Supervisory Medical Support Assistant - Physical Medicine and Rehabilitation/Neurology

Full Job Description

The incumbent is an integral part of a large Physical Medicine and Rehabilitation (PM&R) and Neurology Department within the Minneapolis VAHCS.

Basic Requirements: Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).

Experience. No experience required. Education.

High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

Licensure/Certification/Registration. None Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. English Language Proficiency.

Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

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: Supervisory Medical Support Assistant, GS-8: (a) 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.

(b) 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.

(c) 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.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is 8.

Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position.

Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. Major Duties:

Duties of this position are, but not limited to: Performs the administrative and personnel management functions relative to staff supervised including management of leave and unplanned staffing shortages, interviews candidates, recommends appointments, awards, promotions or reassignments.

Plans, distributes and balances workload among employees in accordance with priorities, and established workflow. Sets and adjusts short-term priorities. Assures timely accomplishment of the workload.

Performs a variety of administrative functions including management of day-to-day operations, assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure quality of work, ensuring timely & accurate scheduling of appointments, providing guidance to staff members to include policies and procedures, distributing and balancing workload, fielding and resolving customer complaints.

Refers more serious unresolved complaints to a higher-level supervisor.

Work requires the ability to search, select, interpret, and apply numerous regulations and guidelines pertaining to administrative/clerical support functions, and organizational operating procedures.

Establishes guidelines and performance expectations for staff which are clearly communicated through the formal employee performance management system.

Observes workers' performance and conducts regular work performance evaluations/audits. Ensures all required standards are met and amends or rejects work not meeting established standards.

Provides advice, counsel, or instruction to employees on both work and administrative matters. Hears and resolves complaints from employees.

Refers group grievances and more serious unresolved complaints to a higher-level supervisor.

Effects minor disciplinary measures such as warnings or reprimands, recommending other action in more serious cases.

Maintains records and statistical data as requested for the purpose of workload and/or efficiency reports.

Collects and compiles information as needed to carry out the work of the clinic, department or service line.

Manages clinic appointments using established business rules including but not limited to consultations, scheduling, electronic wait lists, recall reminder, encounter action required reports, insurance capture, AudioCare and missed opportunities.

Possesses knowledge of quality assurance/performance improvement and system redesign principles. Conducts routine audits as related to appointment scheduling and consult management.

Creates and implements ways to eliminate or reduce significant bottlenecks and barriers to efficiencies. Insures proper level of supplies and equipment by sharing in the inventory and ordering process.

Is aware of safety concerns, regulations, policies and procedures, and employs appropriate safety practices.

Shares in the responsibility for clinic safety and maintenance including the environment of care and reusable medical equipment.

Orients/Instructs staff in administrative policies and procedures related to appointment scheduling, consult management, and other clinic/program administrative topics.

Identifies training needs of employees. Instructs employees in specific tasks and job techniques. Makes available reference materials and written instructions required for the tasks.

Develops competencies and other training tools as needed. Is aware of safety concerns, regulations, policies and procedures, and employs appropriate safety practices.

Shares in the responsibility for clinic safety and maintenance including the environment of care and reusable medical equipment.

Coordinates with internal/external sources to advise on needs and ensure administrative and logistical support.

Works with clinical operations team to develop and maintain operating procedures to ensure smooth operation of outpatient clinics.

Work Schedule: Administrative Days Telework: Ad Hoc may be available Virtual: This is not a virtual position. Functional Statement #: 000000