[Hiring] Supervisory Medical Support Assistant @VISN 5 VA Capitol Health Care Network

Role Description

The incumbent serves as Supervisory Medical Support Assistant (MSA) in a VISN Clinical Contact Center (CCC) as part of an interprofessional healthcare team. Supervisory MSA provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver. The MSA is responsible for routing clinical questions to appropriate clinical staff and plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care.

The Supervisory MSA has full responsibility for supervising at least one subordinate MSA team leader, supervisor or equivalent administrative patient support staff in the VISN CCC. 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 VISN 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.

Qualifications

• Citizenship: Citizen of the United States (Non-citizens may be appointed when it is not possible to recruit qualified citizens)
• Experience: No experience required
• Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education
• Certification: None required
• Grandfathering Provision: All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held
• Foreign Education: Must have been deemed equivalent to that gained in conventional U.S. programs
• Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements
• English Language Proficiency: MSAs must be proficient in spoken and written English

Requirements

• One year of experience equivalent to the GS-7 grade level leading or supervising MSAs or equivalent administrative patient support staff
• Demonstrated Knowledge, Skills, and Abilities:
  • Ability to provide the full range of administrative and supervisory duties to at least one subordinate MSA supervisor or team leader
  • Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills
  • Ability to provide briefings, orientations, staff development, and training
  • 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

Benefits

• Work Schedule: Monday - Friday 9 AM - 5:30 PM Eastern Standard Time
• Remote: Yes, this position is remote work eligible
• Permanent Change of Station (PCS): Not Authorized