SUPERVISORY MEDICAL SUPPORT ASSISTANT

Full Job Description

The Supervisory Medical Support Assistant (SMSA) serves as the operational leader for the full range of outpatient scheduling programs in the Northern California Health Care System (VANCHCS).

The supervisor works closely with other members of the health care team. VANCHCS uses a group practice concept that combines managed care and primary care treatment models.

Positions are physically located at the VA Clinic locations listed. Basic Requirements: United States Citizenship. Citizen of the United States.

(Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). Experience and Education.

(1) 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, (2) Education.

One year above high school; OR, (3) 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.

Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy. Grandfathering Provision.

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).

All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation.

For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation.

(2) 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.

(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

Grade Determinations: To qualify for the GS-08 level, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for the grade.

Be specific when describing the job duties that demonstrate you possess the KSAs listed. Resume must include hours per week for work experience credit.

Supervisory Medical Support Assistant, GS-8 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: 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: Lead and/or Supervisory Medical Support Assistant 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.

Physical Requirements: See VA Directive and Handbook 5019. Major Duties:

The Supervisory Medical Support Assistant position serves as the direct line supervisor for the Lead Medical Support Assistant and all Medical Support Assistant staff and is a foundational role within the VHA Patient Aligned Care Team (PACT).

The duties of this position include but are not limited to the following: Full responsibility for supervising at least one subordinate MSA team leader, supervisor or equivalent administrative patient support staff in the facility.

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.

Works collaboratively with VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.

The incumbent 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.

Provides information and resolution to Veterans' requests within scope by using administrative judgement to escalate symptomatic concerns to clinicians within the facility or directs the contact to the appropriate discipline within department for resolution Work Schedule: 8:00am - 4:30pm Monday - Friday Telework: May be authorized for Ad-Hoc telework only.

Permanent Change of Station (PCS): Not Authorized