The Supervisory Medical Support Assistant (Supervisory MSA) works for the San Francisco VA Healthcare System Call Center in San Bruno. The Supervisory MSA provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver. Incumbent must possess knowledge of clinic processes and services to function in and interact with various clinics throughout the facility.
The Supervisory MSA is responsible for routing clinical questions to appropriate clinical staff. The Supervisory MSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. The Supervisory MSA provides information on programs and initiatives available to Veterans and provides administrative referrals of services as needed. The Supervisory MSA collaborates to best coordinate the care needs of the Veteran. The Supervisory MSA has full responsibility for supervising at least one subordinate MSA team member. Assignments at this level include but are not limited to: 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. Works collaboratively with departments, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video. The Supervisory MSA has administrative and professional responsibility for planning and directing the subordinate lead, supervisor and MSA's activities. Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrate independence, complexity (difficulty) and race of variety as described in this standard at the specified grade level and be performed by the Supervisory MSA at least 25% of the time. The Supervisory MSA 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. The Supervisory MSA 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. Communicates tactfully and effectively to customers. Resolves Veteran complaints as appropriate. Performs duties as assigned to ensure efficient and effective operations. Other duties may be assigned Work Schedule: Monday -Friday, Hours will vary based on needs. Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 662-11688F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
brenda.johnson10@va.gov 7275986871
Source: USAJOBS.gov — U.S. Federal Government
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