Supervisory Medical Support Assistant

Department of Veterans Affairs

The Primary Purpose of the Position is: To plan, direct and control the full range of administrative and clerical support work relating to the care and treatment given to patients. To provide assistance, guidance, and support to the administrative staff while managing their day-to-day activity and ensuring VHA policies and procedures are followed as they relate to patient care.

• Duties include but are not limited to: interviews and selects new employees subject to the approval of the Chief, Health Administrative Service. Tracks the progress of new employees, evaluates the performance of all assigned Medical Support Assistants (MSA), Advanced Medical Support Assistant (AMSA), and Lead Medical Support Assistants (LMSA). Counsels employees when necessary, and submits justifications for incentive awards or personal actions. Identifies and anticipates changes or trends, which could have Medical Center wide significance or create substantial changes in MSA/AMSA/LMSA's. Develops and maintains a quality improvement program for the MSA/AMSA/LMSA, collects data on performance such as customer service and accurate order implementation. Ensures ongoing multidisciplinary teamwork, excellent customer service and professionalism. Plans and directs the MSA/AMSA/LMSA activities within eligibility, travel, call center, compensation and pension and inpatient and outpatient clinical areas. Ensures administrative procedures are accomplished in accordance with specified guidelines and within established timeframes. Operates in highly diversified medical complex; the supervisor administers a program that is broad, diversified and requires high performance and leadership qualities of the incumbent. Assigns and evaluates the work of subordinate staff. Resolves complex issues to ensure patient services are met. Identifies educational or training needs of subordinate staff and full supervisory responsibility for supervising at least one subordinate team leader and up to 35+ MSA/AMSA. Develops or updates procedures, policies, or standards. Develops an ongoing customer service program with emphasis on the first impression, interacts with waiting patients, developing trust and setting the tone for the patient experience. Consults with managers or other personnel to resolve problems in areas such as performance, staffing, or work schedules. Makes recommendations to management concerning such issues as staffing decisions or procedural changes. Provides employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. Resolves customer complaints or answers customers' questions regarding policies and procedures. Extracts and analyzes data to provide reports in support of performance measures to all levels of management. Creates and runs reports on an ongoing basis to identify areas of opportunity. Other duties as assigned. Work Schedule: 7:30 AM to 4:00 PM, Monday - Friday 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) 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) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 54215-F Permanent Change of Station (PCS): Not Authorized

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