Supervisory Medical Support Assistant

Department of Veterans Affairs

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.

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional 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: Evaluates 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. 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, uses administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution. Screens incoming contacts and independently routes the contacts to the appropriate area for resolution. Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness. Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit. Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software. s as assigned to ensure efficient and effective operations. Work Schedule: Monday to Friday 9:00am - 5:30pm Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is a virtual position. Functional Statement #: 260013-F Permanent Change of Station (PCS): Not Authorized

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