The incumbent serves as the Supervisor, Medical Support Assistant (MSA) in Primary Care. S/he supervises and directs work of the MSAs in the Primary Care Outpatient Clinics as well as the MSAs in the Patient Communication Center. S/he is the functional leader for the MSAs in the Community Based Outpatient Clinics (CBOC).

Duties

Major Duties: Performs duties related to the receipt, intake, and indexing of health and administrative information. The incumbent will interface with personal computer (PC) applications as well as numerous Vista applications Responsible for training and education of all Primary Care and CBOC MSA in job-specific functions including, but not limited to, appointment scheduling, ICB Scanning, means test requirements, customer service, PACT processes, etc. Responsible for preparation and analysis of various reports in support of performance measures and monitors for submission to Service Line, Facility, and VISN leadership. Reporting requirements include, but not limited to, Kaplow for Primary Care and CBOCs, GNAV calls for answer time rates, assignment and scheduling of new patients, PACT, patient transfers per Change of Provider requests, etc. Responsible for providing annual budget recommendations for overtime associated the Medical Support Assistants, identifying equipment and resource needs, and improving operations related to the Medical Support Assistants Assigning and evaluating the work of subordinate staff Resolving complex problems to ensure patient services are met Identifying and providing educational or training needs Making final decisions on selections Evaluating performance, and taking disciplinary action when necessary. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record 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 Works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required Work Schedule: Monday - Friday 8:00am to 4:30pm Telework: Upon supervisory approval, Ad-Hoc (Situational) Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

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. English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English Certification. None required. Experience and Education. 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. 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. Supervisory Medical Support Assistant GS-8 Experience for Supervisory Medical Support Assistant GS-8: 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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. 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. Creditable Experience 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. 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. Part-Time Experience. Part-time experience as [an MSA or equivalent administrative patient support in] a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, [an] MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each [two] weeks of service. 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). 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 apart 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: Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. 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. 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. Preferred Experience: One year paid or non-paid professional leadership experience. References: See VA Handbook 5005/53, Part II, Appendix G, page IIG45-6 and II-O45-7. 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

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 Harry S Truman Memorial Veterans Hospital 800 Hospital Drive Columbia, MO 65201 US
• Name: Glendale Miller
• Phone: 602-884-0451
• Email: [email protected]