Supervisory Medical Support Assistant

Summary The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor to a unit of Telephone Operators, Schedulers, and is a foundational role within Patient Business Services at the Cincinnati VA Medical Center in Cincinnati, OH. Responsibilities VA Healthcare System Serving Ohio, Indiana, and Michigan (VISN 10) advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. Major Duties: Plans and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assigns and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met Evaluates new products, 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. 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 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. S/He must assist with clinic contingency plans by adjusting appointment times, locations, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Assures Medical Support Assistant staff explains the agency's mandate to collect insurance information to veterans, their families, and other eligible patients. Contributes to the revenue collection process by identifying patients with third party insurance. Promotes veteran registration for and utilization of MyHealtheVet (MHV). 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. Must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities Conducts weekly team meetings where patient care planning and management occur. Incumbent will assure all MSA staff are in attendance, understand processes, and receive documented minutes of the meetings. 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. May also assist other sections within Ambulatory Care & Processing (AC&P). Performs other duties as assigned Work Schedule: Monday - Friday; 8:00am to 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 91226-0 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment 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 (Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Must pass pre-employment health evaluation. 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

Created: 2026-03-23