Supervisory Medical Support Assistant

Quick Facts - Role: Supervisory Medical Support Assistant (MSA) - Team environment: VA Patient Aligned Care Team (PACT) and interdisciplinary outpatient/inpatient clinics - Work schedule: Monday through Friday (exact schedule discussed in interview) Description Supervise Lead Medical Support Assistant(s) and Medical Support Assistant staff in team-based patient support operations across PACT and interdisciplinary clinics. Plan and direct administrative activities, maintain appointment schedules, resolve complex problems, and support patient access contingency planning. Ensure accurate patient identification and demographic/insurance data entry into CPRS, and assist with revenue processes and patient services. Responsibilities - Plan and direct programs at medical centers and/or satellite outpatient clinics; supervise at least one subordinate team leader - Assign, evaluate, and manage subordinate staff; handle performance evaluations, selection recommendations, and disciplinary actions - Evaluate new products, equipment, and systems to recommend operational improvements - Identify training and educational needs; provide briefings, orientations, and staff development - Manage fiscal matters: forecast resource and equipment needs and identify budget needs - Extract and analyze data to produce reports supporting performance measures for senior management - Collaborate in an interdisciplinary care delivery model; ensure customer service and timely patient treatment - Maintain and adjust appointment schedules; shift patients as needed for staffing/coverage conflicts - Support patient safety standards using two forms of identification - Validate and update patient demographics during check-in or by phone to prevent returned mail and missed contact - Ensure staff explains VA insurance collection mandates - Assure collection, scanning, and updates of health insurance information to support revenue processing - Identify patients with third-party insurance to contribute to revenue collection - Promote veteran registration and utilization of MyHealtheVet (MHV) - Integrate required health/administrative information into CPRS by sending documents for scanning - Screen/receive phone calls, determine request nature, and provide information using privacy rules and clinic processes - Participate in daily teamlet huddles and weekly team meetings - Independently manage priorities and deadlines with little supervision - Assist with Beneficiary Travel Program and Health Benefits Advisor/Member Services, Admissions, and other clinic duties as assigned Requirements - U.S. citizenship - Selective Service registration for males born after 12/31/1959 - Proficiency in written and spoken English - Ability to serve a probationary period if required - Subject to background/security investigation - Completion of online onboarding process - Seasonal influenza vaccination required for VA Health Care Personnel - COVID-19 vaccination required for Veterans Health Administration Health Care Personnel - 1 year of experience at the GS-07 level or equivalent - Demonstrated KSAs including administrative supervision (work assignment, evaluations, selection recommendations, awards/advancements), customer service/interpersonal collaboration, staff training/briefings, fiscal forecasting/budget identification, and advanced leadership of clinic patient-support staff Benefits - Federal employee benefits package; eligibility depends on position type and whether full-time/part-time/intermittent