The Supervisory Medical Support Assistant serves as the direct line supervisor for Medical Support Assistants (MSA) GS-6 and GS-7 in Mental Health Service (MHS) supporting the Outpatient Clinic consisting of general mental health, substance abuse, MHICM RANGE, PRRC, OEF/OIF, and the Substance Abuse Residential and Rehabilitation Therapy Program (SARRTP), as well as trauma recovery, suicide prevention, primary care-mental health integration and other outpatient clinics that require MSA support.

Duties

The Supervisory MSA typically supervises 6-8 MSAs from GS-5 to GS-6 level in an assigned group of clinics that are aligned within MHS. The incumbent will have full supervisory responsibility over assigned MSAs. The Supervisory MSA is an important interface with the MHS and is a liaison between MHS and MSAs to provide a range of administrative support. Duties include but are not limited to: Assignments at this level include but are not limited to 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 action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSA activities. Incumbent is also responsible for extracting and analyzing data from a variety of sources in order to provide reports to senior management in support of performance measures. Assigns work to employees in clinics, particularly new duties, or major projects, which are undertaken periodically. Develops and issues policy procedural memoranda with written instructions on the handling of non-routine or complex assignments. Reviews work or work reports, feedback from MHS clinic supervisors and clinical nurse managers to assist in determining performance. Conducts random samplings and spot checks to evaluate employee performance. Recognizes training needs based on deficiencies noted. Coordinates with other MHS supervisors to administer a standardized quality assurance program. The Supervisory MSA acts as liaison with the professional staff of MHS, HAS, Inpatient MH, and other clinical services which require MHS support. Incumbent must maintain a good working relationship with the clinical staff and other departments in the facility and possess flexibility to adapt to changing situations. 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 tact 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. Interfaces with Patient Advocate and Customer Service Manager to ensure the highest quality of customer service delivery. Uses customer service reports to assess performance of employees and clinics as? a whole in meeting patient needs. Incumbent is the Subject Matter Expert in scheduling Outpatient appointments. Incumbent schedules outpatient clinic appointments using Veterans Health Information Systems and Technology Architecture (VistA) scheduling options. Uses VHA Directives and established business rules to schedule appointments for Veterans. This includes clinic visits, consultations, and entries into the Electronic Wait List (EWL). Complies with the mandatory training requirements for the outpatient scheduling process. Thorough knowledge of VHA Directives for: VHA Outpatient Scheduling Processes and Procedures, Process for Managing Patients When Patient Demand Exceeds Current Clinic Capacity, Priority Scheduling for Outpatient Medical Services and Inpatient Hospital Care for Service-Connected Veterans and Priority for Outpatient Medical Services and Inpatient Hospital Care. Knowledge of VA regulations, Systems Redesign Principles, local Medical Center Memoranda/policies, and standard operating procedures. The incumbent provides administrative support to Physicians, Physician Assistants, Nurses, Advanced Registered Nurse Practitioners, Peer Support, Social Workers, and other administrative and professional staff throughout the Primary Care and Specialty Clinics Service area. The outpatient program requires administrative scheduling and appointment coordination for diagnostic testing, and consultative appointments for many clinical services. The incumbent must provide excellent customer service and must adhere to VA local, National and Service policies and procedures. Performs other duties, as assigned. Work Schedule: Monday-Friday 7:30AM-4:00PM Telework Authorized: Ad-hoc; at discretion of Supervisor Relocation/Recruitment Incentives: Not authorized

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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. MSAs must be proficient in spoken and written English in accordance with VA Policy. 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 Determination: Supervisory Medical Support Assistant GS-8: In addition to the basic requirements above, all applicants must also meet the following grade requirement for a Supervisory Medical Support Assistant, GS-0679-8. They must have one (1) year of experience equivalent to the GS-7 grade level and also be able to demonstrate the KSAs listed below. Demonstrated Knowledge, Skills, and Abilities: 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 empowering the team to collaborate and resolve problems within a complex systems environment. Preferred Experience: Strong Supervisory experience. References: VA Handbook 5005/117, PART II, APPENDIX G45 Dated August 1, 2019; Medical Support Assistant Qualification Standard GS-0679. https://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf The full performance level of this vacancy is GS-08. Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability.

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 Charles George VA Medical Center 1100 Tunnel Road Asheville, NC 28805 US
• Name: Christina Trull
• Phone: 828-318-6521
• Email: [email protected]