- 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.
- 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.
- 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.
- 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 : Varied
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supervisory medical support assistant - Singapur, Singapore - Veterans Health Administration
Description
Summary
The incumbent serves as Supervisory Medical Support Assistant (MSA) in a VISN Clinical Contact Center (CCC) as part of an inter professional 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
RESUME REQUIREMENTS :DUTIES:
Remote: This is a remote position.
Virtual: This is not a virtual position.
Functional Statement # : 0000
Fi nancial Disclosure Report: Not required
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