Supervisory Medical Support Assistant

Salary: $54,926.00 to $71,405.00 Per Year

The Supervisory Medical Support Assistant serves as a first line Supervisory MSA in Health Administration Services that serves one of the following sections in HAS: COVID Operations, PC/Specialty Call Center operations, Medicine and Imaging Services or Surgical and Supportive Services. Duties may be performed in the Community Based Outpatient Clinic (CBOC), Inpatient Unit, Call Center, Outpatient Clinic, Patient Aligned Care Team (PACT) model or in a Specialty Care setting.

Major duties

Major duties include but are not limited to: Supervises employees who may be located in a variety of clinics throughout the healthcare system or working 100% virtually. Carries full supervisory authority including daily assignation of work, performance evaluation, making selection determinations, training of staff members, Additionally, the supervisor is responsible for evaluating performance of individuals within their purview and overall program performance through analysis of data available in VISTA, on the data warehouse and other sources. Interviews new candidates, makes recommendations for selections and works with HR to onboard new hires. Recommends employees for awards and/or advancements, recommends and takes corrective action on disciplinary matters, and responds to grievances or complaints. Works directly with Clinical Section Chiefs, Nurse Managers, and AOs to problem solve issues related to clinic operations, scheduling, etc. May have to reassign resources to meet the needs of the various clinics they oversee; resolves escalated customer issues to include problems with scheduling, complaints, etc. that may come from the Patient Advocate, PX Manager, clinic manager, front line MSA, etc. Conducts monthly audits of the scheduling practices for each direct report. Providing feedback and remedial training as necessary to ensure that the national scheduling practices are adhered to by each MSA. Gathers data (e.g. return to clinic, pending consults, etc.) and evaluates efficiency of operations. Performs follow-up with MSAs, identifies barriers (e.g., consult review process in clinic that impedes meeting VHA requirements of scheduling within 2 days) and develops ways to break down barriers to efficiency by meeting with Clinical Service Chiefs, Group Proactive Manager, AOs, etc. Responsible for the staff and program function within their assigned area. Must monitor daily performance statistics (e.g., Call Center incoming call volume, hold times, and abandoned call rates) and redeploy staff to meet VA measures, adjusting resources as needed based on demand, and takes into consideration available staff (e.g., monitoring call-in's and planned leave) in order to meet performance expectations with RTCs, consults, MRTs and call abandonment rates. Must stay abreast of updates that effect operations such as changes in services provided, provider scheduling changes and changes to scheduling and/or call center directives. Plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports, special assignments and only refers the non-routine and highly technical problems to their supervisor. Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Is responsible for maintaining the confidentiality of information obtained to carry out required duties. Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required. Consistently communicates and treats customers (Veterans, families, Veteran representatives, all VA staff) in a courteous, tactful and respectful manner. Protects sensitive and electronic files that must be safeguarded under the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statutes and policy, and VHS policy. VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Work Schedule: 8:00am - 4:30pm Virtual: This is not a virtual position. Functional Statement #: 21M80-A Permanent Change of Station (PCS): Not Authorized. PCS Appraised Value Offer (AVO): Not Authorized.

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. Basic Requirements: Citizenship. Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a). English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). Experience. None. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration. None. Grandfathering Provision. Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply: Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard. Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. NOTE: This provision is not intended to regularize appointments/ placements. Foreign Education. To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials. Lead Medical Support Assistant, GS-06 Experience. One year of creditable experience equivalent to the next lower grade. Knowledge, Skills, and Abilities (KSAs). In addition to meeting the experience above, the candidate must demonstrate the following KSAs: Skill in communicating with individuals to obtain the desired effect, ensuring compliance with established policies and regulations. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Ability to provide staff development and training. Ability to manage staffing requirements, manage priorities, and coordinate with staff in the unit in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work. Ability to review and monitor data to ensure all reports are complete and accurate. Supervisory Medical Support Assistant, GS-07. Experience. One year of creditable experience equivalent to the next lower grade. Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs: Ability to provide the full range of administrative and supervisory duties in a patient support setting, which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements. Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations. Ability to provide briefings, orientations, staff development, and training related to administrative functions in a patient support setting. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation (only applicable to current VHA employees who are in this occupation and meet the criteria). Grade Determinations: In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is 07. Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.