Supervisory Medical Support Assistant

Supervisory Medical Support Assistant

The Supervisory Medical Support Assistant works collaboratively in an interdisciplinary coordinated care delivery model for Primary Care Clinics and Specialty Clinics at the Southeast Louisiana Veterans Health Care System and performs all related duties, 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.

Responsibilities include:

• Planning and directing programs at medical centers
• Supervising at least one subordinate team leader or supervisor
• Assigning and 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
• Evaluating performance, and taking disciplinary action when necessary
• Extracting and analyzing data to provide reports in support of performance measures to senior management
• Assisting with clinic access contingency plans by adjusting appointment times, location, or dates as well as shifting patients to other healthcare providers as conflict with staffing and/or coverage occurs
• Supporting patient safety standards using the correct Veterans Affairs identification of all patients using two forms of identification, name and full Social Security Number
• Validating and updating patient demographic information during check-in or over the phone
• Collecting, scanning, and updating health insurance information
• Promoting veteran registration for and utilization of MyHealtheVet (MHV)
• Screening and receiving phone calls in a courteous and timely manner
• Training staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities

Work Schedule: 7:30am-4pm Monday-Friday - Subject to change based on facility needs

Telework: Available-As determined by agency policy

Functional Statement #: 629-00524-F

Virtual: This is not a virtual position.

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized

Requirements:

• You must be a U.S. Citizen
• Selective Service Registration is required for males born after 12/31/1959
• Must be proficient in written and spoken English
• Subject to background/security investigation
• Must pass pre-employment physical evaluation
• Acceptable form(s) of identification will be required to complete pre-employment requirements
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)

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 and Education. (1) Experience. Six months experience of clerical, office, [customer service], or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR, (2) Education. One year above high school; OR, (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

Preferred Experience:

• Experience scheduling appointments
• Excellent customer service skills
• Operational knowledge of CPRS, VISTA GUI, VISTA, and CRM
• Ability to pull Consult Reports for pending, active, and scheduled
• Experience on the ACD line and Cisco Unified Intelligence Center
• Ability to multitask
• Knowledge of clinic management
• Ability to confidently and competently train scheduling staff
• Vast knowledge of national and local scheduling policies

Supervisory Medical Support Assistant, GS-8:

• 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.
• Full responsibility for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
• Ability to provide the full range of administrative and supervisory duties to at least one subordinate MSA supervisor or team leader in a patient support setting which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements.
• Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations.
• Ability to provide briefings, orientations, staff development, and training in a patient support setting.
• Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
• Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.

Physical Requirements:

Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment.

Work Environment:

Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated, and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.

Education Note:

Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here.