Supervisory Medical Support Assistant - Physical Medicine and Rehabilitation​/Neurology

The incumbent is an integral part of a large Physical Medicine and Rehabilitation (PM&R) and Neurology Department within the Minneapolis VAHCS.

Duties of this position are, but not limited to:

* Performs the administrative and personnel management functions relative to staff supervised including management of leave and unplanned staffing shortages, interviews candidates, recommends appointments, awards, promotions or reassignments.

* Plans, distributes and balances workload among employees in accordance with priorities, and established workflow. Sets and adjusts short-term priorities. Assures timely accomplishment of the workload.

* Performs a variety of administrative functions including management of day-to-day operations, assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure quality of work, ensuring timely & accurate scheduling of appointments, providing guidance to staff members to include policies and procedures, distributing and balancing workload, fielding and resolving customer complaints. Refers more serious unresolved complaints to a higher-level supervisor.

Work requires the ability to search, select, interpret, and apply numerous regulations and guidelines pertaining to administrative/clerical support functions, and organizational operating procedures.

* Establishes guidelines and performance expectations for staff which are clearly communicated through the formal employee performance management system. Observes workers' performance and conducts regular work performance evaluations/audits. Ensures all required standards are met and amends or rejects work not meeting established standards. Provides advice, counsel, or instruction to employees on both work and administrative matters.

* Hears and resolves complaints from employees. Refers group grievances and more serious unresolved complaints to a higher-level supervisor. Effects minor disciplinary measures such as warnings or reprimands, recommending other action in more serious cases.

* Maintains records and statistical data as requested for the purpose of workload and/or efficiency reports. Collects and compiles information as needed to carry out the work of the clinic, department or service line.

* Manages clinic appointments using established business rules including but not limited to consultations, scheduling, electronic wait lists, recall reminder, encounter action required reports, insurance capture, Audio Care and missed opportunities.

* Possesses knowledge of quality assurance/performance improvement and system redesign principles. Conducts routine audits as related to appointment scheduling and consult management. Creates and implements ways to eliminate or reduce significant bottlenecks and barriers to efficiencies.

* Insures proper level of supplies and equipment by sharing in the inventory and ordering process. Is aware of safety concerns, regulations, policies and procedures, and employs appropriate safety practices. Shares in the responsibility for clinic safety and maintenance including the environment of care and reusable medical equipment.

* Orients/Instructs staff in administrative policies and procedures related to appointment scheduling, consult management, and other clinic/program administrative topics. Identifies training needs of employees. Instructs employees in specific tasks and job techniques. Makes available reference materials and written instructions required for the tasks. Develops competencies and other training tools as needed.

* Is aware of safety concerns, regulations, policies and procedures, and employs appropriate safety practices. Shares in the responsibility for clinic safety and maintenance including the environment of care and reusable medical equipment.

* Coordinates with internal/external sources to advise on needs and ensure administrative and logistical support. Works with clinical operations team to develop and maintain operating procedures to ensure smooth operation of outpatient clinics.

Work Schedule:

Administrative Days

Telework:
Ad Hoc may be available

Virtual:
This is not a virtual position.

Functional Statement #: 000000