Supervisory Medical Support Assistant (Scheduler)

Full Job Description

The Supervisory MSA (Scheduling Supervisor) at this level plans and directs programs at a medical center and/or satellite outpatient clinic, or offsite location and is delegated full supervisory responsibility.

The Supervisory MSA is delegated full administrative responsibility for planning and directing the MSA's activities under the following sections in Health Administration Service (HAS) - including but not limited to, Mental Health, Medicine, MSA Float Pool, Call Center, etc.

Basic Requirements: Education and 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 one year above high school; OR equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable Certification: None required.

Physical Requirements: Outlined below Grade Determinations: To qualify for the GS-8 grade level, you must have one year of experience equivalent to the GS-7 grade level leading or supervising MSAs or equivalent administrative patient support in a non-VA medical inpatient, outpatient, or interdisciplinary setting.

In addition, candidates must demonstrate, in their resume, all of the Knowledge, Skills & Abilities (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.

References: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

Physical Requirements: The duties of the position require periods of sitting, standing and walking.

Some stressful situations may occur when communicating with patients and their families who may have multiple physical, mental and psychosocial problems and needs.

There may be occasional visits to on and off-site VA nursing homes and clinics for patient and staff education regarding scheduling.

Incumbent must communicate effectively to individuals as well as in a group setting. Major Duties:

Supervision.

Carries out a full range of administrative and supervisory duties, to include assignment of work, performance evaluations, selection of staff, and recommendations for awards and advancements.

Organizes work, sets priorities, and delegates tasks and responsibilities in order to meet deadlines.

Communicates skillfully with individuals in order to obtain the desired effect, while ensuring compliance with established policies and regulations.

Manages staffing requirements, manages priorities, and coordinates work in order to complete duties in an accurate and timely manner.

Follows up on pending issues while demonstrating an understanding of the impact of work not completed. Provides briefings, orientations, staff development, and training. Resource Management.

Manages fiscal matters, forecasts resource and equipment needs, and identifies budgetary needs. Demonstrates Courtesy and Professionalism.

Shows courtesy, respect, and a positive attitude toward patients, co-workers, subordinate staff, and the public.

Demonstrates ability to collaborate, communicate, set priorities, and organize work in order to meet deadlines and to ensure compliance with established processes, policies, and regulations.

Identifies Customers' Concerns. Applies discernment and sensitivity when performing tasks required to resolve issues accurately and timely.

Facilitates any necessary follow-up so as to ensure satisfactory resolution. Communicates tactfully and effectively, both orally and in writing, in order to meet program objectives.

Demonstrates advanced knowledge of technical health care processes as they relate to patients' access to care.

Collaborates, communicates, and demonstrates customer service and interpersonal skills with all healthcare professionals in order to ensure quality and continuity of care and as well, to ensure compliance with established policies and regulations.

Advanced Clinical Support. Demonstrates advanced knowledge of managing a clinic and authoritatively utilizes various reference sources.

Makes decisions and empowers others to collaborate in order to resolve problems within a complex systems environment.

Applies authoritative knowledge of policies and procedures associated with operational activities that affect patient flow, patient care, and the revenue process. Operates Computerized Programs.

Utilizes computerized programs and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, authorization systems, and/or reporting formats.

Maintains patient confidentiality with written and verbal information, per HIPAA requirements.

This may include preparing reports in various formats and presenting data to various organizational levels. Applies Knowledge of Medical Terminology.

Demonstrates advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians in order to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility.

Employee Education.

Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor.

Other assignments.

Include, but are not limited to: participating and providing input in problem solving on operational issues or procedures in team meetings; performing administrative follow-up actions; participating in and independently following up on team huddles by sharing information and collaborating with clinical staff to assure continuity of care; monitoring encounter activity to ensure timeliness standards are met for billing and workload capture.

Work Schedule: Monday - Friday, Dayshift Financial Disclosure Report: Not required Virtual: This is not a virtual position.

Telework: No Functional Statement #:91467-A Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Recruitment Incentive: Not Authorized