade (GS-7).
• Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.
• 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 which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements.
• Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established 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.
• Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics. They have full responsibility for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a VA medical inpatient, outpatient, or interdisciplinary setting.
• Assignments at this level include but are not limited to evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance and taking disciplinary action when necessary.
• The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor, and MSA's activities.
• Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures.

Nice To Haves

• Candidates must possess 2 years of previous supervisory experience.

Responsibilities

• Scheduling appointments in accordance with VHA Directive 1230 and VHA Directive 1232 (2); including canceling, re-scheduling, and no showing patient appointments and/or consults.
• Ensure clinic assigned staff are taking appropriate patient actions within ISS (Integrated Scheduling Solutions) (scheduling, check-in, check-out, and no-shows) and in CPRS (clearing/reviewing alerts and signing off on notes entered) daily.
• Ensuring appropriate patient actions are taken within ISS (Integrated Scheduling Solutions) and/or EPS (External Provider Scheduling) (scheduling, check-in, check-out, and no-shows) and in CPRS (clearing/reviewing alerts and signing off on notes entered) daily.
• Ensuring that consults greater than 90 days have proper documentation for additional scheduling attempts or dispositioning directed by the provider.
• Responsible for tracking and management of Consults and Return to Clinic orders for clinics assigned.
• Responsible for providing feedback to providers when additional information for scheduling is required.
• Extracting medical information from electronic records only when requested by Providers, Social Workers, Nurses, and Supervisors for patient education purposes while maintaining HIPPA standards.
• Ensure clinic assigned staff is appropriately maintaining the delinquent recall list, verify and update patient demographics.
• Ensure clinic assigned staff utilize the insurance capture buffer and review the ICB exception list via ICB Web and appropriately utilize Vet Link for clinics assigned throughout the day.
• Receiving/directing both patients and visitors, in person and by telephone (ACD), answering routine inquiries, and making appropriate referral of questions concerning patients' care.
• Coordinate patient transportation and/or travel concerns with the Veterans Transportation Service and Bene-Travel staff.
• Complete daily rounds to ensure adequate administrative support coverage in all areas distributing and balancing workload in clinic areas assigned.
• Ensures accurate daily review of employee's time assigned to specific T&L unit and timecards certified by the required time for accurate processing.
• Collaborate, communicate, and demonstrate customer service and interpersonal skills with all professionals to ensure quality/continuity of care and ensure compliance with established policies and regulations.
• All other duties as assigned.

Benefits

• Competitive salary and regular salary increases
• 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)
• 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 .
• Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
• Federal health/vision/dental/term life/long-term care (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