Patient Services Support Assistant (PSSA) Lead

Overview

The Patient Services Support Assistant (PSSA) Lead provides frontline supervision and operational coordination of Medical Support Assistants (MSAs) supporting patient administrative services at the NIH Clinical Center in Bethesda, Maryland. This role ensures efficient daily operations, appropriate staffing coverage, and high-quality patient support services within a clinical research hospital environment. The PSSA Lead serves as the primary liaison between staff and management, supports workforce performance, and ensures compliance with all contract requirements, federal regulations, and NIH policies related to patient services, privacy, and security.

Work Location:

In-office, NIH Clinical Center - 9000 Rockville Pike, Building 10, Bethesda, MD 20892.

Responsibilities

• Provide day-to-day supervision and coordination of MSAs supporting patient services at the NIH Clinical Center.
• Serve as the primary on-site lead for assigned shifts or service areas, ensuring adequate staffing coverage and continuity of operations.
• Monitor staff performance, attendance, and adherence to schedules, including coverage for evenings, weekends, and holidays.
• Act as a liaison between frontline staff and the Program Manager, escalating issues, risks, and operational concerns as needed.
• Ensure compliance with all contract requirements, NIH policies, and applicable federal regulations related to patient services, privacy, and security.
• Assist with onboarding, training, and mentoring of new MSAs; provide ongoing coaching and performance feedback.
• Support quality assurance efforts by monitoring workflows, identifying inefficiencies, and implementing process improvements.
• Coordinate daily administrative activities such as patient check-in/check-out processes, appointment scheduling support, and records management (as defined in the SOW).
• Track and report staffing metrics, workload data, and operational issues to the Program Manager.
• Ensure all staff maintain required credentials, training, and background investigation status.

Qualifications

Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)

• High school diploma or equivalent required; associate’s degree preferred.
• Minimum of 3–5 years of experience in healthcare administrative support or patient services.
• At least 1–2 years of experience in a lead or supervisory role.
• Experience working in a hospital, clinic, or clinical research environment.
• Strong understanding of patient-facing administrative processes (e.g., scheduling, intake, records handling).
• Ability to obtain and maintain a federal background investigation (NACI or equivalent).

Preferred Qualifications:

• Bachelor’s degree in healthcare administration, business, or related field.
• Prior experience supporting the National Institutes of Health or other federal healthcare organizations.
• Familiarity with MSA roles and workflows.
• Experience with electronic health records (EHR) or patient management systems.
• Prior experience supporting 24/7 operations or shift-based workforce environments.

Knowledge, Skills and Abilities:

• Leadership & Team Coordination: Ability to lead, motivate, and coordinate frontline administrative staff in a clinical setting.
• Communication: Strong interpersonal and communication skills to effectively interact with patients, staff, and Government stakeholders.
• Operational Awareness: Understanding of patient flow, scheduling, and clinical administrative processes.
• Problem Solving: Ability to address staffing gaps, workflow issues, and operational challenges in real time.
• Compliance Knowledge: Familiarity with privacy requirements (e.g., HIPAA/Privacy Act) and federal workplace standards.
• Organizational Skills: Ability to manage multiple priorities, track staffing, and ensure timely task completion.
• Technical Skills: Proficiency in standard office software and healthcare administrative systems.
• Adaptability: Ability to function effectively in a fast-paced, patient-centered environment.

Estimated Salary/Wage