The incumbent serves as a Supervisory Medical Support Assistant (Health Administration Service) in a clinical team based model in the Greater Los Angeles VA (GLA). The work includes functions such as serving as an initial point of contact for the units, outpatient clinics, and patients, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems.

Duties

The incumbent will require a practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology. The team works collaboratively with other members of an expanded healthcare primary care team including pharmacists, social workers, dieticians, behavioral health staff, to provide a robust interdisciplinary approach to care 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. The Supervisory Medical Support Assistant (MSA) is responsible for ensuring the management of accurate and timely patient care coordination in all outpatient clinics (primary and/or specialty) at all sites. Coordinating clinic administrative support activities in conjunction with the clinic director, nursing team leader and staff. Incumbent responsible for leading staff to carry out administrative activities in a patient centered manner. This includes enabling staff to provide excellent customer service and immediate responsiveness over the phone or in person. Incumbent deals with all levels of the general public and medical center staff. The incumbent acts as contact and resource for answering a variety of patient's questions regarding VA health care access, primary care systems, concerns, complaints, and eligibility. Incumbent deals with all levels of the general public and medical center staff. The incumbent acts as contact and resource for answering a variety of patient's questions regarding VA health care access, primary care systems, concerns, complaints, and eligibility. The incumbent receives personal and telephone contacts form a variety of callers, including patients, patients families and representatives, physicians, nurses, various service employees and staff within the organization. Requires excellent skills in Customer Service. The work involves gathering information, identifying issues and developing recommendations to resolve substantive problems with the Outpatient Clinic Section. Originality is required in refining existing work methods and techniques to ensure administrative goals are met. The incumbent constantly works under competing priorities, and must prioritize tasking using knowledge or organizational goals and priorities. Evaluates work performance and completes performance appraisals and disciplinary actions for all employees assigned to section. Reviews and approves or disapprove routine leave request. Provides information and input to the Outpatient Clinic Operations Manager concerning promotions, reassignments, recognition of outstanding performance and other personal issues. The incumbent coordinates and approves the leave of assigned specialty clinic line MSAs, and arranges cross coverage in order to provide adequate telephone coverage. The incumbent instructs employees in assigned tasks and job techniques, conducts formal and informal on-the-job training, and answers questions on procedures, policies and directives. The incumbent sets up clinic profiles in consultations with the appropriate clinical and administrative and outpatient clinic MSAs, in addition, he/she cancels, reschedules, and blocks clinic appointments based on provider schedules in accordance with approved provider leave and facility policy. This will require tracking leave of administrative and clinical staff. In the event of clinic cancellations, incumbent ensures that patients are notified according to policy. The incumbent ensures that all annual training requirements are completed by all staff under his/her supervision in accordance with VA policy. Meets the needs of the Veteran customers while supporting VA missions. Consistently communicates and treats customers (Veterans, their representatives, visitors, and all VA staff) in a courteous, tactful, and respectful manner. Provides the Veteran with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately. Work Schedule: Monday - Friday 0800-1630

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: MSAs must be proficient in spoken and written English in accordance with VA Policy. Experience and Education: 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, 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. 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: In addition to the basic requirements above, all applicants must also meet the following grade requirement for a Supervisory Medical Support Assistant, GS-0679-8. They must have one (1) year of experience equivalent to the GS-7 grade level and also be able to demonstrate the KSAs listed below: 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 August 1, 2019; Medical Support Assistant Qualification Standard GS-0679. https://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf The full performance level of this vacancy is GS-8. Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability.

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 Greater Los Angeles Healthcare System 11301 Wilshire Boulevard Los Angeles, CA 90073 US
• Name: Christopher Kidd
• Phone: (210) 852-6410
• Email: [email protected]