Supervisory Medical Support Assistant

3 weeks ago

Decatur, Illinois, United States Department Of Veterans Affairs Full time
Summary

THIS OPEN & CONTINUOUS ANNOUNCEMENT (OCA), which closes on 1/3/24. The initial cut-off date for referral of eligible applications will be on or about 11/10/23 with subsequent reviews every two weeks as additional vacancies occur or on an as-needed basis, until positions are filled. Please see the "What To Expect Next" area of the announcement which provides additional information

Duties

The SMSA has full responsibility for supervising at least one subordinate MSA team leader, supervisor or equivalent administrative patient support staff in the CCC in Health Administration Service (HAS).

Assignments at this level include, but are not limited to:

evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment and systems to make recommendations for improved operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary.

Works collaboratively with facility programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.

The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor and MSA's activities. Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures.


Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within the HAS CCC or directs the contact to the appropriate discipline within the CCC or department for resolution.

Screens incoming contacts and independently routes the contacts to the appropriate area for resolution.


Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness.

Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.

Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.

Provides accurate details of organizational information to Veterans regarding the different services the VA offers. Provides high-quality customer service to Veterans and their families/caregivers. Communicates tactfully and effectively to customers. Resolves Veteran complaints as appropriate. Performs duties as assigned to ensure efficient and effective operations.

Other related duties may be assigned.

Work Schedule:
M-F, 7:30am-4:00pm or 8:00am-4:30pm

Telework:
Telework may be available, at the discretion of Management, after completion of in person training and 90 days of demonstrated competence

Virtual: This is not a virtual position.

Functional Statement #: 000000

Relocation/Recruitment Incentives:
Not authorized

Permanent Change of Station (PCS): Not authorized

Financial Disclosure Report: Not required

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