Supervisory Medical Support Assistant

Veterans Health Administration • Indianapolis, IN

14h • Onsite

About The Position

This position is in Health Administration Service (HAS) Primary Care at the Richard L. Roudebush VA Medical Center. The Supervisory Medical Support Assistant has responsibility for supervising subordinate Advanced Medical Support Assistants and ensuring administrative patient-support services are delivered effectively and in accordance with VA policies and procedures.

The role oversees appointment management and coordination of administrative information between professional staff and patients. Duties include verifying and updating demographic information, scheduling appointments, collecting insurance information, entering data, managing consultation requests and electronic waiting lists, and notifying patients of appointments. The incumbent works with facility programs, services, and interprofessional care teams to facilitate Veterans’ access to care through channels such as telephone, secure messaging, chat, text messaging, and videoconferencing. The position also provides administrative support to physicians, physician assistants, nurses, advanced registered nurse practitioners, and other staff, and orients medical staff to administrative policies and procedures.

The incumbent provides customer service to Veterans and staff, including communicating with tact, diplomacy, compassion, and sensitivity. The position requires maintaining patient confidentiality, using office automation equipment and software, and completing required annual employee education. It includes quality assurance and process-improvement activities and familiarity with Joint Commission-related matters such as patients’ rights, emergency preparedness, information security, ethical conduct, and environment of care.

The work schedule is 8:00 a.m. to 4:30 p.m., Monday through Friday. Compressed or flexible scheduling is not available. This is not a telework or virtual position. The work is mostly sedentary, with periods of sitting and concentration and occasional walking, standing, bending, and carrying light objects; some tasks may involve stooping, reaching, lifting, pulling, or other moderate exertion.

Requirements

• U.S. citizenship, subject to the stated exception for non-citizens when qualified citizens cannot be recruited in accordance with VA policy.
• High school diploma or transcript, GED certificate, state or territorial proficiency certificate, or post-high-school education; there is no educational substitute for the grade-level experience requirement.
• One year of experience equivalent to GS-7 leading or supervising MSAs or equivalent administrative patient support in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
• Demonstrated advanced knowledge of managing or leading patient-support staff in a clinic, including independent use of reference sources, decision-making, and empowering a team to 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 evaluations, staff selection, and recommendations for awards or advancements.
• Ability to collaborate and communicate, demonstrate customer service and interpersonal skills, and ensure 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.
• Proficiency in written and spoken English.
• Must meet applicable background and security investigation requirements and complete online onboarding and pre-employment identification requirements.
• Participation in the seasonal influenza vaccination program is required for VA Health Care Personnel.
• Must serve a one- or two-year trial period, subject to evaluation and written certification for continued employment.
• Resume must document qualifying specialized experience in mm/yyyy-to-mm/yyyy format and indicate full-time or part-time status and, if part-time, weekly hours; any government position held must include its grade level.
• Must complete application requirements detailed in the announcement’s Required Documents section.

Nice To Haves

• Current VHA employees in this occupation who meet the criteria may qualify under the Grandfathering Provision.
• Prior work or military service may be considered for annual-leave service credit if requested and approved before appointment.

Responsibilities

• Evaluate the work of subordinate staff and resolve complex problems to ensure patient services are met.
• Evaluate new products, equipment, and systems and recommend operational improvements.
• Identify staff education and training needs.
• Make final hiring selections and manage time and leave.
• Manage clinic closures, including blocking and cancellations.
• Evaluate employee performance and take disciplinary action when necessary.
• Collaborate with facility programs, services, and interprofessional care teams to facilitate Veterans’ access to care through available contact modalities.
• Ensure accurate appointment management and coordination of administrative information between professional staff and patients.
• Update and verify demographic information; schedule appointments; collect insurance information; enter data; manage consultation requests and electronic waiting lists; and notify patients of scheduled appointments.
• Orient medical staff to basic administrative policies and procedures relating to outpatient scheduling and other administrative topics.
• Provide administrative support to physicians, physician assistants, nurses, advanced registered nurse practitioners, and other administrative and professional staff.
• Provide courteous, professional, tactful, and compassionate service to Veterans, family members, and staff.
• Conduct individual quality-assurance and process-improvement checks or studies.
• Use office automation equipment, software, and databases to maintain records and schedule clinical appointments.
• Maintain patient confidentiality in accordance with HIPAA requirements.
• Complete mandatory annual employee education assignments.
• Provide briefings, orientations, staff development, and training in a patient-support setting.
• Manage fiscal matters, forecast resource and equipment needs, and identify budget needs.

Benefits

• Federal employees and their families have access to a comprehensive federal benefits package; specific eligibility depends on position type and other factors.
• Selected applicants may qualify for credit toward annual leave accrual based on prior work or military service, subject to prior request and approval.

What This Job Offers

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