Supervisory Medical Support Assistant

2 weeks ago

Santa Rosa, United States US Veterans Health Administration Full time

**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 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
**Fi**nancial Disclosure Report**: Not required

**Requirements**:
**Conditions of Employment**:

- Selective Service Registration is required for males born after 12/31/1959.
- Must be proficient in written and spoken English.
- You may be required to serve a probationary period.
- Subject to background/security investigation.
- Selected applicants will be required to complete an online onboarding process.
- Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
- Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

**Qualifications**:
**Basic Requirements**:

- **United States Citizenship**: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
- **Experience** 1 year of experience at equivalent to the next lower level of GS-07.
- **English Language Proficiency**. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

**Grade Determinations**:GS-08**
- **Experience.** One year of experience equivalent to the GS-7 grade level leading or supervising MSAs or equivalent administrative patient

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