Supervisory Medical Support Assistant

Veterans Health Administration • Boston, MA

10d • Onsite

About The Position

The Supervisory Medical Support Assistant serves in Specialty Care within the VA Boston Healthcare System at the Jamaica Plain, Massachusetts location. This full-time position is responsible for planning, directing, and controlling the work of Medical Support Assistants in a medical center within VISN 1. Work is performed collaboratively in an interdisciplinary coordinated-care model, such as a Patient Aligned Care Team or Specialty Care setting. The role requires medical terminology knowledge and broad familiarity with patient procedures and policies, and maintains close coordination with Service Care Lines administrative offices to support timely, efficient clinic operations.

The incumbent applies extensive knowledge of business rules and procedures covering pre-registration, appointment management and recall, clinic profile management and utilization, consult scheduling and tracking, Advanced Clinic Access Procedures, Community Care referrals, performance measures, KIOSKs, Insurance Card Buffer capture, and workflow across teams, services, and care lines. The position also supports data collection, analysis, reporting, and tracking measures for programs and senior management.

The position is scheduled Monday through Friday, 7:30 a.m. to 4:00 p.m. It is an office/clinic-based role with minimal risks and normal safety precautions, but may involve managing multiple tasks in stressful situations. Telework is not available, and this is not a virtual position.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited under VA policy.
• Proficiency in spoken and written English.
• High school diploma, GED, or state/territorial proficiency certificate.
• One year of creditable experience equivalent to GS-07.
• Advanced knowledge of managing or leading patient support staff in a clinic, including independently using reference sources, making decisions, and empowering teams to collaborate and resolve problems in complex systems.
• Ability to provide administrative and supervisory duties to at least one subordinate MSA supervisor or team leader, including work assignments, performance evaluations, staff selection, and recommendations for awards or advancement.
• Ability to collaborate and communicate effectively 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.
• For supervisory assignments, spend at least 25% of work time providing administrative and technical supervision; supervise at least one subordinate MSA team leader, supervisor, or equivalent administrative patient-support staff member.
• Meet applicable pre-employment requirements, including a background/security investigation and physical evaluation; complete required application, assessment, and onboarding steps; and participate in seasonal influenza vaccination.
• Serve a one- or two-year trial period as a condition of employment.

Responsibilities

• Plan, organize, direct, and control the work of lower-grade Medical Support Assistants.
• Establish work priorities, identify employee development and training needs, and provide or arrange training.
• Coordinate with the supervisor to develop training that meets MSA and administrative/clinical data-capture needs.
• Provide in-service and on-the-job education, classroom instruction related to hospital clinical practices, and training on professional relationships and role expectations.
• Conduct new-employee orientation and provide close support during the first 90 days of employment.
• Review work and weekly reports, evaluate production, and take appropriate action to address backlogs, scheduling errors, Insurance Card Buffer capture, BARR review, and pre-registration data issues.
• Conduct staff meetings to communicate policy changes and new procedures, and attend facility meetings as appropriate.
• Assist with audits and studies related to the clinical setting.
• Serve as a point of contact for patient issues, particularly appointment and scheduling concerns; research and attempt to resolve issues before escalation.
• Maintain clerical guidelines and manuals and prepare training materials for new employees.
• Train temporary, work-study, and volunteer personnel used during intermittent heavy workloads.
• Liaise with Medical Support Assistants, medical staff, nursing staff, and other services; provide expert advice on administrative procedures, evaluate problem areas, and present findings for corrective action.
• Collect, compile, and track program data and statistical information; assist with planning, reviewing, and reporting data.
• Perform additional duties as assigned.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off per year, including annual leave, sick leave, and 11 paid federal holidays.
• Potential credit toward annual-leave accrual based on prior work or military service experience.
• Up to 12 weeks of paid parental leave after 12 months of employment.
• Eligible full-time employees may qualify for a childcare subsidy after 60 days of employment, subject to income and eligibility limits.
• 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 can be carried into retirement.

What This Job Offers

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