Supervisory Medical Support Assistant (Health Administration)

Full Job Description

The Primary Purpose of the Position: Plan, direct and control 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.

To provide assistance, guidance, and support to the administrative staff as they relate to patient care.

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.

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).

Grandfathering Provision.

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: Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation.

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.

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: 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: 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, Coworkers, 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. 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: Initiates personnel actions, maintains personnel related records, establishes performance standards and competencies, completes performance ratings, writes position descriptions and functional statements, and handles all matters related to counseling, disciplinary action, grievances, etc.

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.

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.

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.

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.

The supervisor reviews appointments, insurance card scanning, pre-registration, encounters, consults, incomplete orders, and patient movement reports, for results achieved, technical soundness, and conformance with applicable regulations, policies, and requirements of the Health Care system.

Resolves customer complaints or answers customers' questions regarding policies and procedures. Oversees staff orientation and on-the-job training and work development.

Shifts staff as needed to ensure adequate coverage. Request additional staff for current areas supervised and/or for projected areas.

Work Schedule: Monday-Friday, 8:00am-4:30pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases 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 #: 50501-F Permanent Change of Station (PCS): Not Authorized