Supervisory Medical Support Assistant

Full Job Description

This position is in the medical scheduling section at the Grand Junction VA Medical Center.

The incumbent serves as part of an interprofessional healthcare team and provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver.

The Supervisory MSA plays an integral role in achieving first contact resolution through Veteran-centered delivery of care.

Must be a current-permanent employee of Western Colorado VA Health Care System.

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 - One year 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 - Four years above high school; or Experience/Education - Equivalent combination of experience and education.

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 3j.

Applicant 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: To qualify for the Supervisory Medical Support Assistant GS-8 position, you must have one year of experience at or equivalent to the next lower grade level GS-7.

In addition to the Basic Requirements defined above, the incumbent must demonstrate the following KSAs: 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.

Quality of Experience: Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level.

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

Preferred Experience: None.

References: For additional information, please refer to VA Handbook 5005, Part II, Appendix G45 Medical Support Assistant Qualification Standards, GS-0679, dated August 1, 2019.

This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-8.

Physical Requirements: The physical requirements of this position include the following tasks which may be performed intermittently: Light lifting of up to 15 pounds, light carrying up to 15 pounds, kneeling (1/2 hour), pushing (1/2 hour), fine manipulation (4 hours), reaching above the shoulder, use of fingers, both hands required, walking (1/2 hour), both legs required.

Working closely with others, protracted or irregular hours of work. Operate office equipment.

The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations and able to shift priorities based on patient needs.

Must meet Employee Health mandates as a condition of employment. Major Duties:

Duties for the Supervisory Medical Support Assistant include but are not limited to: 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.

Screens incoming contacts and independently routes the contacts to the appropriate area for resolution.

Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness.

Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.

Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.

Provides accurate details of organizational information to Veterans regarding the different services the VA offers. Provides high-quality customer service to Veterans and their families/caregivers.

Communicates tactfully and effectively to customers. Resolves Veteran complaints as appropriate.

The Supervisory MSA is accountable to a designated manager or other immediate supervisor who provides the administrative oversight, work assignment, management of time and leave and completion of all aspects of the performance evaluation.

The Supervisory MSA works collaboratively with all levels of VA leadership and services within and outside of the VHA and VISN as well as non-VA health care entities which provide care to patients.

The incumbent should be proficient in interpreting guidelines to apply to specific cases, or problems. Use discretion and initiative to decide on the appropriate course of action.

The Supervisory MSA can work independently, make decisions based on training, guidelines, processes and/or regulations.

It is the incumbent's responsibility to maintain confidentiality of information in carrying out required duties. Performs duties as assigned to ensure efficient and effective operations.

Other related duties may be assigned.

Work Schedule: Monday through Friday 8:00am-4:30pm Recruitment Incentive (Sign-on Bonus): Not Authorized Pay: Competitive salary and regular salary increases When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

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: as determined by the agency policy and supervisor's discretion.

This is not a remote position. Virtual: This is not a virtual position. Functional Statement #: 52548-A Permanent Change of Station (PCS): Not Authorized