Supervisory Medical Support Assistant

Full Job Description

The Supervisory Medical Support Assistant (MSA) serves as the direct supervisor for all AMSAs in support of the Community Based Clinics.

This position provides support work in connection with the care and treatment given to patients in clinics, wards or other such units as assigned.

Supervisory MSAs perform a variety of support duties that facilitate the work of physicians, physician assistants, nurses, nursing assistants, and other members of the medical facility who provide patient care.

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: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.

English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Policy.

Experience: Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR, Education: One year above high school; OR, Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

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 above, all applicants must also meet the following grade requirement for a Supervisory Medical Support Assistant, GS-0679-8.

Experience: In addition to the basic requirements, candidates must possess one year of experience equivalent to the GS-07 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.

AND demonstrate all the knowledge, skills, and abilities listed below: i.

Ability to provide the full range of administrative and supervisory duties to at least one subordinate MSA supervisor or team leader in a patient support setting which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements.

ii.

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.

iii. Ability to provide briefings, orientations, staff development, and training in a patient support setting. iv.

Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. v. Advanced knowledge of managing or leading patient support staff in a clinic.

This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment.

Preferred Experience: VA Lead MSA Experience Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

The full performance level of this vacancy is GS-8. Assignment: [Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics.

They have full responsibility for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.

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.

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.] For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

Physical Requirements: The work is primarily sedentary with prolonged periods of sitting.

The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability.

Major Duties:

Duties and responsibilities include, but are not limited to: Incumbent(s) must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities.

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.

Schedule appointments accurately and in a timely manner. Will complete internal and facility scheduling audits, ensure VHA Directives are properly being practiced.

Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic time frames.

Exercises supervisory authorities and responsibilities involving work assignment and review, as well as the administrative and personnel management functions relative to the staff supervised in conjunction.

Daily review of active/pending consults and Audio CARE communications for accuracy and disposition.

Incumbent must review AMSA accuracy with Vet Link and report on the accuracy of AMSA input of the Insurance Capture Buffer (ICB) for both programs.

Independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.

Important interfaces and collaborations also occur with all clinical staff to include as those outside the service line. Serves on Medical Center committees as needed.

Prepares various reports in area of expertise and monitors to ensure compliance. Assures that all supervised staff receives all required annual training.

The incumbent is responsible for the competencies for all supervised staff.

Plans and/or coordinates a formal orientation and training and assures training programs for new employees are completed as required to achieve efficiency of operations on a daily and long-term basis.

Ensure adequate leave coordination to avoid inability to properly respond to the needs of the service.

Monitors personnel assignments, work distribution and work performance to assure adequate service is being provided and work is properly distributed to accomplish the workload.

Independently carries out a wide variety of tasks involving atypical problems or complex situations.

Responsible for new employee orientation and is part of a team that conducts comprehensive training for new employees.

Advises Lead MSA of requirements for on the job training to assist with new AMSAs trainings.

Responsible for extracting and analyzing data to provide reports in support of performance measures to senior management.

Serves as an ADPAC for the CBOC, provides oversight and assistance of CBOC staff Out-Processing and Primary Care On-Boarding, Liaison to Primary Care AO/COR for the CBOC operations.

Work Schedule: Monday through Friday, 6:00am to 2:30pm Telework: Not Available Virtual: This is not a virtual position.

Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized