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Role Description

The Supervisory Medical Support Assistant, GS-0679-08, has full responsibility for supervising at least one subordinate MSA team leader, supervisor or equivalent administrative patient support staff in the VISN 21 Clinical Contact Center. Supervisory MSAs provide support across multiple ancillary and inter-professional clinics and determine the needs of the Veteran/caregiver. They play an integral role in achieving first-contact resolution through Veteran-centered delivery of care.

• Works collaboratively with VISN programs, services, and inter-professional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities including 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.
• 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.
• Extracting and analyzing data to provide reports to senior management in support of tracking measures.
• Provides information and resolution to Veterans' requests within scope, using administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or directing 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.
• Resolves Veteran complaints as appropriate.
• Other related duties may be assigned.

*Schedule will be assigned due to staffing coverage needs of the service post completion of required training.

*Applicants will be sent forward based on application date and time. 50 applicants will be reviewed and if no selections are made, an additional review of the next 50 applicants will be submitted.

Qualifications

• Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.
• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
• Experience: Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR,
• Education: High school diploma, General Education Development equivalency certificate or proficiency certificate from a State or territorial-level Board or Department of Education; OR,
• Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• Certification: None required.
• May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria).

Requirements

• One year of experience equivalent to the GS-07 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
• Experience includes: Utilizing patient systems to provide interdisciplinary support to multiple clinics, providing staff training, managing staff workload, following up on pending issues or performing supervisory duties including work assignments, performance evaluations, selection of staff, delegating authority, providing staff development, and overseeing people and programs in a patient support setting.

Benefits

• Full-time; Variable schedule includes weekend and holiday rotations; The Clinical Contact Center 24/7 and staffs accordingly; Subject to change to meet the needs of the Agency.
• Not Available; Remote/Virtual position.

Physical Requirements

• Position requires visual acuity, adequate auditory perception, clear distinctive speech, and manual dexterity.
• Position requires extended periods of sitting.
• The position may require some bending and carrying of items.
• The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations and able to shift priorities based on patient needs.
• Must meet Employee Health mandates as a condition of employment.