Supervisory Medical Support Assistant

Full Job Description

The Supervisory Medical Support Assistant (MSA) position(s) serves as the direct line supervisor for the GS 7 Supervisory Medical Support Assistant(s) staff and is a foundational role within the Office of Care Coordination (OCC).

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 Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

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; Education and Experience/ 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: Supervisory MSA GS-8: One year of experience equivalent to the GS-7 grade level (leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.

Candidates must demonstrate (all of) the KSAs below: 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.

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 [in a patient support setting].

Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.. 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: prior supervisor experience, clinic management knowledge, strong customer service experience/knowledge 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.

Physical Requirements: See VA Directive and Handbook 5019 ****All required documentation must be uploaded before the announcement closes, to support eligibility.

****Failure to submit documentation will constitute the application being categorized as incomplete and therefore ineligible for referral. Major Duties:

The Supervisory MSA plans and directs programs at medical centers and/or satellite outpatient clinics.

The Supervisory MSA works collaboratively in an interdisciplinary coordinated care delivery model with Primary Care Clinics and also Specialty Clinics and performs all related duties, customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for Community Care.

He/she must assist with community care access contingency plans by adjusting community care appointment times, location, or dates as well as shift patients to other community healthcare providers to facilitate timely access to care.

The incumbent maintains full responsibility for supervision and performance of the MSA staff assigned to Office of Care Coordination (OCC).

The employee has full administrative and professional responsibility for planning and directing the MSAs' activities.

Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate staff resolving complex problems to ensure patient services are met evaluating new products, equipment, and systems in order to make recommendations for improved operations identifying educational or training needs; making final decisions on selections evaluating performance, and taking disciplinary action when necessary.

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

Incumbent(s) must be able to train staff on the requirements of VHA Community Care referral approval, scheduling, authorizing, fund obligation, and follow up post community care.

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.

Work Schedule: Monday-Friday 7:30am-4:30pm Telework: Not Available Virtual: This is not a virtual position.

Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized