Supervisory Medical Support Assistant

Full Job Description

The Supervisory, Medical Support Assistant in Community Care is aligned under the direct supervision of the Deputy Chief, Community Care.

The incumbent is responsible for planning and directing administrative and technical duties in support of Community Care referral management and is delegated full administrative supervisory responsibilities.

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. Experience and Education.

(1) 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, (2) Education.

One year above high school; OR, (3) 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).

Grade Determinations: Preferred Experience: One year of lead or supervisory experience in an ambulatory care setting. One year of outpatient clinic appointment scheduling.

Working knowledge of the Microsoft Office Suite, especially the Word and Excel platforms. Experience prioritizing work to manage workflow and provide exceptional patient care.

Experience coordinating with community care providers to receive required documentation for referrals and consults. Experience auditing and reconciling documents for payments and claims.

An in-depth knowledge of VA healthcare eligibility and priority groups. Supervisory Medical Support Assistant, GS-08 (a) 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.

(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: i.

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.

ii.

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.

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

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

The full performance level of this vacancy is GS-08. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position.

May require standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing.

May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment.

Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated, and ventilated.

However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations. Major Duties:

The Supervisory MSA plans and directs programs at medical centers and has full supervisory responsibility for supervising at least one subordinate team leader or supervisor.

Assignments 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; Evaluating performance, and taking disciplinary action when necessary.

Incumbent has full administrative and professional responsibility for planning and directing the MSAs' activities.

The Supervisory MSA is responsible for extracting and analyzing data to provide reports in support of performance measures to senior management.

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 occurs.

Supports patient safety standards using the correct Veterans Affairs identification of all patients using two forms of identification, name and full Social Security Number.

The patient may also present the Veterans Health Identification Card (VHIC} for identification.

When assisting the MSA staff in the check-in process, he/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.

Assures MSA staff explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients.

Assures staff collects, scans, and updates health insurance information serving a major role in the revenue process.

The incumbent contributes to the revenue collection process by identifying patients with third party insurance. Promotes veteran registration for and utilization of MyHealtheVet (MHV).

Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.

Incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to the appropriate department for scanning.

Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the desired information using privacy rules and established clinic processes.

Incumbent trains staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities.

The Supervisory MSA participates in the daily teamlet huddles and weekly team meetings where patient care planning and management occur.

Work Schedule: Monday - Friday - 7:30am - 4:00pm (Subject to change based on facility needs) Telework: Not Available Virtual: This is not a virtual position.

Functional Statement #: 629-00052-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized