Supervisory Medical Support Assistant

at Veterans Affairs, Veterans Health Administration in Burlington, Vermont, United States

Job Description

Summary This Supervisory Medical Support Assistant position is in Primary Care services within the White River Junction VA Healthcare System, located at the Burlington-Lakeside Community Based Outpatient Clinic at the Burlington, Vermont location. The position will also oversee Medical Support Assistants located at the Newport, VT and Littleton, NH Community Based Outpatient Clinics. Responsibilities VA Careers – Medical Support Assistant: https://youtube.com/embed/UJO\_XH5uCLs Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf The Supervisor for Medical Support Assistants at a medical center within VA New England Healthcare Network is responsible for planning, directing, and controlling work for the lower grade Medical Support Assistants. Work is performed collaboratively in an Interdisciplinary Coordinate Care delivery model (Patient Aligned Care Team, or Specialty Care Setting). The employee maintains a close relationship with the Service Care Lines administrative offices to ensure clinics are operating in a timely and efficient manner. The incumbent shall have extensive knowledge of various policies and procedures relating to the business rules regarding Pre-registration, Scheduling (Appointment Management and Recall), clinic profile management and utilization, scheduling/tracking consults, Advanced Clinic Access Procedures, Community Care referrals, Performance Measures, KIOSKs, Insurance Card Buffer (ICB) and the proper flow of work to and from the various teams, services and care lines and contributes significantly to the daily business activities. Duties include but are not limited to: Assists in the management of data which may include EWL (Electronic Wait List), EARR (Encounter/Action Required Report), access related reports, Text Orders and consult completion and performance measures. Responsible for planning, organizing, and directing the work of lower medical support assistants. Establishes work priorities, identifies developmental training needs of employees and provides or arranges for training when required. Works closely with their Supervisor to identify and develop training which meets the needs of the MSA and administrative/clinical data capture requirements. The incumbent’s responsibility for training includes, but is not limited to, in-service education of on-the-job skills, classroom instruction closely associated with actual inpatient/outpatient hospital clinical practices, and attitudes and relationship of position to professional staff. Assigns work based on requirements and resources available, to efficiently and economically accomplish the work to meet program goals and established objectives. Reviews work produced and analyzes weekly reports to evaluate production and takes appropriate action to resolve backlogs, scheduling errors, ICB Capture, EARR Review and Pre-Registration Data. Conducts regular staff meetings with the medical support assistants to update them on policy changes and new procedures. Attends required section meetings and other meetings throughout the facility as deemed appropriate. Serves as a point of contact for resolving patient issues especially regarding appointment and scheduling concerns. Researches issues and attempts to resolve before escalation to the Patient Representative, Clinical Service Chief, Chief of Staff or Medical Center Director’s Office. Maintains clerical guidelines and manuals as well as preparation of material to be used in training new employees. Acts as liaison with the Medical Support Assistants, Medical staff, Nursing staff and other services offering expert advice on administrative details and procedures relative to areas and will evaluate problematic areas and present findings to their Supervisor and respective Service Line designees for corrective action. Assists in the planning, review, and reporting the data. Establishes protocols and coordinates incoming data from a variety of sources. Performs a basic analysis of the data and generates a variety or reports. Performs additional duties as assigned. Work Schedule: Monday- Friday, 8:00 am – 4:30 pm Compressed/Flexible: Not Available. Telework: Ad-hoc Telework Functional Statement #: F03372 at GS-07 Relocation/Recruitment Incentives: Not Authorized PCS Appraised Value Offer (AVO): Not Authorized Notifications: This position is not a Bargaining Unit position. This position is covered by a special rate. This position is in the Excepted Service. Due to a critical staffing shortage, 38 U.S.C. § 7412 waives the requirement to apply Veterans’ preference for this job announcement. Current and former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held. The incumbent may be required to travel to other VA campuses and CBOC’s. Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. You may be required to serve a probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver’s licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Qualifications Basic Requirements: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. Experience and Education. 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. One year above high school; OR Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Grade Determinations: GS-07 Supervisory Medical Support Assistant: In addition to meeting the basic qualifications above, candidates must meet the experience and demonstrated knowledge, skills, and abilities below: Experience. One year of experience equivalent to the GS-6 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. Ability to provide the full range of administrative and supervisory duties in a patient support setting, which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements. ii. Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations. iii. Ability to provide briefings, orientations, staff development, and training related to administrative functions in a patient support setting. iv. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. Assignment. Supervisory MSAs plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory