Supervisory Medical Support Assistant

Summary This position is assigned to Psychiatry and Psychology Services of Mental Health & Behavioral Medicine at the Central Texas VA Health Care System. The Supervisory Medical Support Assistant (MSA) serves as supervisor for all Lead, Advanced, and MSAs. Provides supervisory medical support assistance on administrative matters affecting patient care, education, organizational policy, and programmatic tasks associated with maintaining and supporting the work performed by mental health programs. Responsibilities Major duties include, but are not limited to: 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. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. Uses courtesy in all communications at the time of call to verify and update demographics, including address, phone number, next of kin, and emergency contacts and that all information is updated through Pre-Registration screen in VISTA. Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA. Receives and processes patients and visitors, upon check-in (including self-report measures/data forms and medication reconciliation lists if appropriate) and check-out. 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. 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). Required to train other MSA levels on the Insurance Capture Buffer (ICB) process. Serves as an administrative liaison and provides direction to staff, residents/trainees, and volunteers. Assists the Site Chief and Supervisory Clinical Psychologist, Administrative Officers, Supervisors, Program Managers, MH&BM Leadership in performance measures, suspense items, and deadline responsibilities in a timely manner. 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. Consults with Human Resources on Labor Relations issues and vacancies. Coordinate ERC request with the Administrative Officer for submission. Review and process open text orders on a daily basis, verifying in CPRS completion of orders, generates open text order report weekly (or more often if indicated), and utilizes the report to ensure all text orders are completed in a timely fashion. The incumbent is responsible for reminding program staff of incomplete encounters, unsigned notes, and discharge summaries, requiring action. Responsible for running Encounter Action Required Report (EARR) report as needed. Incumbent must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: Schedule appointments and utilize the Electronic Waiting 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. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Daily review of active/pending consults, Electronic Wait List, Recall list and Audiocare communications, kiosk validation, No-Show for accuracy and disposition. Total Rewards of a Allied Health Professional Work Schedule: Monday-Friday; 0730-1600 or 0800-1630 Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Available for Ad-Hoc Telework Only Virtual: This is not a virtual position. Functional Statement #: 000000 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. 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: 2026-04-01