Supervisory Medical Support Assistant

Veterans Health Administration • Salt Lake City, UT

7d • Onsite

About The Position

The Supervisory Medical Support Assistant (MSA) works in Health Administration Service at the VA Salt Lake City Health Care System. The position directly supervises Lead MSA, Advanced MSA, and MSA staff supporting Primary Care Patient Aligned Care Teams (PACT), Specialty Care, call center, and/or remote teams. The incumbent plans, directs, and oversees administrative and clerical support functions related to scheduling, customer service, and patient care at medical centers, community-based outpatient clinics (CBOCs), and/or remotely. The supervisor has full supervisory responsibility for at least one subordinate Lead MSA and multiple AMSA/MSA staff, and may serve as an alternate MSA Supervisor for medical center, CBOC, and/or remote staff as needed.

The position reports directly to the Supervisory Medical Administration Specialist (Scheduling Manager) and works with other MSA supervisors, clinical staff, and administrative staff across the health care system. The work supports coordinated care delivery in primary and specialty clinics and requires independent prioritization and adjustment of work to meet team and patient needs. The incumbent may also assist with Beneficiary Travel, Enrollment and Eligibility, and/or Health Information Management functions.

The role requires courteous, compassionate, and sensitive interactions with Veterans and their families, including when they are dealing with multiple health problems or frustrations with administrative processes. The incumbent oversees accurate scheduling, patient check-in and identity verification, demographic and insurance information updates, and appropriate handling of health and administrative records. The position also supports patient safety, revenue collection, MyHealtheVet use, and compliance with VA scheduling requirements and privacy rules. The work schedule is Monday through Friday, 0800–1630. The position is not virtual; telework is ad hoc.

Requirements

• U.S. citizenship, subject to the stated VA policy exception for non-citizens when qualified citizens cannot be recruited.
• High school diploma, GED equivalency certificate, or qualifying state or territorial proficiency certificate.
• Proficiency in spoken and written English.
• One year of creditable experience equivalent to the next lower grade for GS-08 placement.
• Advanced knowledge of managing or leading patient support staff in a clinic, including independent use of reference sources, decision-making, and empowering teams to collaborate and resolve problems in a complex systems environment.
• Ability to provide administrative and supervisory duties to at least one subordinate MSA supervisor or team leader, including work assignment, performance evaluation, staff selection, and recommendations for awards and/or advancement.
• Ability to collaborate and communicate and demonstrate customer service and interpersonal skills with internal and external customers to support quality and continuity of care and comply 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 meet background/security investigation requirements and complete the online onboarding process.
• Must participate in the seasonal influenza vaccination program as a VA health care personnel requirement.
• Must serve a 1- or 2-year trial period, subject to the conditions described in the announcement.
• Must be able to perform all position activities without restriction; work is primarily sedentary, with possible walking, standing, bending, carrying light items, and eyestrain from extended computer work.

Responsibilities

• Directly supervise assigned Lead MSA, Advanced MSA, and MSA staff supporting PACT, Specialty Care, call center, and/or remote teams.
• Plan, direct, and oversee administrative and clerical support functions related to scheduling, customer service, and patient care.
• Assign and evaluate subordinate staff work; resolve complex problems; identify training needs; support prospective employee interviews; evaluate performance; and complete personnel investigations or actions.
• Extract and analyze data and prepare reports supporting performance measures for senior management.
• Collaborate with interdisciplinary clinical and administrative teams to support timely patient treatment and care delivery.
• Ensure MSA staff maintain appointment schedules for assigned clinics and adjust appointment times, locations, or dates or shift patients to other providers when staffing or coverage conflicts arise.
• Oversee patient check-in and ensure staff use correct patient identification verification and follow VA ICARE values.
• Ensure staff validate and update patient demographic information and collect patient insurance information through the Insurance Capture Buffer (ICB) web platform.
• Validate outstanding ICB opportunities for assigned clinics at the end of each business day to support revenue collection.
• Promote Veteran registration for and use of MyHealtheVet (MHV).
• Ensure received health and administrative records are directed to the appropriate department for scanning and indexing into the electronic medical record.
• Ensure staff screen and receive phone calls courteously and promptly, identify the nature of requests, and provide information consistent with privacy rules and clinic processes.
• Train staff on VHA Scheduling Directives and accurate scheduling responsibilities.
• Participate in daily team huddles and weekly team meetings concerning patient care planning and management.
• Independently manage responsibilities, set priorities and deadlines, and adjust work flow and sequencing to meet team and patient needs.
• Serve as an alternate MSA Supervisor when needed and assist with Beneficiary Travel, Enrollment and Eligibility, and/or Health Information Management functions as requested.
• Provide briefings, orientations, staff development, and training; collaborate with customers to support quality and continuity of care and compliance with policies and regulations.
• Manage fiscal matters, forecast resource and equipment needs, and identify budget needs.

Benefits

• Federal employee benefits package for employees and their families.
• Potential credit toward annual leave accrual based on prior work or military service, subject to request and approval before appointment.

What This Job Offers

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