Supervisory Medical Support Assistant

Full Job Description

The Richmond VA Medical Center is searching for two Supervisory Medical Support Assistants in the Neurology Service, sleep division.

The Supervisory MSA provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver.

The Supervisory MSA will work closely with the sleep technicians, providers and other AMSAs in the service to ensure all scheduling mandates are met.

Also, will be in charge of employee reviews, hiring and other HR actions.

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 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 OR; Experience/Education Combination.

Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

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.

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) Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable (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 13 empowering the team to collaborate and resolve problems within a complex systems environment.] Preferred Experience: Consult resolution, Clinic modifications, workflow management, EARR report, CUSS report, understanding of Vista and timecards preferred.

Also, experience with ISS, CPRS, Consult management toolbox. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

The full performance level of this vacancy is 08. The actual grade at which an applicant may be selected for this vacancy is a 08.

Physical Requirements: Position requires visual acuity, adequate auditory perception, clear distinctive speech, and manual dexterity. Position requires extended periods of sitting.

The position may require some bending and carrying of items.

The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations and able to shift priorities based on patient needs.

Must meet Employee Health mandates as a condition of employment. Major Duties:

The Supervisory MSA has full responsibility for supervising at least one subordinate MSA team leader, supervisor or equivalent administrative patient support staff in HAS.

Duties include but 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.

Working collaboratively with CVHCS programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.

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.

Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within CVHCS or directs the contact to the appropriate discipline within HAS or department for resolution.

Screens incoming contacts and independently routes the contacts to the appropriate area for resolution.

Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness.

Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.

Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.

Provides accurate details of organizational information to Veterans regarding the different services the VA offers. Provides high-quality customer service to Veterans and their families/caregivers.

Communicates tactfully and effectively to customers. Resolves Veteran complaints as appropriate. Performs duties as assigned to ensure efficient and effective operations.

Work Schedule: Monday - Friday, 8 am - 4:30 pm Telework: Available, ad-hoc Virtual: This is not a virtual position.

Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized