Supervisory Medical Support Assistant

Full Job Description

The incumbent will normally work at Audie L. Murphy VAMC in San Antonio, Texas within Health Administration Service (HAS), but may be required to work at the other locations as necessary.

Incumbent may be required to work various tours of duty on a rotating or as needed basis to provide required coverage, five (or seven) days a week and/or evening, nights and weekends.

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. Certification. None required. Grandfathering Provision.

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).

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. Physical Requirements. See VA Directive and Handbook 5019. 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.

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.] 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.] Preferred Experience: -1 Year scheduling medical appointments -1 Year auditing appointments and scheduled -Training and orienting Medical Support Assistants -1 Year performing competency assessments on schedulers -Resolving customer complaints -Collaborating with clinical staff 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.

Physical Requirements: This position requires long periods of sitting; this position is subject to rotate or floats to different locations, units and/or work stations based on the needs of the health care system.

Major Duties:

Duties may include but are not limited to: Interviews and selects new employees subject to the approval of the Chief, MAS.

Tracks the progress of new employees, evaluates the performance of all assigned Advanced Medical Support Assistants (AMSAs) and/or Medical Support Assistants (MSAs), counsels when necessary, and submits justification for incentive awards or personnel actions.

Identifies and anticipates changes or trends, which could have Medical Center wide significance or create substantial changes to the operations.

Develops and maintains a quality improvement program for the AMSAs and/or MSAs, collect data on performances such as customer service and accurate order implementation.

Ensures ongoing multi-disciplinary teamwork, excellent customer service, and accurate order implementation.

Plans and directs the AMSA and/or MSA activities within all applicable impatient and outpatient clinics/wards.

Ensures administrative procedures are accomplished in accordance with specified guidelines and within established timeframes.

Operates in a highly diversified and requires high performance and leadership qualities of the incumbent.

Assignments at this level include, but are not limited to assigning and evaluating the work of subordinate staff; resolving complex issues to ensure patient services are met; identifying educational or training needs of subordinate staff and full supervisory responsibility for supervising at least one subordinate team leader and up to numerous staff levels AMSAs and/or MSAs.

Develops or updates procedures, policies, or standards.

Develops an ongoing customer service program with emphasis on the first impression, interacts with waiting patients, developing trust and setting the tone for the patient experience.

Consults with managers or other personnel to resolve problems in areas such as performance, staffing, or work schedules.

Makes recommendations to management concerning such issues as staffing decisions or procedural changes.

Provides employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. Work Schedule: Monday-Friday, 7:30a.m. to 4:00p.m. or 8:00a.m. to 4:30p.m.

Telework: Ad-hoc Functional Statement #: 54662-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized