The Supervisory Medical Support Assistants serves the VA Office of Community Care (VACC), Administrative Support Staff, Veterans Administration Loma Linda Healthcare System (VA LLHCS), and reports directly to the VACC Supervisory Medical Administration Specialist (SMAS). The primary purpose of this position is to supervise and provide accurate and appropriate guidance and instruction of the VACC Program to ensure maximum support to the Medical Center and appropriate treatment of VA patients.

Duties

Assignments include but are not limited to the following: 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. Identify training needs of staff, make final decisions on hiring selections; evaluate performance and take disciplinary action when necessary. The incumbent has administrative and professional responsibility for planning and directing the subordinate lead, supervisor and MSA activities. Incumbent is responsible for extracting and analyzing data to provide reports to senior leaders. Incumbent is to review reports, track performance measures and develop action plans for improvement when not meeting target measure for their areas of oversight. Incumbent will 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. The incumbent(s) must be conscientious regarding the confidentiality of the variety of material that will be handled. Responsible for assuring accurate appointment management and the coordination of all administrative information between the professional staff and the patient. Responsible for updating and verifying demographic information, scheduling appointments, collecting insurance information, data entry, administratively managing consultation requests and the electronic waiting list, and notifying the patient of his/her scheduled appointment. The incumbent must demonstrate technical competency in the use of the VistA and CPRS systems. The incumbent(s) provides administrative support to Physicians, Physician's Assistants, Nurses, Advanced Registered Nurse Practitioners, Dietitians, Social Workers, and other administrative and professional staff throughout the Service area. Performs other duties as assigned. Work Schedule: Monday - Friday, 7:30 a.m. - 4:30 p.m. (Hours may be subject to change upon Service Line's Needs) Telework: May be available at Service Line's discretion. 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: 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 (6) 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 (1) 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. 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). All Medical Support Assistants (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. 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. 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. Grade Determinations: In addition to the basic requirements above for employment, the following criteria must be met when determining the grade of candidates: 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]. Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition to the basic and experience above, the candidate 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.] Assignment. 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 References: VA Handbook 5005, Part II, Appendix G45 - Medical Support Assistant Qualification Standards. The full performance level of this vacancy is GS-08. 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: Experience CANNOT be substituted for Higher Education. Must have preferred experience equivalent to the [GS-7] Grade Level.

Contacts

• Address Jerry L Pettis Memorial Veterans Hospital 11201 Benton Street Loma Linda, CA 92357 US
• Name: Santo Miguel Valverde
• Phone: 480-392-7285
• Email: [email protected]