Supervisory Medical Support Assistant

Veterans Health Administration • Temple, TX

5h • Onsite

About The Position

This position is in the Care in the Community Service at the VA Central Texas Health Care System in Temple, Texas. The Supervisory Medical Support Assistant (MSA) collaborates with service chiefs, administrative officers, and supervisors across the health care system and works with VA and community providers, hospitals, diagnostic and treating facilities, and community-based programs. The role plans and directs Community Care administrative operations and supervises subordinate staff. The full performance level is GS-08.

The position is full-time, Monday through Friday, with a schedule of either 7:30 a.m.–4:00 p.m. or 8:00 a.m.–4:30 p.m. Ad hoc telework may be authorized and will be discussed during the interview. This is not a virtual position. The work is primarily sedentary, with some movement between offices and other facilities, walking and standing for meetings, and occasional lifting or carrying of items weighing less than 15 pounds.

Requirements

• U.S. citizenship; non-citizens may be appointed only when qualified citizens cannot be recruited in accordance with VA policy.
• High school diploma, GED equivalency certificate, or state/territorial proficiency certificate.
• One year of creditable experience equivalent to the next lower grade.
• 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 complex systems.
• Ability to perform the full range of administrative and supervisory duties for at least one subordinate MSA supervisor or team leader, including work assignment, performance evaluations, staff selection, and recommendations for awards or advancement.
• Ability to collaborate and communicate effectively, demonstrate customer service and interpersonal skills, and 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.
• At least 25% of time in a supervisory assignment must be spent providing administrative and technical supervision; the role must supervise at least one subordinate MSA team leader, supervisor, or equivalent administrative patient-support staff.
• Must be proficient in written and spoken English.
• Must pass a pre-employment physical evaluation and background/security investigation; seasonal influenza vaccination is required for VA Health Care Personnel.
• Must complete applicable application and online onboarding requirements and serve a one- or two-year trial period.
• The work is sedentary but may involve walking, standing, travel to meetings or conferences, and carrying or lifting items weighing less than 15 pounds.

Nice To Haves

• Experience with full administrative and professional responsibility for planning and directing MSA activities and evaluating subordinate staff work.
• Experience managing day-to-day operations, evaluating performance, and taking disciplinary action when necessary.
• Experience resolving complex problems to ensure patient services are met and evaluating products, equipment, and systems to recommend operational improvements.
• Subject-matter expertise in call center or team operations, including developing standard work, updating standard operating procedures, and ensuring compliance with directives.
• Experience providing current information on regulations and software for call center operations and recommending changes to improve efficiency and customer service.
• Experience training new employees on computer systems and resolving day-to-day team conflicts, problems, or requests.
• Experience extracting and analyzing data and reporting performance measures to management.

Responsibilities

• Plan, assign, prioritize, direct, and evaluate subordinate staff work to support efficient daily operations and timely completion of Community Care administrative functions.
• Perform supervisory personnel duties, including interviewing and recommending candidates, establishing performance standards, conducting evaluations, initiating personnel actions, and addressing performance and conduct issues.
• Develop and adjust staff schedules and tours of duty; manage overtime; approve and certify timecards; and ensure appropriate staffing and workload distribution.
• Oversee Community Care administrative processes, including consults, referrals, notifications, authorizations, and documentation, to coordinate Veterans’ healthcare services accurately and promptly.
• Monitor workload, referral and initial appointment timeliness, and other performance measures; analyze operational data and prepare reports identifying trends and improvement needs.
• Identify training needs, coordinate employee orientation, provide technical guidance, and ensure staff competency in Community Care processes, administrative procedures, and customer service.
• Develop and update standard operating procedures, identify workflow deficiencies, implement improvements, and ensure compliance with VA policies, procedures, and regulatory requirements.
• Resolve complex administrative and customer-service concerns and workplace conflicts; promote effective communication and positive experiences for Veterans, employees, and community healthcare partners.
• Collaborate with clinical and administrative leadership, conduct staff meetings and huddles, establish operational priorities, and coordinate with internal and external stakeholders.
• Manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
• Evaluate new products, equipment, and systems and make recommendations to improve operations.
• Provide briefings, orientations, staff development, and training; provide current information about regulations and software and recommend changes to improve call center operations and customer service.

Benefits

• Competitive salary and regular salary increases.
• 37–50 days of annual paid time off per year, including 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 for qualifying birth, adoption, or foster-care placement.
• Eligible full-time employees may qualify for a child care subsidy after 60 days of employment, subject to income and other eligibility limits.
• Traditional federal pension with five-year vesting and federal 401(k) contributions of up to 5% by VA.
• Federal health, vision, dental, term life, and long-term care insurance; many federal insurance programs may be carried into retirement.
• Selected applicants may qualify for credit toward annual leave accrual based on prior federal or military service, subject to approval.

What This Job Offers

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