The incumbent is responsible for ensuring Veterans are scheduled in the Community within the National requirements guidelines . The incumbent serves as a Advanced Medical Support Assistant (AMSA) Supervisor on the Automatic Call Distribution (ACD) Line within Community Care, providing level guidance to the front-line staff working the ACD Line. Major duties: The Supervisory Medical Support Assistant (MSA) plans and coordinates the orientation and training of all new employees as required by hospital policy.
They provide and direct continuous on the job training, cress training, and required annual training of all employees under his/her supervision. Facilitates administrative aspects of access to care, advanced clinic access, appointment and electronic waiting list management (VC.EWL), consult authorizations and related aspects of health benefits administration for his/her Unit in the Patient Scheduling Section.
Duties also include, but are not limited to the following: Provides direct oversight, leadership, and technical direction to Medical Support Assistants (MSA) and Advanced Medical Support Assistants (AMSA) within the Health Administration Service (HAS). Ensures efficient administrative and clerical support for patient care activities, oversee scheduling and consult management functions, and serves as a key liaison between clinical staff, administrative leadership, and Veterans.
Responsible for workload distribution, workflow coordination, training, performance evaluation assistance, and compliance with regulatory requirements, policy, and productivity standards. The incumbent demonstrates expert knowledge of VA systems, scheduling processes, access metrics, consult/encounter workflows, and revenue-generating functions related to insurance capture and eligibility. Responsible for monitoring clinic utilization, ensuring access to care, reducing scheduling barriers, and promoting a Veteran-centric service culture.
Has daily communication and face-to-face interactions with Veterans, supervisors, family members, internal customers within CAVHCS, VISN 7, and affiliates via telephone conversations and digital communications such as secure messaging, instant messaging, and emails. Responsible for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
Work Schedule: Monday- Friday, 7:30am - 4:00pm (Work Schedule is subject to change based on agency need). Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 63092F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Requirements: 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.
Must pass pre-employment physical examination. 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 perf