Supervisory Medical Support Assistant

The Supervisory Medical Support Assistant serves as a direct line supervisor within the Care in the Community Service (CITC) at VA Illiana Health Care System. The Supervisory MSA serves as the direct line supervisor for the Medical Support Assistant(s), Lead Medical Support Assistant(s) and File Clerks and is a foundational role within CITC working as front-line staff to receive calls from Patient Aligned Care Teams (PACTs), Pharmacy, Social Work, HIMS, Veterans, and community providers.

Total Rewards of a Allied Health Professional Plans and directs programs at VAIHCS and has full supervisory responsibility for supervising at least one Lead MSA. Assign and evaluate the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new programs, equipment, and systems in order to make recommendations for improved operations; Identifying educational or training needs; making final decisions on selections; evaluating performance and taking disciplinary action when necessary. Full administrative and professional responsibility for planning and directing the Lead MSAs, MSAs and File Clerks activities. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. Works collaboratively in an interdisciplinary coordinated care delivery model for CITC, PACT and/or Specialty Clinics and performs customer service and other duties assigned for the proper and timely treatment of patients and assures records are scanned appropriately and timely. Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification. When assisting the MSA staff, he/she must use each interaction with the patient to validate and update patient demographic information 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. The incumbent(s) contributes to the revenue collection process by identifying patients with third party insurance. Promotes Veteran registration for and utilization of MyHealtheVet (MHV). Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA. When records are received, ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to the File Clerk for scanning. Ensure the File Clerk scans records to appropriate chart timely and appropriately. Review scans done by the file clerk for accuracy, discussing and educating them on any errors found. 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. Train staff on the call center processes and scanning processes in an efficient and effective manner to ensure functions, goals and timelines are understood and met. Participate in the daily team huddles and weekly team meetings where patient care planning and management occur. This includes providing front-line workload coverage during periods of staffing difficulties. Incumbent(s) will rotate this to assure all MSA staff and File Clerks are in attendance and understand the process. 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: Full-time, Monday-Friday, 7:30am-4:00pm Recruitment Incentive (Sign-on Bonus): Not authorized Permanent Change of Station (Relocation Assistance): Not authorized Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 00796F Permanent Change of Station (PCS): Not authorized

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. 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 identification 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). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.