Supervisory Medical Support Assistant
Company: Veterans Affairs, Veterans Health Administration
Location: Kerrville
Posted on: May 16, 2022
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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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