The incumbent serves as the Supervisory Medical Support Assistant (MSA) for the Dayton VA Medical Center, Clinic Practice Management Service, responsible for the supervision of Advanced Medical Support Assistants at the facility. The incumbent ensures that support is provided across multiple ancillary and interprofessional clinics, services, and sections. The Supervisory MSA plays an integral role in overseeing and achieving first-contact resolution through Veteran-centered delivery of care.

Duties

Duties include but are not limited to: 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; time and leave; managing clinic closures (blocking/cancellations); evaluating performance and taking disciplinary action when necessary. The incumbent is responsible for answering telephones, secure messages, greeting patients, relaying messages to appropriate staff inside or outside of the Dayton VA Medical Center, scheduling appointments, interpreting, and verifying provider orders in accordance with VHA national scheduling guidelines The employee has administrative and professional responsibility for planning and directing the subordinate staff's activities. Addresses all staff and Veteran complaints through contact with the Veteran or staff member (i.e., PATS, VSignals). Expertise in utilizing numerous VHA software applications including, but not limited to, CPRS, Vista, VSE GUI, VAOS Scheduling Manager, VEText, ICB buffer, Vet Link, Kiosk, Consult Tracking Manager, and Virtual Care Manager in support of multiple clinics involved in an interprofessional coordinated care delivery model. The incumbent will assign workload to these subordinates based on priorities, level of difficulty and the capabilities of the employee. The Supervisory MSA will evaluate their work performance and identify opportunities for developmental and training needs of said employees, develop performance standards for the subordinates, find ways to improve production and increase quality of the work directed, interview new candidates, recommend appointments, promotions and/or re-assignments for vacant positions, resolve complaints from employees, referring group grievances and unresolved complaints to a higher-level authority. In addition, the incumbent provides input on such issues as leave administration, administrative/disciplinary actions, incentive awards programs, recruitment, position management/classification and continuing education activities for all staff functioning within the department. Other related duties may be assigned. Work Schedule: Monday - Friday 8:00am to 4:30pm Compressed/Flexible:Not Eligible Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 91338-O Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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 Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable 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. Physical Requirements: See VA Directive and Handbook 5019. 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). Grade Determinations: 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: Ability to provide the full range of administrative and supervisor duties to at least one subordinate Advanced Medical Support Assistant (AMSA) or equivalent administrative patient support staff in a patient support setting which includes assignment of work, performance evaluations, selection of staff and recommendations of awards and/or advancement. 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. Advanced knowledge of Referral Coordination Initiative (RCI) and VHA national scheduling guidelines policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community, operational activities that affect patient flow, and patient support care administrative functions to include, but not limited to appointment scheduling, clinic referrals, return to clinic care, overbooking, provider availability, etc. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. Advanced knowledge of managing or leading patient support staff in the Dayton VA Medical Center. This includes independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment. References: VA HANDBOOK 5005/117 PART II APPENDIX G45 The full performance level of this vacancy is GS-08. Physical Requirements: Position requires visual acuity, adequate auditory perception, clear distinctive speech, and manual dexterity. Position requires extended periods of sitting. The position may require some bending and carrying of items. The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations and able to shift priorities based on patient needs. Must meet Employee Health mandates as a condition of employment.

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 Dayton VA Medical Center 4100 West Third Street Dayton, OH 45428 US
• Name: Kristoffer St. Martin
• Phone: (937)268-6511 X4263
• Email: [email protected]