Supv Medical Support Assistant

Full Job Description

The Supervisory Medical Support Assistant works at the San Francisco VA Health Care System (SFVAHCS), of the Sierra Pacific network (VISN 21).

This position is located within the Office of Community Care (OCC).

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 1 year of experience at equivalent to the next lower level of GS-07. 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. 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.

Specialized Experience: Leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.

Ability to collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations; Ability to communicate tactfully and effectively, both orally and in writing, in order to meet program objectives.

This may include preparing reports in various formats and presenting data to various organizational levels; Advanced knowledge of the technical health care process as it relates to access to care; Advanced knowledge of managing a clinic.

This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment; Advanced knowledge of policies and procedures associated with operational activities that affect the patient flow, patient care, and the revenue process; and Advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians.

Experience may also include assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; and organizing the work structure of his/her assigned area.

Grade Determinations: GS-08 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.

Demonstrating Knowledge, Skills, and Abilities ( 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.

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).

References: VA Handbook 5005/117 Part II Appendix 45 Qualification Standards for 0679 Medical Support Assistants. The full performance level of this vacancy is GS-08.

Physical Requirements: The work is sedentary. It occasionally requires carrying of light objects such as files, books and papers; some walking, standing, and bending.

No special physical qualifications are required. Major Duties:

The Supervisory MSA collaborates with and has an extensive knowledge of all clinical applications, services and programs, to include but not limited services within the OCC.

The Supervisory MSA is flexible, multi-skilled and creative in solving everyday challenges unique to this standalone service.

The Supervisory MSA assigns work and daily priorities to the Lead and Advanced MSAs and ensures the goals and mission of the Office and Health Care System are being met.

The Supervisory MSA is responsible for all performance management functions related to Lead MSA's and Advanced MSA's.

The Supervisory MSA applies principles, methods, and guidelines to evaluate administrative operations to determine best practices for organizing administrative work and the flow of information throughout the service.

The Supervisory MSA must take into consideration the staff ratios and skill mixes needed to accomplish the work.

Analysis results in recommendations for improvement and implementation of new systems and processes that are discussed with the rest of the management team for decisions regarding the efficiency of service operations.

The Supervisory MSA performs duties related to the receipt, intake and indexing of health and administrative information.

The Supervisory MSA will interface with personal computer (PC) applications as well as numerous Veterans Health Information and Technology Architecture (VistA), applications.

The Supervisory MSA will serve as a backup for time and leave management processing.

The Supervisory MSA must possess a high degree of tact and diplomacy when dealing with Veterans who have multiple medical problems and may be frustrated with the administrative process associated with coordinating treatment with community care providers.

The Supervisory MSA provides a variety of complex and unique duties in support of the" Mission Act".

The Supervisory Advanced Medical Support Assistant will conduct and triweekly team huddles to assist with the coordination of patient care management, deploying customer contact and call center strategies, monitoring performance of the unit and make recommendations for improving the Veteran access to care and experience with VA and community care providers.

The Supervisory MSA plans and directs programs within the Office of Community Care.

The Supervisory MSA is responsible for implementing and deploying operational changes when necessary to ensure care in the community is provide in accordance with MISSION Act guidelines.

Assignments at this level include but are not limited to; assigning and evaluating the work of subordinate staff, resolving complex problems to ensure patient requirements are met.

Analyzing staffing and workload patterns to ensure appropriate coverage of workload needs. Planning work to be accomplished by subordinates, setting and adjusting priorities.

Determining appropriate tours of duty. Approving or denying leave. Evaluating performance, rating employees, and recommending performance awards. Interviews and selects subordinate staff.

Advises Program Manager with process improvement suggestions and new strategies by extracting and analyzing data to better manage care access and ensure compliant appointment management practices per the MISSION Act and scheduling directive guidelines.

Manages CPRS view alerts from providers, correspondence from external community care affiliates, caregivers, family support staff and Veterans for needed actions involving patient care and follow-up.

The Supervisory MSA ensures subordinate Lead and Advanced MSAs appropriately manage inquiries and requests for care in the community to ensure requests are routed to the appropriate external provider and scheduled timely in accordance with MISSION Act and VA guidelines.

Supervisory MSA has full administrative and professional responsibility for planning and directing the Lead and Advanced MSAs activities.The Supervisory MSA is the administrative resource for Community Care scheduler and frontline customer care and outreach roles and responsibilities.

The Community Care Program has several sections which function in unison, each with a specific function in facilitating and obtaining coordinated care in the community for the Veterans.

The Supervisory MSA is the administrative focal point for the programs as regards to their operations management, including personnel staffing issues, workload adjustments, supplies, space arrangements, data collection, section workload and analysis.

The Supervisory MSA is the primary point of contact for daily call center and CRM operation management and for all reporting and other management information needed regarding the call center and CRM tool.

Other duties as assigned. Work Schedule: Monday - Friday 8:00am-4:30pm or as determined by supervisor Virtual: This is not a virtual position.

Relocation/Recruitment Incentives: Not authorized Financial Disclosure Report: Not required