The Supervisory Medical Support Assistant (MSA) position(s) serves as the direct line supervisor for the Lead Medical Support Assistant(s) and all Medical Support Assistant (MSA) staff for CITC (Care in the Community) Clinics. The Supervisor MSA coordinates with the CITC Management Team, CITC providers, CITC nurses, Phone Teams (Medical Support Assistant) and scheduling staff (Advanced Medical Support Assistant) to ensure ACA principles are effectively utilized.

Duties

The Supervisory MSA plans and directs programs at the Care in the Community Service and has full supervisory responsibility for supervising at least one subordinate team leader or supervisor. 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 products, equipment, and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decisions on selections; evaluating performance, and taking disciplinary action when necessary. The Supervisory MSA has full administrative and professional responsibility for planning and directing the MSAs' activities. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. 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(s) at least 25% of the time. The Supervisory MSA prepares and delivers performance evaluations and recommendations of awards and/or advancements. The Supervisory MSA provides briefings to upper management, as well as subordinates; provides orientations; proactively implements staff development principles and training; prepares staff meeting and training agendas; facilitates staff meetings; develops performance standards, position descriptions, personal development plans and awards. The Supervisory MSA hears and resolves complaints from employees, referring group grievances and more serious unresolved complaints to a higher-level supervisor or manager; hears and resolves complaints from patients, coordinating appropriate actions needed to resolve the issues effects major disciplinary measures, such as warnings and reprimands, recommending other action in more serious cases. The Supervisory MSA manages fiscal matters of the Department, forecasts resource and equipment need and identifies matter which impact budgetary needs. The Supervisory MSA maintains staffing and timekeeping records related to sick and annual leave, comp time and overtime and complies information for statistical reports. Assures front line contact with patients and staff by setting the tone for 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(s) must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: a. Schedule appointments accurately in a timely manner. All appointments will be made with the patient's input by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. b. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. c. Daily review of active/pending consults for accuracy and disposition. The Supervisory MSA may be asked to participate in the daily teamlet huddles and weekly team meetings where patient care planning and management occur. Incumbent(s) will rotate this to assure all MSA staff is in attendance and understand the process. The Supervisory MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. The Supervisory MSA generates daily, weekly, and monthly reports related to scheduling inconsistencies, preregistration inconsistencies, electronic wait list and recall entries, service consult management, insurance collection and encounters. Reports are exported in various data bases, analyzed, and used to identify training needs. Multiple reports are generated and analyzed for trending the supply and demand of clinic availability and utilization, including a projection report that is manually formulated to identify open slots, number of patients on the electronic wait list, and projects the number of patients that will be scheduled outside of directive guidelines. Insurance and encounter reports are reviewed regularly due to the financial, impact on the organization. Work Schedule: Monday through Friday 7:30am - 4:00 pm Telework: Not eligible Virtual: This is not a virtual position. Relocation/Recruitment Incentive: Not authorized. Functional Statement #: 50725-A Financial Disclosure Report: Not required

Requirements

• You must be a U.S. Citizen to apply for this job.
• Selective Service Registration is required for males born after 12/31/1959.
• Must be proficient in written and spoken English.
• You may be required to serve a probationary period.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Tuberculosis test will be required.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

Qualifications

BASIC REQUIREMENTS. A. 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.). B. 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 Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. C. Certification.None required. D. 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. To qualify for the GS-8 level, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for the grade. Be specific when describing the job duties that demonstrate you possess the KSAs listed. Supervisory Medical Support Assistant, GS-8Experience: One year of specialized experience equivalent to the GS-7 level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Examples of experience may include: 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: 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 Preferred Experience: Supervisory experience, Organizing work Setting priorities and delegating tasks/responsibilities in order to meet deadlines, Utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting, Provides staff development and training. References: VA Handbook 5005/117, PART II, APPENDIX G45 The full performance level of this vacancy is GS-8. Physical Requirements: The position involves work that is mainly sedentary but requires some bending, walking, standing and lifting/carrying (under 15 LB) of supplies, patient records, staff and patient mail. Some assignments may involve more frequent walking, but these assignments require no unusual physical demands to perform work. The incumbent will need to have the ability to verbally communicate and hear (aid is permitted) using a telephone and also must be able to type and operate computer equipment as an essential part of their position.

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 Sheridan VA Medical Center 1898 Fort Road Sheridan, WY 82801 US
• Name: Gregory Anderson
• Phone: (720)857-5367
• Email: [email protected]