This position is located in the Health Administration Service. Primary purpose is to plan, direct and control the full range of administrative and clerical support functions in Primary Care, Mental Health, and Specialty Clinics, eligibility, travel, call center, compensation and pension and patient treatment areas. The Organizational Location of the Position is: Health Administrative Service, VA North Texas Health Care System (VANTHCS) with duty location at the Bonham CBOC.

Duties

Duties include but are not limited to: Interviews and selects new employees subject to the approval of the Chief, Health Administrative Service. Tracks the progress of new employees, evaluates the performance of all assigned Medical Support Assistants (MSA), Advanced Medical Support Assistant (AMSA), and Lead Medical Support Assistants (LMSA) counsels when necessary, and submits justifications for incentive awards or personal actions. Identifies and anticipates changes or trends, which could have Medical Center wide significance or create substantial changes in MSA/AMSA/LMSA's. Develops and maintains a quality improvement program for the MSA/AMSA/LMSA, collects data on performance such as customer service and accurate order implementation. Ensures ongoing multidisciplinary teamwork, excellent customer service and professionalism. Plans and directs the MSA/AMSA/LMSA activities within eligibility, travel, call center, compensation and pension and inpatient and outpatient clinical areas. Ensures administrative procedures are accomplished in accordance with specified guidelines and within established timeframes. Operates in highly diversified medical complex; the supervisor administers a program that is broad, diversified and requires high performance and leadership qualities of the incumbent. Assignments at this level include, but are not limited to, assigning and evaluating the work of subordinate staff; resolving complex issues to ensure patient services are met; identifying educational or training needs of subordinate staff and full supervisory responsibility for supervising at least one subordinate team leader and up to 35+ MSA/AMSA. Develops or updates procedures, policies, or standards. Develops an ongoing customer service program with emphasis on the first impression, interacts with waiting patients, developing trust and setting the tone for the patient experience. Consults with managers or other personnel to resolve problems in areas such as performance, staffing, or work schedules. Make recommendations to management concerning such issues as staffing decisions or procedural changes. Provides employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes. Resolves customer complaints or answers customers' questions regarding policies and procedures. Extracts and analyzes data in order to provide reports in support of performance measures to senior management. Create reports to identify the timeless of initial appointments and follow-up appointments for the purpose of developing a monthly Quality Management report for aggregate totals per the Office of Inspector General (OIG) directive. Work Schedule: Monday-Friday, 8:00am- 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 00000 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. 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. 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. Physical Requirements: Light lifting, under 15 pounds, light carrying, under 15 pounds, straight pulling 1 hour, pushing 1 hour, reaching above the shoulder, use of fingers, both hands required, walking 1.5 hours, standing 1.5 hours, kneeling 1 hour, repeated bending 1 hour, both legs required, ability for rapid mental and muscular coordination simultaneously, near vision correctable at 13" to 16" to Jaeger 1 to 4, far vision correctable at 13" to 16" to Jaeger 1 to 4, both eyes required, depth perception, ability to distinguish basic colors, hearing (aid permitted) hearing without aid, ability to talk on a telephone, ability to operate office equipment. GS-08 Grade Determinations: Applicant must meet the Basic Requirements as well as the grade required experience and demonstrate all the required Knowledge, Skills, and Abilities for the position. Experience. At least one year of experience equivalent to the GS-07 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. Preferred Experience: Previous Supervisory Experience Previous experience resolving complex issues concerning: Patients, Co-workers, visitors 1 year of experience conducting briefings, orientations, staff development, and training Experience conducting performance evaluations for subordinates Previous Lead MSA, Advanced MSA, and MSA experience Experience working closely with upper management References: VA HANDBOOK 5005, Appendix G45 Medical Support Assistant Qualification Standard. The full performance level of this vacancy is GS-08.

Education

IMPORTANT: There is no education substitution for the required experience for this grade level.

Contacts

• Address Dallas VA Medical Center 4500 South Lancaster Road Dallas, TX 75216 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]