[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.

• Supervises at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in the VISN CCC.
• Evaluates the work of subordinate staff.
• Resolves complex problems to ensure patient services are met.
• Evaluates new products, equipment, and systems to make recommendations for improved operations.
• Identifies educational or training needs.
• Makes final decisions on hiring selections, evaluates performance, and takes disciplinary action when necessary.
• Works collaboratively with VISN programs, services, and interprofessional coordinated care team members to provide access to care.
• Has administrative and professional responsibility for planning and directing the subordinate lead, supervisor, and MSA's activities.
• Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures.
• Provides information and resolution to Veterans' requests within scope, using administrative judgement to escalate concerns to clinicians.
• Screens incoming contacts and independently routes them to the appropriate area for resolution.
• Uses advanced knowledge of health care processes to ensure efficient appointment scheduling.
• Utilizes various software, hardware system products, and data portals for daily operations.
• Operates within various contact modalities to receive and respond to incoming and outgoing contacts.

Qualifications

• Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.
• Basic Requirements:
  • Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens.
  • Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
  • Licensure/Certification/Registration: None.
  • English Language Proficiency: Must be proficient in spoken and written English.
• Grade Determinations:
  • Supervisory Medical Support Assistant, GS-08:
    • Experience: One year of creditable experience equivalent to the next lower grade.
    • Knowledge, Skills, and Abilities (KSAs):
      • Advanced knowledge of managing or leading patient support staff in a clinic.
      • Ability to provide the full range of administrative and supervisory duties.
      • Ability to collaborate, communicate, and demonstrate customer service skills.
      • Ability to provide briefings, orientations, staff development, and training.
      • Ability to manage fiscal matters and identify budget needs.
    • Assignment: Must spend 25% or more of their time providing administrative and technical supervision.

Requirements

• Position requires visual acuity, adequate auditory perception, clear distinctive speech, and manual dexterity.
• Position requires extended periods of sitting.
• May require some bending and carrying of items.
• Must be a mature, flexible, sensible individual capable of working effectively in stressful situations.
• Must meet Employee Health mandates as a condition of employment.

Benefits

• Competitive salary and regular salary increases.
• 37-50 days of annual paid time off per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays).
• After 12 months of employment, up to 12 weeks of paid parental leave.
• After 60 days of employment, eligible for a childcare subsidy up to 25% of total eligible childcare costs.
• Traditional federal pension (5 years vesting) and federal 401K with up to 5% contributions by VA.
• Federal health/vision/dental/term life/long-term care insurance options.
• This is a virtual position.