- assigning and evaluating the work of subordinate staff;
- resolving complex problems to ensure patient services are met;
- evaluating new products, equipment, and systems in order to make recommendations for improved operations;
- identifying educational or training needs;
- participating in the MSA hiring process;
- evaluating performance, and taking disciplinary action when necessary.
- The employee has full administrative and professional responsibility for planning and directing the MSA's activities.
- Responsible for extracting and analyzing data to provide reports in support of performance measures to service level management.
- This position provides work coverage in the absence of the direct supervisor.
- assists in managing CBOC primary care clinic grids and clinic cancellations, clinic letters and any other clinic scheduling needs in collaboration with the CBOC Manager and/or Primary Care Administrative Officer.
- works collaboratively in the PACT care delivery model and performs all related duties;
- customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics.
- must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.
- Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. The patient may also present the Veterans Identification Care (VIC) for identification.
- When assisting the MSA staff in the check-in process, he/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.
- Assures MSA staff explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients.
- Assures staff collects, scans, and updates health insurance information serving a major role in the revenue process.
- The incumbent contributes to the revenue collection process by identifying patients with third party insurance.
- Promotes Veteran registration for and utilization of MyHealtheVet (MHV).
- A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to Veterans and their family members both in person and on the phone.
- When records are received, the incumbent will ensure that all necessary health/administrative information are scanned into CPR.
- Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
- Incumbent must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: a) Schedule appointments and utilize the Electronic Wait List accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. b) Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. c) Daily review of active/pending consults, EWL, return to clinic orders, Recall list and Audiocare communications for accuracy and disposition.
- The Supervisory MSA may be asked to participate in the daily team let huddles and weekly team meetings where patient care planning and management occur. Incumbent will assure all MSA staff are in attendance and understand the process for their assigned team let.
- The Supervisory MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Work Schedule : Monday - Friday; 8:00am - 4:30pm
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supervisory medical support assistant - Frederick, United States - Veterans Health Administration
Description
Summary
The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor for Medical Support Assistant staff assigned to the Community Based Outpatient Clinic (CBOC) to which the position is assigned for the Martinsburg VA Medical Center. This supervisor works collaboratively with other members of an expanded health care system to include physicians, nurses, pharmacists, social workers, dieticians, behavioral health staff, administrative staff, etc.Duties
The Supervisory MSA manages programs at a medical center CBOC and has full supervisory responsibility.Assignments at this level include but are not limited to:
Telework : Not available
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives : Not authorized
Permanent Change of Station (PCS): Not Authorized
Fi nancial Disclosure Report: Not required
