Supervisory Medical Support Assistant

3 weeks ago

Santa Rosa, United States Department Of Veterans Affairs Full time
Summary

The Supervisory Medical Support Assistant (Supervisory MSA) works for the San Francisco VA Health Care System (SFVAHCS), under Mental Health Service in Santa Rosa. The Supervisory MSA is responsible for managing and supervising all the appointment management services of the clinics and supervises all Lead MSA's, Advanced MSA's and MSA's under them.



Duties

The Supervisory MSA collaborates with and has an extensive knowledge of all clinical services and programs. The Supervisory MSA is flexible, multi-skilled and creative in solving everyday challenges unique to a remote site. The Supervisory MSA assigns work and daily priorities to all Lead and Advanced MSAs and ensures the goals and mission of the Clinic and Health Care System are being met. S/he is responsible for all performance management functions related to Lead and Advanced MSAs, as well as work study students and volunteers providing support within his/her program.

The Supervisory MSA applies principles, methods and guidelines to evaluate administrative operations in order to determine best practices for organizing administrative work and flow of patients throughout the clinic. S/he must take into consideration the staff ratios and skill mixes needed to accomplish the work. Analysis results in recommendations for improvement and implementation of new systems and processes that are discussed with the rest of the management team for decisions regarding the efficiency of clinic operations. The Supervisory MSA performs duties related to the receipt, intake and indexing of health and administrative information. The Supervisory MSA will interface with personal computer (PC) applications as well as numerous VISTA applications.

The Supervisory MSA plans and directs programs in the clinic, supporting primary care, and/or specialty care. The Supervisory MSA is responsible for implementing and enforcing clinic changes. Advises supervisor strategies to manage clinic access and ensure compliant appointment management practices per VA scheduling directive guidelines. Manages CPRS view alerts from providers for action involving patient care follow-up. Ensures subordinate Lead and Advanced MSAs appropriately manage new consults for specialty and/or primary care clinics in CPRS to ensure consults are scheduled timely and within VA guidelines. Ensures patient aligned care teams (PACTs) have the appropriate equipment, supplies and space to safely accomplish work.

Monitors and analyzes Automated Call Distribution (ACD) data to ensure timely phone access for patients and provides feedback and training to staff; identifies developmental and training needs for all staff operating on the ACD system.
Disseminates new VA Directives and procedures that impact/relate to front desk and clinic operations and provides training to staff. Anticipates problems and develops systems and processes to ensure the goals and mission of the VA are able to be met.

Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decision on selections; evaluating performance, and taking disciplinary action when necessary. Analyzing staffing and workload patterns to ensure appropriate coverage of workload needs. Planning work to be accomplished by subordinates, setting and adjusting priorities. Determining appropriate tours of duty. Supervisory MSA has full administrative and professional responsibility for planning and directing the Lead and Advanced MSAs activities.

The Supervisory MSA works under the supervision of the Business Manager but will handle all but the most difficult and sensitive areas independently. Supervisory MSA plans and organizes work with general input from the supervisor regarding deadlines for completion of analysis, reports or special assignments; only referring highly technical problems to his/her supervisor. The Supervisory MSA is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative providers, or difficulty in securing information from clinicians or the record.

Other duties as assigned.

Work Schedule: Monday - Friday 8:00am-4:30pm or as determined by supervisor.
Compressed/Flexible: At discretion of supervisor.
Telework: Telework may be available some days but the majority of work is performed at the assigned duty location.
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not approved
Permanent Change of Station (PCS): Not approved
Financial Disclosure Report: Not required

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