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Supervisory Medical Support Assistant

Company: Veterans Affairs, Veterans Health Administration
Location: Kerrville
Posted on: May 16, 2022

Job Description:

Summary The Supervisory Medical Support Assistant (MSA) is responsible for ensuring the management of accurate and timely patient care coordination in outpatient clinics (primary and/or specialty), coordinating clinic administrative support activities in conjunction with the clinic director, nursing team leader and staff. Incumbent responsible for leading staff to carry out administrative activities in a patient centered manner. This positon will be working at the Kerrville, Texas VA hospital campus Responsibilities The work directly contributes to patients receiving timely access to VHA care in a consistent and efficient manner (including the provision of priority care for Service Connected veterans) and is critical to providing information which affects revenue for the facility. The quality of work directly impacts the effectiveness of health care provided to veterans and the ability of the medical Care Cost Recovery (MCCR) to effectively generate revenue. Incumbent interacts with all levels of the general public and medical center staff. The incumbent acts as contact and resource for answering a variety of patients' questions regarding VA health care access, information and assistance and/or refers to appropriate assistance in a timely manner. Interacts extensively with Health Administration Service (HAS) staff as well as staff of other departments. The incumbent receives personal and telephone contacts from a wide variety of callers, including patients, patient's families and representatives, physicians, nurses, various serviceemployees and staff within the organization. Requires excellent skills in customer service, problem solving and conflict resolution.The work involves gathering information, identifying issues and developing recommendations to resolve substantive problems within the Outpatient Clinic section. Originality is required in refining existing work methods and techniques to ensure administrative goals are met. The incumbent constantly works under competing priorities and must prioritize tasking using knowledge of organizational goals and priorities.The incumbent is delegated authority necessary to manage assigned clinical administration areas, performing the full range of supervisory duties and responsibilities to effectively utilize the manpower and resources allocated to HAS. This includes setting team goals and technically directing the work of subordinates. It requires planning, - assigning, reviewing and accepting/rejecting work done by subordinates. Develops work schedules for employees to support workload. Evaluates work performance and completes performance appraisals and disciplinary actions for all employees assigned to section. Establishes and clearly communicates performance plans and expectations to staff. Provides informal feedback and periodically reviews employee performance. Resolves informal complaints and grievances. Reviews and approves or disapproves routine leave requests. Provides information and input to the Chief of HAS concerning promotions, reassignments, recognition of outstanding performance and other personnel issues. The incumbent coordinates and approves the leave of HAS clinical administrative staff and arranges cross coverage to provide adequate clerical coverage for outpatient and primary care clinics and other related activities. The incumbent instructs employees in assigned tasks and job techniques, conducts formal and informal on-the-job training, and answers questions on procedures, policies and directives.The incumbent sets up clinic profiles in consultation with the appropriate clinical and administrative staff; in addition, he/she cancels, reschedules and blocks clinic appointments based on provider schedules in accordance with approved provider leave and facility policy. This will require tracking leave of administrative and clinical staff. In the event of clinic cancellations, incumbent ensures that patients are notified according to policy. Incumbent will also reschedule patients with special needs or issues. The incumbent is responsible for administrative support to clinics. This includes composing letters as part of supervisory duties (e.g., advanced sick leave requests, donated sick leave request, personnel actions, etc.), composing and sending letters to patients when necessary and helping patients get necessary forms or letters processed correctly. The incumbent will attend staff meetings for all the clinics he/she supports, including provider meetings, and will meet daily or weekly with the nurse team leader and clinic director. This ensures that the Supervisory MSA is working with the clinical staff as an integral part of the team and that communication is constantly flowing with the nurse team leader, clinic director, and Chief of HAS. The incumbent is expected to be a communication facilitator, arranging meetings and in-services as necessary to ensure that information and knowledge are communicated to all staff. In addition, the incumbent is responsible for providing input to the Chief of HAS concerning policy, and manual updates applicable to the clinic. Work Schedule: Monday through Friday, 7:30am to 4:00pm or 8:00am to 4:30pm Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. You may be required to serve a probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Must pass pre-employment physical examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications 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. (1) 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, (2) Education. One year above high school; OR, (3) 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. 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). Preferred Experience: 1 year work experience scheduling medical appointments 1 year auditing appointments Experience training and orienting Medical Support Assistants 1 year experience performing competency assessments on schedulers Experience collaborating with clinical staff Experience resolving customers/patient complaints Grade Determinations: Experience. One year of experience equivalent to the GS-6 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 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. 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 [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 related to administrative functions in a patient support setting]. iv. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. References: VA Handbook 5005/117, Part II Appendix G45 The full performance level of this vacancy is GS-7. The actual grade at which an applicant may be selected for this vacancy is GS-7. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds. Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: If your school has changed names, or is no longer in existence, you must provide this information in your application. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. Additional Information This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.

Keywords: Veterans Affairs, Veterans Health Administration, San Antonio , Supervisory Medical Support Assistant, Healthcare , Kerrville, Texas

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