Supervisory Medical Support Assistant

US-Department-of-Veterans-Affair; Jacksboro (TN); On-site; USD 52,000 - 76,000; Full time

Job summary

The U.S. Department of Veterans Affairs seeks a Supervisory Medical Support Assistant (Supervisory MSA) at LaFolette Clinic to support multiple clinics within an inter‑professional healthcare team.

The role includes coordinating clinic schedules, reviewing patient information, processing secure messages, and leading the care team to ensure timely, quality patient care. Qualifications follow the VA standard for GS‑7 level employment.

Qualifications

• Must document experience with duties, including job title, duties, dates and weekly hours.

Responsibilities

• Coordinate with the patient care team to review clinic appointment availability and adjust schedules as needed.
• Process incoming patient secure messages through online portals and coordinate with care team.
• Participate in team huddles/meetings to plan, problem solve, and follow up with patient care.
• Enter information into the electronic medical record and verify readiness for visits/procedures.

Skills

Supervisory duties

Customer service

Team collaboration

Communication

Education

High school diploma or GED

Job description

The incumbent serves as the Supervisory Medical Support Assistant (Supervisory MSA) as part of an inter-professional healthcare team LaFolette Clinic. The Supervisory MSA provides support across multiple ancillary and inter-professional clinics and determines the needs of the Veteran/caregiver. 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.

Basic Requirements

• Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
• Experience. No experience required.
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration. None
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

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).

Grade Determination

Supervisory Medical Support Assistant, GS-7 Experience. One year of experience equivalent to the GS-6 grade level. Examples of duties include, but are not limited to: Utilizes numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model; Coordinates with patient care team to review clinic appointment availability to ensure the clinic schedules are closely monitored to effectively support the needs of the clinics and makes necessary adjustments, maintains effective and efficient communication with the patient and various care providers; processes incoming patient secure messaging through online healthcare portals and coordinates with care team as appropriate; participates in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care by sharing information and collaborating with the interdisciplinary team; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; identifies incomplete encounters and communicates findings to providers; as needed; assists the team to reinforce the plan of care and self-help solutions; enters appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether the patient requires an immediate appointment; informs team members about shared patients.

AND,

Demonstrated Knowledge, Skills, and Abilities.

In addition to the experience or education above, the candidate must demonstrate the following KSAs:

1. 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.
2. 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,.
3. Ability to provide briefings, orientations, staff development, and training related to administrative functions in a patient support setting.
4. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities.

Note:

You must provide detailed information of your experience performed. Information such as "I was a Medical Support Assistant" is insufficient to determine your qualifications. Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hour worked per week.

Reference:

For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-7.

Physical Requirements:

Typically, the Supervisory Medical Support Assistant must be able to operate a computer terminal and be able to manage multiple activities at one time. The Supervisory MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items. Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak clinic hours or on days that have a large volume of clinic activity.