The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor for all Lead, Advanced, and Medical Support Assistant (MSA) to include a Program Support Assistant. The incumbent provides Full-Time supervisory medical support assistance on administrative matters affecting patient care, education, organizational policy, and programmatic tasks associated with maintaining and supporting the work performed by mental health programs.

Duties

Supervisory Medical Support Assistant is assigned to Mental Health and Behavioral Medicine. Major duties included but not limited to: Customer Service: 1. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. 2. Incumbent ensures availability to receive incoming phone calls allowing optimal patient telephone accessibility utilizing the Telephone System and provide telephone assistance within the prescribed times. The incumbent will monitor available administrative staff utilizing the GNAV Software appropriately and train MSA's staff. Employees are to enter the appropriate administrative note in CPRS, utilizes the appropriate templates to facilitate communication between patients and staff at all times. Patient Registration/Check-In: 1. Receives and processes patients and visitors, upon check-in (including self-report measures/data forms and medication reconciliation lists if appropriate) and check-out. 2. Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. The patient may also present the Veterans Identification Card (VIC) for identification. 3. Assures MSA staff explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. Assures staff collects, scans, and updates health insurance information serving a major role in the revenue process. Leadership Support: 1. Serves as an administrative liaison and provides direction to staff, residents/trainees, and volunteers. Assists the Site Chief and Supervisory Clinical Psychologist, Administrative Officers, Supervisors, Program Managers, MH&BM Leadership in performance measures, suspense items, and deadline responsibilities in a timely manner. 2. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. 3. Consults with Human Resources on Labor Relations issues and vacancies. Coordinate ERC request with the Administrative Officer for submission. Reports: 1. Review and process open text orders on a daily basis, verifying in CPRS completion of orders, generates open text order report weekly (or more often if indicated), and utilizes the report to ensure all text orders are completed in a timely fashion. 2. The incumbent is responsible for reminding program staff of incomplete encounters, unsigned notes, and discharge summaries, requiring action. Responsible for running Encounter Action Required Report (EARR) report as needed. Scheduling: 1. Schedules appointments when requested by patients or staff according to clinic guidelines and generates appointment letters for patients as needed. 2. Receives, forward, and acts on electronic consults within a timely fashion as described in policy. Ensure scheduling of consultations is completed within specified timeframe. 3. Receives and processes pre-screen referrals, applications, and consults to provide timely clerical support to assure continuity of patient care. 4. Incumbent must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: a. Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. b. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. c. Daily review of active/pending consults, Electronic Wait List, Recall list and Audiocare communications, kiosk validation, No-Show for accuracy and disposition. Clinic Profiles: 1. Performs the following types of duties: composes letters and reports, reviews and edits correspondence for accuracy and completeness, prepares public presentation outlines, and develops standard or form letters and replies to inquiries when requested by staff. 2. Coordinates, prepares, and submits Clinical Profiles and Clinic Cancellation Memos as requested and forwards for final approval per policy. Verifies clinics are properly blocked in sufficient time that all patients have been rescheduled and notified according to policy as requested by the program and alerts appropriate chain of command prior to cancelation to facilitate patient care. Work Schedule: Monday through Friday, 7:30 am - 4:00 pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: Supervisory Medical Support Assistant/PD00000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not Required

Requirements

Qualifications

Basic Requirements: a. Citizenship. Be a citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). b. 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. c. Certification. None required d. Grandfather 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. e. 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. f. Physical Requirements. See VA Directive and Handbook 5019. g. English Language Proficiency. LPMHCs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, chapter 3, section A, paragraph 3.j. 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: Supervisory Medical Support Assistant, GS-8 (a) 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. (b) Assignments. 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. (c) Demonstrated Knowledge, Skills, and Abilities. In addition to the basic requirements, the candidates must demonstrate all of the KSAs below: 1. 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. 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 [in a patient support setting. 4. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. 5. 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: Experience as a Supervisory MSA within the VHA; Experience conducting training on CPRS, VISTA, and VISTA GUI; Skilled at multi-tasking, and working under the pressure of multiple responsibilities with deadlines; Excellent customer service skills (internal and external customers); Experience planning, organizing, and directing the workflow of AMSA staff based on analysis of data; Microsoft Office experience with proficiency in Excel References: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standard dated August 1, 2019 The full performance level of 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: If your school has changed names, or is no longer in existence, you must provide this information in your application.

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 Central Texas Health Care System 1901 Veterans Memorial Drive Temple, TX 76504 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]