The Supervisory Medical Support Assistant (Community Care) plans, directs, and controls administrative/clerical support functions related to outpatient treatment areas. The supervisor administers a broad, diversified program requiring high performance and leadership qualities. Assignments significantly impact the overall mission of the Health Care System. This position is located in Care in the Community (CITC) and seeks prior experience supervising staff and working in a clinical setting.

Duties

This announcement will be used to fill multiple vacancies for GS-8 Supervisory Medical Support Assistant (MSA), Oklahoma City VA Healthcare System, Care in the Community (CITC) department within Nursing Service. The Supervisory MSA acts as front-line supervisor, technical expert, trainer/advisor, and partners with CITC clinical leadership as well as community providers and administrators. The Supervisory MSA collaborates with a multidisciplinary team to facilitate care to veterans while following established directives and policies and participates in decision-making, policy development and resource planning for Medical Support Assistants. The incumbent is required to work at a high degree of training, accuracy, initiative, and resourcefulness due to the nature of the daily work. Major duties and responsibilities include (but are not limited to): Plan/directs programs within the Care in the Community Service and has full supervisory responsibility for at least one subordinate Lead MSA and teams of Advanced MSAs. Assigns and evaluates the work of subordinate staff; Evaluates employee performance and adherence to established policies, taking disciplinary action when necessary. Resolves complex problems to ensure patient services are met. Evaluates new products, equipment, and systems to make recommendations for improved operations. Identifies educational or training needs; Recruits and selects staff to fill open vacancies. Maintains full administrative and professional responsibility for planning and directing MSA activities. Responsible for extracting and analyzing data to provide reports in support of performance measures to senior management. Prepares and delivers performance evaluations and recommendations of awards and/or advancements. Provides briefings to upper management/subordinates; implements staff development and training; prepares staff meeting and training agendas; facilitates staff meetings; develops performance standards, position descriptions, personal development plans. Coaches/supports assigned staff, addresses concerns/resolves complaints from employees, consulting with Service Chief, Human Resources, and other resources as needed. Hears and resolves complaints from patients/providers, coordinating appropriate actions needed to resolve the issues. Forecasts resource and equipment needs and identifies risks impacting budgetary needs. Maintains staffing and timekeeping records and compiles information for statistical reports Adheres to VHA policy regarding scheduling, consult management, and Integrated Veteran/Community Care guidelines and Directives; attends recurring VISN and National calls, shares and implements policy changes and action items. Keeps Service Chief advised as to issues with staff, resources, departmental concerns. Reviews and maintains employee competency folders. Demonstrates tactful and effective communication both oral and written. Demonstrates advanced knowledge of the technical health care process. Assists with contacting Veterans by telephone to explain pending or new consult requests/orders. Ensures Veteran appointments are made with community providers of Veteran's choice as appropriate, based on current access and regulations. Utilizes automated tracking tools as well as computers to perform a wide variety of recordkeeping, correspondence, and tracking operations is required. Skilled in data entry to manipulate and correct information in various databases or records. Responsible for incorporating training and education modules into teams and ensures integration of new guidance into performance standards. Oversees adoption and utilization of new tools, technologies, and SOPs into staff and facility work plan. Maintain skills and ability to perform the varied and complex duties of the Advanced Medical Support Assistants in the Office of Community Care. Work Schedule: Full-Time, Monday through Friday; Various tours as agreed upon with the possibility of extended hours and weekends. Functional Statement: 57979O Telework: Not applicable. Virtual: This is not a virtual position. Physical Requirements: The work is usually sedentary, but it requires periods of walking, standing, and bending; employees may carry light items such as books, supplies, laptops, and other similar materials. Financial Disclosure Report: Not required. NOTE: Candidates must be willing to work weekends, irregular work hours and extended hours. The candidate must be willing to be assigned to other related services and/or locations, if necessary.

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 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 - Equivalent combination of experience and education. 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 3j. 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). Supervisory Medical Support Assistant Grade Determinations: For Supervisory Medical Support Assistant, GS-8: One year of experience at or equivalent to the next lower grade level GS-7. In addition to the Basic Requirements defined above, the incumbent must demonstrate the following KSAs: 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.] 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 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. References: For additional information, please refer to VA Handbook 5005, Part II, Appendix G45 Medical Support Assistant Qualification Standards, GS-0679, dated August 1, 2019. This can be found in the local Human Resources Office or electronically at https://www.va.gov/vapubs/.The full performance level of this vacancy is GS-8. Physical Requirements: The work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting, working with others and/or alone. As typical in an office setting, there is the possibility for multiple distractions from normal operating functions and the incumbent is expected to be able to physically perform the duties of the position, aides permitted (which may include walking, sitting, standing, reaching, and bending.) The work may also include the need for light lifting and carrying (under 15 lbs.) of work materials (i.e.: books, binders, papers, etc.). Notes About Supervisory Medical Support Assistant Grade Determinations: The Supervisory Medical Support Assistant position requires one year of experience at or equivalent to the next lower grade level GS-7 (Lead Medical Support Assistant). The information below further explains assignments and qualifications performed at the GS-7 level. For a complete listing of all positions in the Medical Support Assistant career track, refer to VA Handbook 5005, Part II, Appendix G45 Medical Support Assistant Qualification Standards, GS-0679, dated August 1, 2019: https://www.va.gov/vapubs/.

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 Oklahoma City VA Health Care System 921 Northeast 13th Street Oklahoma City, OK 73104 US
• Name: Jennifer Nace
• Phone: 720-857-5910
• Email: [email protected]