Supervisory Medical Support Assistant

Full Job Description

The Supervisory Medical Support Assistant works under the general supervision of the Administrative Officer and provides the full range of administrative and supervisory duties which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or achievements in the Community Care Customer Service Call Center.

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 or other 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. Grandfathering Provision.

All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation.

For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.

Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard.

If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

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 3j.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 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.

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.

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.

The full performance level of this vacancy is GS-08. Physical Requirements: Physical demands do not exceed those of a typical office setting.

Subject to normal pressure in meeting scheduling and appointment deadlines.

Work is primarily sedentary but may require some walking, bending, standing, lifting, stooping, climbing stairs, carrying computer reports, files, manuals, and ledgers.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Major Duties:

Duties of the Supervisory Medical Support Assistant includes but is not limited to: Collaborate, communicate, and demonstrate customer service and interpersonal skills with all healthcare professionals to ensure quality and continuity of care and ensure compliance with established policies and regulations.

Provide briefings, orientations, staff development, and staff training.

Monitors and makes work assignments for lower grade Medical Support Assistant (MSA) positions, typically to Advanced MSAs (AMSA) and Lead AMSAs (LMSA).

Provides input on all LMSA and AMSA performance and resolves workplace issues that arise.

Supports the Community Care Service regarding clinical profile management and utilization via various reports using Cisco Unified Intelligence Center, Power BI, Pyramid..

Responsible for the daily staffing assigned services, assuring adequate support staff is available, including coordinating of annual and sick leave amongst the sites.

Identifies educational and/or training needs, including on-the-job training to all new and established AMSAs.

Participates in the hiring processes and decision of AMSA and LMSA selections, evaluates performance, completes Employee Performance Appraisals, and assists in taking disciplinary action when necessary.

Responsible for extracting and analyzing data to provide reports in support of performance measures to senior management within the Community Care Service.

Plans and organizes work with the general assistance from their supervisor to meet local and VHA-wide timeframes to complete analysis requirements, reports, and special assignments and refers to the non-routine and high technical problems to their supervisor.

Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative employees and clinicians, or difficulty in securing information from clinicians or the record.

Routinely communicates with all healthcare professional staff using sound interpersonal skills and is constantly aware of the sensitive information. All additional duties as assigned.

Total Rewards of a Allied Health Professional Work Schedule: Monday-Friday, 8 am - 4:30pm EST, Subject to change with management discretion to accommodate the needs of the VA Mission.

Virtual: This is not a virtual position. Functional Statement #: 82424F Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized