Supervisory Medical Support Assistant

Department of Veterans Affairs

Applicants must be a current-permanent employee of VISN 19; Rocky Mountain Network, Western CO VA Healthcare System. 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 SMSA is responsible for routing clinical questions to appropriate medical staff.

• Duties for the Supervisory Medical Support Assistant 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. 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. Provides accurate details of organizational information to Veterans regarding the different services the VA offers. Provides high-quality customer service to Veterans and their families/caregivers. Communicates tactfully and effectively to customers. Resolves Veteran complaints as appropriate. Performs duties as assigned to ensure efficient and effective operations. Provides the full range of administrative and supervisor duties to at least one subordinate MSA supervisor or team leader in a patient support setting which includes assignment of work, performance evaluations, selection of staff and recommendations of awards and/or advancement. Collaborates, communicates and demonstrates customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations. Conduct surveys and reviews to ensure that optimal program efficiencies are achieved, and those resources are being appropriately and fully utilized. Provides briefing orientations, staff development, and training in a patient support setting. Manages fiscal matters, forecast resource and equipment needs and identify budget needs. Uses advanced knowledge of managing or leading patient support staff in VISN CCC. This includes independently utilizing reference sources, decision making and empowering the team to collaborate and resolve problems within a complex systems environment. Other related duties may be assigned. Work Schedule: Full Time; Monday - Friday, 0800-1630 MST. Duty Location: This is a remote position. Remote: Selectees will work 100% of the time in a non-VA owned space outside or inside of the local commuting area of parent station. The employee's workspace must be suitable for conducting business, remote employees are expected to provide a secure, distraction-free home-based worksite with reliable high speed internet connectivity. The employee will be required to travel to the closest VA Medical Center or VA Outpatient Clinic for issuance of equipment, and as needed for technical support. Selectees will be required to self-certify that their remote workplace meets all safety, privacy, and internet speed requirements. Remote exempted positions are reviewed annually and do not imply permanent remote work status. Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Appointments Above the Minimum Rate). 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). Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. 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). Functional Statement #: 52430A

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