This position is located at the Clement J. Zablocki VA Medical Center, Milwaukee, Wisconsin, in the Acute Outpatient Nursing Division.

Duties

The Supervisory Medical Support Assistant (SMSA) serves as the direct line supervisor for assigned Advanced Medical Support Assistants (AMSA) and is responsible for the operation and efficient management of the AMSA work. It is expected of this position to maintain working knowledge of all associated departmental areas, policies, and procedures in addition to national scheduling directives. Major duties: The employee must meet the needs of internal and external customers while supporting the Mission, Vision, and VA Core Values of ICARE (Integrity, Commitment, Advocacy, Respect, and Excellence); Maintenance of confidentiality of patient/employee information; The medical center performance improvement program; All duties of the AMSA role; Use of analytical framework; Ability to use computer software such as word processor, presentations, graphs, video conferencing; Time keeping; Scheduling and consult management Administrative tasks and duties Completing annual performance evaluations; Orienting new employees to the operation of the section and implementing education or training to meet the needs; Resolving complex problems to ensure patient services are met; Participating in subordinate staff interviews and collaborating with senior leadership to make fmal decision on selections; Performing fact-finding investigations and proposing appropriate disciplinary actions when indicated; Provides the customer with consistent information per established policies and procedures; Handles conflict and problems in dealing with the customer constructively and appropriately; Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management; Responsible for other duties as assigned Work Schedule: Full time, Day shift, Variable tours Telework: Occasional Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized Financial Disclosure Report: Not required

Requirements

Qualifications

BASIC REQUIREMENTS EDUCATION/EXPERIENCE: Must possess six (6) months experience of clerical, office, customer service or administrative other work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. Minimum of 2-3 years of Outpatient MSA experience preferred. Experience with outpatient scheduling, consults, clinic flow, and leading groups/teams preferred. OR Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) OR Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-8 LEVEL TO QUALIFY FOR THIS POSITION. GS-8 LEVEL GRADE REQUIREMENTS: SPECIALIZED EXPERIENCE: Must have one (1) year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-7, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. Required experience includes: ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines; skill in communicating with individuals in order to obtain the desired effect, ensuring compliance with established policies and regulations; ability to provide staff development and training; ability to manage staffing requirements, manage priorities, and coordinate work in order to complete duties in an accurate and timely manner; ability to follow-up on pending issues and demonstrating an understanding of the impact of incomplete work; and the ability to review and monitor data to ensure all reports are complete and accurate; advanced knowledge of managing a clinic; advanced knowledge of policies and procedures associated with operational activities that affect patient flow, patient care, and the revenue process; and advanced knowledge of medical terminology. AND KNOWLEDGE, SKILLS, AND ABILITIES: You also must demonstrate the following KSAs: 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. REFERENCE: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards. This can be found in the local Human Resources Office. Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.

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 Clement J Zablocki Veterans Administration Medical Center 5000 West National Avenue Milwaukee, WI 53295 US
• Name: Trisha Juanez
• Phone: 414-384-2000 X44342
• Email: [email protected]