The Western New York VA Healthcare System -Buffalo Campus is currently recruiting for one Supervisory Medical Support Assistant for the Medical Administration Service. The incumbent is the direct supervisor for an area within Health Administration Services. S/he supervises employees who may be located in a variety of clinics throughout the healthcare system

Duties

As a supervisor in HAS s/he carries full supervisory authority including daily assignation of work, performance evaluation, making selection determinations, training of staff members, Additionally, the supervisor is responsible for evaluating performance of individuals within their purview and overall program performance through analysis of data available in VISTA, on the data warehouse and other sources. The incumbent interviews new candidates, makes recommendations for selections and works with HR to onboard new hires. S/he recommends employees for awards and/or advancements, recommends and takes corrective action on disciplinary matters, and responds to grievances or complaints. The incumbent works directly with Clinical Section Chiefs, Nurse Managers, and AOs to problem solve issues related to clinic operations, scheduling, etc. S/he may have to reassign resources to meet the needs of the various clinics they oversee; resolves escalated customer issues to include problems with scheduling, complaints, etc. that may come from the Patient Advocate, PX Manager, clinic manager, front line MSA, etc. The incumbent conducts monthly audits of the scheduling practices for each direct report. Providing feedback and remedial training as necessary to ensure that the national scheduling practices are adhered to by each MSA. The incumbent gathers data (e.g. return to clinic, pending consults, etc.) and evaluates efficiency of operations. S/he performs follow-up with MSAs, identifies barriers (e.g., consult review process in clinic that impedes meeting VHA requirements of scheduling within 2 days) and develops ways to break down barriers to efficiency by meeting with Clinical Service Chiefs, Group Proactive Manager, AOs, etc. The GS-07 Supervisor is responsible for the staff and program function within their assigned area. S/he must monitor daily performance statistics (e.g., Call Center incoming call volume, hold times, and abandoned call rates) and redeploy staff to meet VA measures, adjusting resources as needed based on demand, and takes into consideration available staff (e.g., monitoring call-in's and planned leave) in order to meet performance expectations with RTCs, consults, MRTs and call abandonment rates. Additionally, the incumbent must stay abreast of updates that effect operations such as changes in services provided, provider scheduling changes and changes to scheduling and/or call center directives. Employee plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports, special assignments and only refers the non-routine and highly technical problems to his/her supervisor. The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Is responsible for maintaining the confidentiality of information obtained to carry out required duties. Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Otherwise, works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required. Performance is judged in terms of overall effectiveness of the operation through broad general objectives, the adequacy and accuracy of the work, timeliness, and conformance to established procedures, policies and instructions. Work Schedule: Monday-Friday 8:00am-4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #:21M80A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Basic Requirements: Citizenship: United states Citizen English Language Proficiency: Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Experience and Education: Experience. Six months of 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. 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 Grade Determinations: 1. Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. 2.Quality of Experience. Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity difficulty, and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. 3. .Grade Determinations. In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates: Supervisory Medical Support Assistant, GS-7 Experience. One year of experience equivalent to the GS-6grade 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: 1. 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. 2. 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. 3. Ability to provide briefings, orientations, staff development, and training related to administrative functions in a patient support setting. 4. 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. DATED August 1, 2019 The full performance level of this vacancy is GS 7. Physical Requirements: See VA Directive and Handbook 5019

Education

There is no educational substitution at this grade level.

Contacts

• Address VA Western New York Healthcare System 3495 Bailey Avenue Buffalo, NY 14215 US
• Name: Tera Coddington
• Phone: 914-737-4400 X202452
• Email: [email protected]