Supervisory Medical Support Assistant

Department of Veterans Affairs

The Supervisory Medical Support Assistant leads inpatient administrative operations and supervises Lead, Advanced, and Medical Support Assistants across Palo Alto Health Care System inpatient programs. Oversees staffing, scheduling, patient-care workflows, performance management, hiring, training, discipline, data analysis, and reporting to ensure efficient, high-quality Veteran services and continuous operational improvement.

• Duties include, but are not limited to: Direct daily administrative, clerical, and technical support operations for assigned inpatient wards and clinics. Supervise ward and clinic workflow to support timely patient access, effective patient flow, and efficient delivery of inpatient services. Coordinate administrative operations with nursing, providers, technical staff, and other interdisciplinary team members. Interpret and apply applicable administrative procedures, regulations, and policies affecting inpatient clinic and ward operations. Orient staff to inpatient administrative processes, workflow requirements, and data-capture procedures. Identify operational barriers and implement or recommend process improvements affecting ward and clinic support functions. Lead implementation and use of the Daily Management System (DMS) and related High Reliability Organization (HRO) practices within assigned areas. Oversee accurate and timely capture of inpatient workload, Veteran demographic, insurance, and other required data in VistA and related systems. Establish and monitor quality-control processes to identify, correct, and prevent incomplete or inaccurate workload and administrative data. Coordinate timely correction of data errors with ward/clinic leadership and relevant cross-service partners to prevent loss of workload credit or funding. Train and monitor subordinate staff on data-capture requirements, documentation standards, and associated system processes. Develop and analyze workload, quality, operational, and performance reports; identify trends and report findings to Nursing Service leadership. Conduct audits, surveys, and assessments of administrative, clerical, and technical support processes. Recommend process, resource, or operational changes based on data analysis, workload trends, and performance findings. Ensure subordinate staff comply with applicable privacy, release-of-information, medical-records management, and information-security requirements. Safeguard protected paper and electronic Veteran information from unauthorized access, disclosure, loss, alteration, or deletion. Provide staff guidance on appropriate record-request, release-of-information, and records-management procedures for VA and non-VA sources. Monitor completion of required release-of-information documentation and authorizations. Supervise front-line administrative staff who serve as a primary point of contact for Veterans, families, and interdisciplinary health care team members. Establish and monitor customer-service practices that support professional, respectful, Veteran-centered communication. Resolve or appropriately escalate complex Veteran and family concerns affecting patient access, administrative services, or inpatient care coordination. Support efficient patient movement and coordination from ward/clinic arrival through establishment of the plan of care. Exercise full first-level supervisory authority over assigned GS-03 through GS-07 Medical Support Assistant staff, including Lead MSAs, Advanced MSAs, and MSAs. Assign work, establish priorities, evaluate performance, and ensure adequate staffing coverage for assigned wards and clinics. Develop work schedules, approve leave, and manage time-and-attendance functions using VATAS. Adjust staffing and workload assignments based on patient volume, operational demands, and health care system priorities. Participate in recruitment, selection, onboarding, and retention activities with the servicing Human Resources Management Office. Issue performance standards, communicate performance expectations, complete evaluations, and address performance deficiencies, including use of Performance Improvement Plans (PIPs) when appropriate. Address employee conduct and performance concerns; recommend or take corrective and disciplinary actions consistent with applicable policy, labor agreements, and delegated authority. Represent management in labor-management activities and respond to employee concerns, grievances, and workplace issues. Lead administrative and technical operations across assigned inpatient wards, clinics, or specialty programs. Participate in operational huddles and interdisciplinary meetings to align administrative support services with patient-care needs. Conduct leadership rounding and follow up on operational, staffing, workflow, patient-access, and customer-service issues identified. Coordinate competing administrative requirements and clinical-support priorities to maintain a Veteran-centered, efficient inpatient environment. Establish priorities, manage deadlines, and independently adjust work processes and staff assignments to meet operational and patient-care demands. Work Schedule: Monday - Friday, 0730 - 1600 Telework: Not Authorized Virtual: This is not a virtual position. Functional Statement #: PD10959F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

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