The incumbent of this position serves as the Supervisory Medical Support Assistant of a multi-division VA Maryland Health Care System. Employee is responsible for the direct administration supervision of patient care programs, including: Admission, Discharge-Transfer, Outpatient, Patient Schedule, Beneficiary Travel, Eligibility and Enrollment and Urgent Care Services.

Duties

This position also includes the role of Enrollment Coordinator. The Enrollment Coordinator provides training to staff on rapidly changing regulatory guidelines of eligibility, benefits, and beneficiary travel programs. Provides orientation to new enrollees accepted for enrollment. Meets with outside agencies to provide information on veterans' eligibility and entitlement programs. Investigates patient complaints on eligibility issues and prepares written response. Responsible for supervising and managing the Patient Funds Office and will require knowledge of VA regulations, policies and procedures of all the administrative functions associated with Patient Funds activities. Monitors through constant observation, all verbal communications by section personnel with veterans, families or representatives, the professional staff or other services and ensures they are handled in a courteous and professional manner. Maintain security of information contained in computerized systems in accordance with medical center policy, Privacy Act and other applicable laws. Reviews applications and related material for vacancies within the section, interviews applicants and makes selections. *Resolves informal complaints or problems of employees in the section and advises employees of their performance requirements via formal and informal interviews. Will be responsible for supervising 8 Medical Support Assistants, 1 Lead Medical Support Assistant, 1 Patient Funds Coordinator, and 3 Telephone Operators. Other Duties as Assigned. Work Schedule: Monday-Friday 8am-4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 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. 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. Physical Requirements. Must have the mental, emotional and physical ability to satisfactorily perform the duties of the proposed assignment and pass the requisite laboratory and other screening as required by Federal regulatory agencies and meet the physical demands as described below. English Language Proficiency. Must be proficient in spoken and written English 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 Determinations: GS-8: Supervisory Medical Support Assistant A) Experience. One year of experience equivalent to the GS-7 grade level. *Examples of assignments and knowledge, skills and abilities at the GS-07 grade level include but are not limited to: Assignment: Lead MSA - responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include, but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. Required GS-8 KSA'S: 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. References: VA Handbook 5005/117, Part II, Appendix G45, Dated 8/1/2019. The full performance level of this vacancy is GS-8.The actual grade at which an applicant may be selected for this vacancy is a GS-8. Physical Requirements: The work is mainly sedentary. Typically, the employee sits comfortably to do the work. However, there may be some bending, walking, standing, and carrying of light items such as patients' files, mail, and records. No special physical demands are required to perform the work.

Education

There is no educational substitution for this position/grade level.

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 VA Maryland Health Care System 10 North Greene Street Baltimore, MD 21201 US
• Name: Tania Hopson
• Phone: 678-924-5700 X573365
• Email: [email protected]