Supervisory Medical Support Assistant

Veterans Health Administration • Los Angeles, CA

9d • Onsite

About The Position

The Greater Los Angeles Health Care System is hiring a Supervisory Medical Support Assistant for the Business Office at its West Los Angeles location. The position is within Health Administration and is responsible for planning and directing medical-center or outpatient-clinic programs, with full supervisory responsibility for at least one subordinate MSA team leader, supervisor, or equivalent administrative patient-support staff member. Higher-level duties must account for at least 25% of the incumbent’s work.

The employee plans and organizes work with general assistance from a supervisor, works independently under established guidelines and regulations, and refers non-routine or highly technical problems to the supervisor. Performance is evaluated based on operational effectiveness, accuracy, timeliness, and adherence to policies and procedures. The role requires maintaining confidential information and communicating with physicians, case managers, clinicians, and other health professionals.

The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m. Telework is not available, and the position is not virtual. The work is sedentary, with occasional walking, standing, bending, and carrying light items; no special physical demands are required. The position is at the GS-08 level and is in the federal Excepted Service.

Requirements

• U.S. citizenship, subject to the stated exception for appointments when qualified U.S. citizens cannot be recruited.
• Proficiency in spoken and written English.
• At least 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; alternatively, one year of education above high school or an equivalent combination of experience and education may meet the basic requirements.
• For GS-08 grade determination, one year of qualifying GS-7-equivalent experience and demonstrated ability to supervise patient-support staff, collaborate and communicate with customers, provide staff briefings and training, manage fiscal matters and resource needs, and lead patient-support staff in a clinic.
• At least one year of customer-service experience in a position requiring daily direct customer interactions.
• Ability to maintain confidentiality and communicate sensitively and respectfully with Veterans, representatives, visitors, VA staff, clinicians, and other customers.
• Must complete required application documents, onboarding, and background/security investigation requirements.
• Must participate in the seasonal influenza vaccination program.
• Must serve a one- or two-year trial period, subject to the stated performance and public-interest certification requirements.
• Education is generally not applicable as a substitute for the required experience; documentation of education is required when applicable to the stated qualification pathway.

Responsibilities

• Plan and direct programs at medical centers and/or satellite outpatient clinics.
• Supervise subordinate staff, including assigning and evaluating work, setting goals, planning assignments, and reviewing and accepting or rejecting completed work.
• Evaluate performance, complete performance appraisals, make hiring selections, and take disciplinary action when necessary.
• Evaluate new products, equipment, and systems and recommend improvements to operations.
• Attend staff and provider meetings and meet daily or weekly with the nurse team leader.
• Ensure staff complete annual training and required mandatory trainings and assessments.
• Ensure staff update patient demographics, collect insurance information at each appointment, and complete required means tests when needed.
• Collect and validate data, extract and analyze data, and provide reports to senior management for tracking measures.
• Ensure encounter and appointment-wait-time errors are corrected promptly and consults are addressed in a timely manner.
• Develop detailed procedures and guidelines that supplement administrative regulations or program guidance.
• Ensure the VistA Scheduling Package is used to schedule various clinics.
• Report backlogs, deadline difficulties, uncooperative physicians, and difficulties obtaining information from clinicians or records to the supervisor.
• Maintain confidentiality and communicate appropriately with physicians, case managers, clinicians, and other allied health professionals.
• Identify staff educational and training needs and provide briefings, orientations, staff development, and training.
• Manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
• Meet Veteran customers’ needs, provide consistent information under established policies, communicate courteously and respectfully, and resolve customer issues in a timely manner.

Benefits

• Federal employee benefits package for eligible employees and their families.
• Potential credit toward annual-leave accrual for prior federal or military service, subject to request and approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed