The Supervisory Medical Support Assistant evaluates the work of subordinate staff, resolving complex problems ensuring patient services are met. Evaluate products, equipment and systems and makes recommendations for improved operations. They identify educational/training needs, make final decisions on hiring selections, evaluate performance and take disciplinary action when needed. Has administrative and professional responsibility for planning and directing subordinate staff.

Duties

The Supervisory MSA plans and directs programs at medical centers and/or satellite outpatient clinics and has full supervisory responsibility for supervising at least one subordinate team leader or supervisor in the PACT, Ward or Specialty Care Clinic. 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 employee 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. Works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, Wards, Specialty Care Clinics, C&P, Wards, and the Call Center) for Primary Care Clinics, Inpatient Wards and Specialty Care Clinics and performs all related duties, customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics. He/she must 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. Contributes to the revenue collection process by identifying patients with third party insurance. Promotes Veteran registration for and utilization of MyHealtheVet (MHV). 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. A caring, compassionate, and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. When records are received, the incumbent(s) will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by scanning or sending the documents to the appropriate department for scanning. Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: a. Schedule appointments and utilize the Return to Clinic orders, Consult orders, and Discharge orders accurately in a timely manner. All appointments will be made with the patient's input, either in person or 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, Return to Clinic orders, Recall list, Access Report and AudioCARE communications for accuracy and disposition. The Supervisory MSA is also required to provide training when deemed needed to the MSA. The Supervisory MSA and MSA may be asked to participate in the daily teamlet huddles and weekly team meetings where patient care planning and management occur. Ensures all MSA staff is in attendance and understand the process. Work Schedule: Monday-Friday (7:30am-4:00pm or 8:00am-4:30pm) Relocation/Recruitment Incentives: Not Authorized

Requirements

• You must be a U.S. Citizen to apply for this job
• Designated and/or random drug testing may be required
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English
• Selected applicants will be required to complete an online onboarding process
• Participation in the seasonal influenza and Coronavirus Disease 2019 (COVID-19) Vaccination programs are requirement for all Department of Veterans Affairs Health Care Personnel (HCP)

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: 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. NOTE: 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; OR, Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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). Creditable Experience: Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting]. Experience satisfying this requirement may be paid/non-paid employment as [an] MSA or [an equivalent position in a non-VA hospital or clinic setting]. Quality of Experience: Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of [varieties] as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time Experience: Part-time experience as an MSA or equivalent administrative patient support in a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, [an] MSA employed 20 hours a week, or on a 1/2-time basis, would receive [one] fulltime workweek of credit for each [two] weeks of service. Grade Determinations: In addition to the basic requirements for employment the following experience criteria must be met when determining the grade of candidates: Supervisory Medical Support Assistant, GS-08: Experience: 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. Demonstrated Knowledge, Skills, and Abilities - Candidates must demonstrate [all of] the KSAs below: 1. 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. 2. 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. 3. Ability to provide briefings, orientations, staff development, and training in a patient support setting. 4. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budge needs. 5. 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 with a complex systems environment. Note: Evidence of specialized experience must be supported by detailed documentation of duties performed in positions held on your resume. You must provide work experience information such as hours per week, salary, and starting/ending dates of employment (month and year format) to establish you have one (1) full year of Specialized Experience at or comparable to the required grade level. References: VA Handbook 5005/117, Part II, Appendix G45: Medical Support Assistant Qualification Standard. 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 primarily sedentary and walking. The work requires the ability to handle multiple demands simultaneously in dealing with a wide variety of clients on a daily basis. Tasks will require prolonged use of computers. There are lengthy periods of sitting, interrupted by intervals of walking and climbing stairs about the medical center to make the many personal contacts required of this 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 Memphis VA Medical Center 1030 Jefferson Avenue Memphis, TN 38104 US
• Name: Rita Tolen
• Phone: 423-979-3565
• Email: [email protected]