Supervisory Medical Support Assistant (Enrollment & Eligibility Coordinator)

Full Job Description

The Supervisory Medical Support Assistant (SMSA) position serves as the direct line supervisor for the Lead Medical Support Assistant, Enrollment and Eligibility (E&E) Medical Support Assistants (Advanced), the Customer Service receptionist, front line Emergency Room Medical Support Assistants (Advanced) and the Environmental Registry Program Medical Support Assistant (Advanced MSA).

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met.

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.

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.

NOTE: Foreign Education - To be creditable, education completed outside the U.S.

must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S.

programs; 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).

Creditable Experience: Knowledge of MSA Practices.

To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting.

Experience satisfying this requirement may be paid/non-paid employment as a] MSA or an equivalent position in a non-VA hospital or clinic setting.

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.

Part-Time Experience: Part-time experience as an MSA or equivalent administrative patient support in a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek.

For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one fulltime workweek of credit for each [two] weeks of service.

Grade Determinations: In addition to the basic requirements for employment the following experience criteria must be met when determining the grade of candidates: Supervisory Medical Support Assistant, GS-08: Experience: One year of experience equivalent to the GS-07 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.

Examples of specialized experience include, but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.

AND 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.

Note: You must provide detailed information of your experience performed. Information such as "I was a Medical Support Assistant is insufficient to determine your qualifications.

Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hour worked per week.

References: 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.

This position will be filled at the GS-8 level. Physical Requirements: The work is primarily sedentary and walking.

The work requires the ability to handle multiple demands simultaneously in dealing with a wide variety of clients on a daily basis. Tasks will require prolonged use of computers.

There are lengthy periods of sitting, interrupted by intervals of walking and climbing stairs about the medical center to make the many personal contacts required of this position. Major Duties:

The supervisor plans, organizes, and directs the activities of Enrollment & Eligibility (E&E), ER and Environmental Registry operations, ensuring that the Patient Services Section complies with legal and regulatory requirements and meets customer needs.

Develops goals and objectives that integrate VAMC and Patient Services objectives.

Researches, interprets, analyzes and applies VHA Directives and standard operating procedures applicable to Patient Services operations which are typically published by the Member Services program office.

Establishes policies and procedures for accomplishment of Patient Services operations. Plans and schedules work in a manner that promotes smooth flow and even distribution.

Coordinates plans and schedules with other organization managers and customers as appropriate. Work Schedule: Full Time Monday - Friday 7:30am - 4:00pm.

Recruitment Incentive (Sign-on Bonus): Not Authorized. Telework: Not Available. Virtual: This is not a virtual position.

Functional Statement #: 61254F Permanent Change of Station (PCS): Not Authorized.