Located in Medical Administration Service of the South Texas Veterans Health Care System (STVHCS), this position provides administrative and clerical assistance; guidance and support to professional staff and manages the day-to-day activity on the inpatient treatment unit ensuring policies and procedures are followed as they relate to Medical Administration Services operations.

Duties

Assignments at this level include but are not limited to: Assigning and evaluating the work of subordinate staff; resolving complex issues to ensure patient services are met; identifying educational or training needs of subordinate staff and full supervisory responsibility for supervising at least one subordinate team leader and up to numerous staff levels AMSAs and/or MSAs. Supervisor may be required to work various tours of duty on a rotating or as needed basis to provide required coverage, five (or seven) days a week and/or evening, nights, and weekends. Interviews and selects new employees subject to the approval of the Chief, MAS. Tracks the progress of new employees, evaluates the performance of all assigned Advanced Medical Support Assistants (AMSAs) and/or Medical Support Assistants (MSAs), counsels when necessary, and submits justification for incentive awards or personnel actions. Identifies and anticipates changes or trends, which could have Medical Center wide significance or create substantial changes to the operations. Develops and maintains a quality improvement program for the AMSAs and/or MSAs, collect data on performances such as customer service and accurate order implementation. Ensures ongoing multi-disciplinary teamwork, excellent customer service, and accurate order implementation. Plans and directs the AMSA and/or MSA activities within all applicable impatient and outpatient clinics/wards. Ensures administrative procedures are accomplished in accordance with specified guidelines and within established timeframes. Makes recommendations to management concerning such issues as staffing decisions or procedural changes. Provides employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. Extracts and analyzes data to provide reports in support of performance measures to all levels of management. Creates and runs reports on an ongoing basis to identify areas of opportunity. Makes personnel assignments, adjusting schedules to cover frequent absence of personnel on short notice and for ensuring that adequate coverage of assigned wards is always maintained. Manages eligibility and enrollment of Veterans into the VA Health Care system, ensures that applications are processed, financial information (Means and Co payment Tests) is collected, and that Health Insurance Coverage is identified and collected since insurance collections help supplement services and benefits to enrolled Veterans and beneficiary travel entitlements. Works with HIMS and Quality Management staff to ensure appropriateness of Medical Records and that we are following Joint Commission and other established compliance standards. The Supervisor makes assignments by defining the overall objectives, priorities, and deadlines. Handles conflict and problems relating to the customer in a constructive and appropriate manner. Work Schedule: Monday-Friday 07:30-16:00 or 08:00-16:30 Telework: Ad-hoc Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: No Incentives Authorized. Financial Disclosure Report: Not required

Requirements

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: 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, 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 Certification: None required. 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: (1) Such employees may be reassigned, promoted, or changed to a lower grade] within the occupation. (2) 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. (3) 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 3.j. 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: 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. Preferred Experience: *One year work experience scheduling medical appointments *One year work experience auditing appointments and scheduled *Experience training and orienting Medical Support Assistants *One year experience performing competency assessments on schedulers *Experience resolving customer complaints *Experiences collaborating with clinical staff References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standard GS-0679 Veterans Health Administration August 1, 3019. 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: 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: 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.

Contacts

• Address Audie L Murphy Memorial Veterans Hospital 7400 Merton Minter Boulevard San Antonio, TX 78229 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]