Supervisory Medical Support Assistant

Full Job Description

The Primary Purpose of the Position is: To plan, direct and control the full range of administrative and clerical support work relating to the care and treatment given to patients of the inpatient units, outpatient clinics, ancillary support services, scheduling call center, Eligibility & Enrollment (E&E) Office, Beneficiary Travel Reimbursement office, and Compensation and Pension office at these facilities at VA North Texas Health Care System (VANTHCS), Bonham, Texas.

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. Experience and Education.

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. Certification. None required. 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.

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: GS-08 Experience.

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.

Demonstrated Knowledge, Skills, and Abilities.

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: Previous Supervisory Experience Previous experience resolving complex issues concerning: Patients, Co-workers, visitors 1 year of experience conducting briefings, orientations, staff development, and training.

Experience conducting performance evaluations for subordinates Previous Lead MSA, Adv MSA, MSA experience Experience working closely with upper management 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-08. The actual grade at which an applicant may be selected for this vacancy is at the GS-08. Physical Requirements: The work is sedentary.

Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work.

Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site.

Incumbent may carry and lift light items weighing less than 15 pounds. Major Duties:

Total Rewards of a Allied Health Professional Duties include but are not limited to: Interviews and selects new employees subject to the approval of the Chief, Health Administrative Service.

Tracks the progress of new employees, evaluates the performance of all assigned Medical Support Assistants (MSA), Advanced Medical Support Assistant (AMSA), and Lead Medical Support Assistants (LMSA) counsels when necessary.

Submits justifications for incentive awards or personal actions.

Identifies and anticipates changes or trends, which could have Medical Center wide significance or create substantial changes in MSA/AMSA/LMSA's.

Develops and maintains a quality improvement program for the MSA/AMSA/LMSA, collects data on performance such as customer service and accurate order implementation.

Ensures ongoing multidisciplinary teamwork, excellent customer service and professionalism.

Plans and directs the MSA/AMSA/LMSA activities within eligibility, travel, call center, compensation and pension and inpatient and outpatient clinical areas.

Ensures administrative procedures are accomplished in accordance with specified guidelines and within established timeframes.

Operates in highly diversified medical complex; the supervisor administers a program that is broad, diversified and requires high performance and leadership qualities of the incumbent.

Assigns, and evaluating the work of subordinate staff; resolving complex issues to ensure patient services are met; identifying educational or training needs.

Develops or updates procedures, policies, or standards.

Develops an ongoing customer service program with emphasis on the first impression, interacts with waiting patients, developing trust and setting the tone for the patient experience.

Consults with managers or other personnel to resolve problems in areas such as performance, staffing, or work schedules.

Provides employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.

Resolves customer complaints or answers customers' questions regarding policies and procedures.

Makes personnel assignments, adjusting schedules to cover frequent absence of personnel on short notice and for ensuring that adequate coverage of assigned area is always maintained.

Conducts regular meetings with subordinates for discussions of work problems, adoption of new work methods and in-service training.

Submits request for new equipment, supplies and overtime expenditures.

Maintains a continuous training program and teaching classes to keep assigned employees informed of all Health Administration Service updates.

Completes clinic closeout- no actions taken and incomplete check ins during daily reviews. Schedules and encourages participation of employees in various Medical Center training courses.

Initiate request for filling vacancies, periodically reviews and updates functional statements and performance standards.

Hold corrective interviews with employees and propose appropriate action, referring only the most serious problems to the Section Chief.

Initiates all request for personnel action, performance appraisals, certification of time, interviews applicants and makes recommendations to the business office service line chiefs for selection.

Participates in meetings with other sections service/care lines to work out and coordinate organization, procedural and other problems affecting the Medical Center.

Work Schedule: Monday - Friday 8:00 am to 4:30 pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not authorized Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.

Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position.

Functional Statement #: 54215-F Permanent Change of Station (PCS): Not Authorized