Supervisory Medical Support Assistant

1 month ago

Singapur, Singapore Veterans Health Administration Full time

Summary

The incumbent serves as a Supervisory Medical Support Assistant in a VISN Clinical Contact Center (CCC) as part of an interprofessional healthcare team. Supervisory MSA provides support across multiple ancillary and inter professional clinics and determines the needs of the Veteran/caregiver. The MSA is responsible for routing clinical questions to appropriate clinical staff.

Duties

The Supervisory MSA has full responsibility for supervising at least one subordinate MSA team leader, supervisor or equivalent administrative patient support staff in the VISN CCC. 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 VISN programs, 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 employee 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.

Duties include but are not limited to: Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution. Screens incoming contacts and independently routes the contacts to the appropriate area for resolution. 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. 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. Work Schedule : Various for 24/7 call center. Tours will be discussed during interviews.
Virtual/Remote: This is a remote position.
Position Title/Functional Statement # :Supervisory Medical Support Assistant/PD1006FA
Relocation/Recruitment Incentives : Not authorized.
Permanent Change of Station (PCS): Not authorized.
Fi nancial Disclosure Report: Not required.

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