Supervisory Medical Support Assistant

4 weeks ago

Manchester, New Hampshire, United States Veterans Health Administration Full time

Serves as a Supervisor for Medical Support Assistants at a medical center in VISN 1, VA New England Healthcare Network.

The position is responsible for planning, directing, and controlling work for the lower grade Medical Support Assistants. Work is performed collaboratively in an Interdisciplinary Coordinate Care delivery model (Patient Aligned Care Team, or Specialty Care Setting). Position must have medical terminology and broad knowledge of patient procedures and policies.

The employee maintains a close relationship with the Service Care Lines administrative offices to ensure clinics are operating in a timely and efficient manner.

The incumbent shall have extensive knowledge of various policies and procedures relating to the business rules regarding Pre-registration, Scheduling (Appointment Management and Recall), clinic profile management and utilization, scheduling/tracking consults, Advanced Clinic Access Procedures, Community Care referrals, Performance Measures, KIOSKs, Insurance Card Buffer (ICB) and the proper flow of work to and from the various teams, services and care lines and contributes significantly to the daily business activities.


Duties include but not limited to:

  • Responsible for planning, organizing, and directing the work of lower medical support assistants.
  • Assigns work based on requirements and resources available, to efficiently and economically accomplish the work to meet program goals and established objectives. Reviews work produced and analyzes weekly reports to evaluate production and takes appropriate action to resolve backlogs, scheduling errors, ICB Capture, BARR Review and Pre-Registration Data.
  • Conducts regular staff meetings with the medical support assistants to update them on policy changes and new procedures. S/he attends required Section meetings and other meetings throughout the facility as deemed appropriate. The employee may serve on workgroups and/or committees as deemed appropriate. Incumbent may be called to assist in audits or studies relating to the clinical setting.
  • Serves as point of contact for resolving patient issues especially regarding appointment and scheduling concerns. Incumbent researches the issue and attempts to resolve it before it escalates to the Patient Representative, Clinical Service Chief, Chief of Staff or Center Director's Office.
  • Maintains clerical guidelines and manuals as well as preparation of material to be used in training new employees. Training materials used shall be developed by their Supervisor and conform to the most up-to-date procedures. Incumbent will also be responsible for training auxiliary personnel such as temporary, work study, and volunteers used for intermittent heavy workload areas.
  • The employee acts as liaison with the Medical Support Assistants, Medical staff, Nursing staff and other services offering expert advice on

administrative details and procedures relative to areas and will evaluate problematic areas and present findings to their Supervisor and respective Service Line designees for corrective action.


  • Performs work involving collection, compilation, and/or tracking of data and statistical information in support of several VA, VISN, and local programs (i.e. Advanced Clinic Access Procedures, Electronic Waiting List, KIOSKs, Missed Opportunities, Consultation Management, Encounter Actions, Clinic Profile management and utilization and Patient Reminder Phone calls). The employee assists in the planning, review, and reporting the data. S/he establishes protocols and coordinates incoming data from a variety of sources. The incumbent performs a basic analysis of the data and generates
a variety or reports.

  • Ensures subordinates serve as the initial point of contact for the units, clinics, patient, call centers, Care in the Community (CITC), to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders and consults.

Work Schedule:
Monday-Friday 8:00 a.m. - 4:30 p.m.

Compressed/Flexible Work Schedule:
Not Authorized

Telework/Virtual/Remote Work:
Not Authorized.

Functional statement # F01629

Retention Incentives:
Not authorized

Relocation Incentive:
Not Authorized

Recruitment Incentives:
Not Authorized.

Financial Disclosure Report:
Not required

Notifications:
This position is a NAGE Bargaining Unit position.
Travel and relocation expenses are not authorized.

Candidates who meet the qualification requirements within 15 calendar days following the closing date of the announcement will be considered.

Incomplete applications will not be considered.
Current employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held. Do not submit an award SF-50.

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