Supervisory MSA (CITC)

Full Job Description

The Supervisory MSA assists in planning and directing VA Community Care Programs at the Durham VA Medical Center.

The incumbent serves as Supervisory Medical Support Assistant in the VA Care In The Community (CITC) department. United States Citizenship: Citizen of the United States.

Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).

Experience and Education: 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 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.

Supervisory MSAs plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility.

Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate MSA staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved clinic operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary.

The employee has full administrative and professional responsibility for planning and directing the MSA's activities.

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.

Specialized Experience must possess one year of specialized 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.

**Resume must include hours per week for work experience credit.

** 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 12 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 GS-8.

The actual grade at which an applicant may be selected for this vacancy is GS-8. Physical Requirements: See VA Directive and Handbook 5019. Major Duties:

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

Assignments at this level include, but are not limited; 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; making final decisions on selections; evaluating performance, and taking disciplinary actions when necessary.

The employee has full administration and professional responsibility for planning and directing the MSA's activities.

Responsible for extracting and analyzing data in order to provide reports in support or performance measures to seniors management.

The Supervisory MSA works collaboratively in an interdisciplinary coordinated care delivery model and preforms all related duties, customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics.

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 through the use of 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 return 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(s) contributes to the revenue collection process by identifying patients with third party insurance. Promotes Veteran registration for and utilization of MyHealthyVet (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 fact 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.

A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone.

When records are received, the incumbent(s) will ensure that all necessary health/administrative information are integrated into Computerized Patient Records System (CPARS) by sending the documents to the appropriate department for scanning.

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

Incumbent(s) must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: a.

Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone.

This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. b.

Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. c.

Daily review of active/pending consults, Electronic Wait List, Recall list and Audiocare communications for accuracy and disposition. d.

Must be able to interpret and communicate requirements for such areas Care in the Community, Health Benefits, Emergency Room, Ward Administration and any other services with approved MSAs.

The Supervisory MSA may be asked to participate in the daily teamlet huddles and weekly team meetings where patient care planning and management occur.

Incumbent(s) will rotate this to assure all MSA staff is in attendance and understand the process. All other duties as assigned.

Work Schedule: Monday - Friday 8:00 am - 4:30 pm Telework: Not eligible for Telework Virtual: This is not a virtual position Financial Disclosure Report: Not required