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Supervisory Medical Support Assistant Position
4 weeks ago
The Supervisory Medical Support Assistant position is a critical role within the VETERANS HEALTH ADMINISTRATION, serving as the direct line supervisor for the Lead Medical Support Assistant(s) and all Medical Support Assistant (MSA) staff. This position is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative and all interdisciplinary clinics (Outpatient and Inpatient) that support the initiative.
Key Responsibilities- Plans and directs programs at medical centers and/or satellite outpatient clinics and has full supervisory responsibility for supervising at least one subordinate team leader.
- Assign and evaluate the work of subordinate staff.
- Resolve complex problems to ensure patient services are met.
- Evaluate new products, equipment, and systems in order to make recommendations for improved operations.
- Identify educational or training needs.
- Make final decisions on selections for recruitment purposes.
- Evaluate performance, and taking disciplinary action when necessary.
- Full administrative and professional responsibility for planning and directing the MSAs' activities.
- Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management.
- Works collaboratively in an interdisciplinary coordinated care delivery model and performs all related duties associated with customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics.
- Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage needs occurs.
- Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification (i.e. name and full Social Security Number).
- Use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.
- Assures MSA staff explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients.
- Assures staff collects, scans, and updates health insurance information serving a major role in the revenue process.
- Contributes to the revenue collection process by identifying patients with third party insurance.
- Promotes veteran registration for and utilization of MyHealtheVet (MHV).
- Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA.
- Ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to the appropriate department for scanning.
- Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
- Participate in the daily teamlet huddles and weekly team meetings where patient care planning and management occur.
- Independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.
- Assist in the Beneficiary Travel Program and Health Benefits Advisor Office/Member Services, Admissions, and other duties within the clinic.
- You must be a U.S. Citizen to apply for this job.
- 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).
- Basic Requirements:
- United States Citizenship:
- Experience 1 year of experience at equivalent to the next lower level of GS-07.
- English Language Proficiency.
- Physical Requirements.
- English Language Proficiency.
- Grade Determinations:
- GS-08 Experience. One year of experience equivalent to the GS-7 grade level [leading or supervising MSAs or equivalent administrative patient support staff in a non VA medical inpatient, outpatient, or interdisciplinary setting.
- Demonstrated Knowledge, Skills, and Abilities.
