Supervisory Medical Support Asssistant

Department of Veterans Affairs

The incumbent serves as a Supervisory Medical Support Assistant (MSA) to the Community Care department within Health Administration Services in the Associate Director Service Line. S/he works at the Erie VA Medical Center in Erie, PA. The MSA supports a program area critical to management and as such must demonstrate a high level of leadership and organizational ability. S/he must use sound, independent judgment and have excellent decision-making and possess strong communication skills.

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Supervises and evaluates MSA staff, overseeing daily operations, resolving complex issues, identifying training needs, and handling recruitment, performance evaluation, and disciplinary actions. Plans and directs MSA activities, recommends operational improvements, and analyzes data for performance reports. Duties require administrative independence and significant complexity, performed at least 25% of the time above the full performance level. Oversees overall clerical operations of MSA staff in Community Care clinics, serving as the first point of contact for both internal and external customers at the Erie VA Medical Center. Directly responsible for community care scheduling, care coordination, and consult management programs. Works with the Program Specialist and Nurse Manager to validate scheduling grids and labor mapping, ensuring effective use of budget and manpower. Supervises and evaluates subordinate staff, resolves complex issues to ensure patient services, reviews and recommends system/program improvements, identifies training needs, makes hiring decisions, evaluates performance, and takes disciplinary action as needed. Holds full responsibility for planning and directing MSA activities and provides data analysis and reporting to support performance measures for senior management. Performs clerical and MSA duties to support behavioral health clinics as needed, monitors and corrects scheduling errors, and ensures protection of sensitive information in compliance with HIPAA, ADP Security, and related regulations. Ensures protection of sensitive information from unauthorized release, loss, alteration, or deletion; follows all regulations regarding patient information access; and reports any unauthorized use to higher-level supervisory staff. Ensures voice mail and incoming fax folder are cleared by the end of the day. Attends required training on geriatric patient care and demonstrates competency by applying this knowledge in all aspects of service, in accordance with age-based competency standards. Complies with all safety and fire prevention regulations, uses protective equipment as required, is familiar with fire drill and emergency procedures, promptly reports accidents, and notifies the Nurse Manager of any unsafe or unhealthy workplace conditions. Identifies learning needs of staff and plans training. Ensures that staff completes required training in accordance with the time frame established by Chief of Staff Service Line. Provides briefings, orientations, staff development and training. Delegates authority and oversees staff and programs to accomplish goals and adapt to changing priorities. Motivates, develops, and directs subordinates, and monitors clinic utilization data such as wait times, missed opportunities, slot utilization, and use of electronic waitlists. Acts as a facility and patient educator and advocate for Veterans regarding coordination of approved community and inter/intra-facility medical care. Delegates authority and oversees staff and programs to accomplish goals and adapt to changing priorities. Motivates, develops, and directs subordinates. Collects and analyzes clinic utilization data, including wait times, missed opportunities, slot utilization, electronic waitlist use, and supply and demand. Serves as a facility and patient educator and advocate for Veterans regarding coordination of approved community and intra/inter-facility medical care. Serves as a resource for MSA's for customer service assistance and problem resolution. Works closely with the hospital Group Practice Manager (GPM) to ensure VA Access goals are met and maintained. Assists with planning, developing, implementing, and evaluating clerical policies and procedures in community care clinics. Builds positive relationships with colleagues in other Service Lines to meet internal customer needs and with community partners to support external customers. Assists in policy development and standard operating procedures for employees in the community care clinics. Assists in program development and strives to incorporate advances in technology into the operation of the area. Plans and organizes work to meet local and VA-wide deadlines for analyses, reports, and special assignments. Reports backlogs, deadline challenges, and issues obtaining information from clinicians. Maintains confidentiality of all information handled. Resolves informal and formal complaints and grievances from both internal and external customers. Evaluates performance based on the overall effectiveness of operations, including accuracy, timeliness, and adherence to established procedures, policies, and objectives. Work Schedule: Monday - Friday; 8:00am - 4:30pm Telework: Ad hoc Virtual: This is not a virtual position. Permanent Change of Station (PCS): Not Authorized.

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