Supervisory Medical Support Assistant

Full Job Description

Position is located at the VA Clinic Jacksonville NC.

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

Area of Consideration - Current, permanent VHA employees only.

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.

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.

Grade Determinations: Supervisory Medical Support Assistant, GS-8 Experience: Must have 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.

Assignment: Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics.

They have full responsibility for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.

Assignments at this level include, but are not limited to: 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.

The employee 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.

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

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate ALL of the KSAs below: 1.

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.

2.

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.

3. Ability to provide briefings, orientations, staff development, and training in a patient support setting. 4.

Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. 5. 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.

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 GS-08.

Physical Requirements: The work requires some physical exertion, such as extended periods of walking while making clinical rounds or making contacts with other services of the Medical Center.

There are also some requirements for standing, twisting, bending, sitting, and carrying of supplies. Must be able to lift (30 lbs.) and carry short distances. Major Duties:

Duties and responsibilities for this position include, but are not limited to the following: Thorough knowledge of VHA Directives for: VHA Outpatient Scheduling Processes and Procedures, Process for Managing Patients When Patient Demand Exceeds Current Clinic Capacity, Priority Scheduling for Outpatient Medical Services and Inpatient Hospital Care for Service-Connected Veterans and Priority for Outpatient Medical Services and Inpatient Hospital Care.

Knowledge of VA regulations, Systems Redesign Principles, local Medical Center Memoranda/policies, and standard operating procedures.

Thorough knowledge of eligibility for VA medical care, priorities for care, release of information, Health Information Portability and Accountability Act (HIPAA) Laws, and the Medical Fee Basis programs.

Must have knowledge of and be able to provide information about VA Medical Care Cost Recovery Program to patients regarding insurance data collection and revenue collection.

Skill in compiling readily available data from prescribed sources; knowledge of the organization to search records, files, or electronic data systems to locate information needed, and to verify information given.

Familiarity with one or more established automated systems to enter, correct, and retrieve factual information.

Must possess thorough, detailed, and technical knowledge and understanding of clinic scheduling processes and services to function in and interact with various clinical entities throughout the hospital.

Employee must have thorough, detailed, and technical knowledge and understanding of the ability to apply policies and procedures associated with scheduling and operational activities that affect workload data.

This mission essential position provides supervisory medical administrative scheduling support to one or more outpatient clinics and is an integral member of clinical teams to effectively carry out day-to-day administrative scheduling operations of the clinic.

Responsible for assuring accurate, complete, and timely appointment management and the coordination of all administrative information between the professional staff and the patient.

This includes updating and verifying demographic information, scheduling face-to-face, virtual, and non-traditional appointments, collecting insurance information, data entry and extraction, administratively managing consultation requests, clinical electronic waiting list, and notifying the patient, or designee, of his/her scheduled appointment or changes in clinic scheduling (ex.

face-to-face appointment converted to Telehealth appointment or other non-traditional appointment).

The Supervisory Medical Support Assistant (MSA) must demonstrate technical competency in the use of the VistA, CPRS, VSE, VSSC, or other scheduling systems.

Orients medical staff to basic administrative policies and procedures dealing with outpatient scheduling practices and other administrative topics.

Serves as the direct line supervisor for the Lead Medical Support Assistant(s) and all Medical Support Assistant (MSA) staff and is a foundational role within the VHA Primary Care Patient Aligned Care Team (PACT) and all interdisciplinary clinics that support the to include Compensation and Pension (C&P), Specialty Medicine, Behavioral Health, UCC/ED, Surgery/OR, and Clinical Contact Call Center operations.

Plans and directs programs at medical centers and/or satellite outpatient clinics and has full supervisory responsibility for supervising at least one subordinate team leader.

Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decisions on personnel vacancy selections; evaluating employee performance and conduct, and taking progressive disciplinary action when necessary.

Works collaboratively in an interdisciplinary coordinated care delivery model (i.e.

PACT, Specialty Medicine, Behavioral Health, C&P, UCC/ED, Surgery/OR, and Clinical Contact Call Center) and performs all related duties associated with customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics.

He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage needs occur.

All other assigned duties. Work Schedule: Monday - Friday, 8:00am to 4:30pm. Telework: Not Available. Virtual: This is not a virtual position. Functional Statement #: 000000.

Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. Financial Disclosure Report: Not required.