The Primary Purpose of the Position is: Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor for the Lead Medical Support Assistant, Advanced Medical Support Assistant and Medical Support Assistants in Imaging Service. The incumbent provides full-time supervisory medical support assistance on administrative matters affecting patient care concerning scheduling of imaging exams.

Duties

Major duties include, but not limited to: The Supervisory MSA works collaboratively in an interdisciplinary coordinated care delivery model. Participates in daily/weekly huddles where patient care planning and management occur. The Supervisory MSA can independently manage position responsibilities with little supervision as well as set priorities and deadlines, adjusting the flow and sequencing the work to meet the service and patient needs. The Supervisory MSA plans and directs the scheduling staff and has full supervisory responsibility of all Imaging MSA's at this location. Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new programs/products, equipment or systems in order to make recommendations for improved operations; identifying educational or training needs; and performing service recovery. The Supervisory MSA will participate in job postings, interviews, and selection of staff. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. The Supervisory MSA will complete performance evaluations and take disciplinary action when necessary. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior staff. As the front-line contact with patients and staff, the incumbent sets the tone of perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of the request and provide the information desired using privacy rules and established clinic processes. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. 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 GNAV Software appropriately and train MSA staff. Incumbent will insure employees enter the appropriate administrative note in CPRS, utilizing the appropriate templates to facilitate communication between patients and staff at all times. This includes scheduling appropriately in the Rad Package and Vista all appointments. Ensures schedulers include the correct additional signers, complete and send note before attending to another call. Ensures staff uses courtesy in all communications at the time of call to verify and update demographics, including address, phone number, next of kin and emergency contacts and that all information is updated through Pre-Registration screen in Vista. Monitors MSA slciff managing the reception desk and front scheduling desk who receive and process patients and visitors upon check-in. 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. When assisting the MSA staff in the check-in process, he/she must use each interaction with the patient to validate and update patient demographic information to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. The incumbent insures the MSA staff explains the VA mandate to collect insurance information of veterans, their families and other eligible patients as mandated by daily requirement. Assures staff collect, scan and update health insurance information servicing a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third party insurance. Promotes veteran registration for and utilization of MyHealthVet (MHV). Required to train other MSA levels on the Insurance Capture Bugger (ICB) process. Serves as the administrative liaison with Assistant Chief Technologist, Chief Technologist, Administrative Officer and Chief. Provides direction to MSA to manage performance measures, suspense items and deadlines in a timely manner. Work Schedule: Monday-Friday; 7:30am-4:00pm Telework: Not Available 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

Basic Requirements: Citizenship. 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.). 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. Certification. None required. 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 [a] part of the basic requirements of the occupation. 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. Physical Requirements. See VA Directive and Handbook 5019. English Language Proficiency. MSAs 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: In addition to the basic requirements listed above, the following experience criteria and knowledge, skills, and abilities must be met when determining the grade of candidates: Supervisory Medical Support Assistant, GS-08 Experience. One (1) 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. Examples of experience include but not limited to: Supervisory MSAs plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate MSA staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved clinic operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. 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. 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. Preferred Experience: Two or more years scheduling experience. Experience pulling reports, data tracking utilizing Excel and Access database Experience with ACD lines and managing calls One or more years supervisory experience preferred One or more years administrative experience References: VA Handbook 5005/117, PART II, APPENDIX G45, APPENDIX G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARDGS-0679. The full performance level of this vacancy is GS-08. The actual grade at which an applicant may be selected for this vacancy is a GS-08 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: 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.

NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.

NOTE: If your school was accredited by U.S. Department of Education at the time of graduation but is no longer listed on the DOE website, you must provide documentation of accreditation with your application packet.

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]