Incumbent serves as Supervisory Medical Support Assistant in VISN 17 Clinical Contact Center as part of an inter-professional healthcare team. Provides support across multiple ancillary & inter-professional clinics & determines the needs of the Veteran/caregiver. Responsible for routing clinical questions to appropriate clinical staff. Plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. Provides information on programs & initiatives.

Duties

Duties include, but are not limited to: Full responsibility for supervising at least one subordinate MSA team leader, supervisor or equivalent administrative patient support staff in the VISN CCC 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 Working collaboratively with VISN programs, services, and inter-professional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video Planning and directing the subordinate lead, supervisor and MSA's activities Extracting and analyzing data to provide reports to senior management in support of tracking measures Providing information and resolution to Veterans' requests within scope, using administrative judgement to escalate symptomatic c concerns to clinicians within the VISN CCC or directing the contact to the appropriate discipline within the CCC or department for resolution Screening incoming contacts and independently routing the contacts to the appropriate area for resolution Using advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness Utilizing various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit Other related duties may be assigned Work Schedule: Monday - Friday, 8:00am - 4:30pm Telework: Ad Hoc Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Basic Requirements: Citizenship. Citizen of the United States. Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. 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 this 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. 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. 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: Supervisory Medical Support Assistant, GS-8 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: 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: Previous call center supervisory experience Previous supervisory experience Experience conducting performance evaluations for subordinates Previous experience resolving complex issues concerning: patients, co-workers, visitors One year of experience conducting briefings, orientations, staff development and training Previous Lead MSA, Adv MSA, MSA experience References: VA Handbook 5005/117, Part II, Appendix G45. Medical Support Assistant Qualification Standard GS-0679; August 1, 2019. The full performance level of this vacancy is GS-08. Physical Requirements: The work is sedentary (up to 6 hours), requires walking (up to 4 hours), bending (occasional), standing (up to 1 hour) and/or pushing cart with office supplies, lifting up to 5 pounds at a time such as a case of copier paper, use of fingers, both hands required, talking on the telephone using telephone headset. The work does not require any special physical effort or ability.

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.

NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.

Contacts

• Address VHA VISN 17 Human Resources 2301 E. LAMAR BLVD SUITE 650 ARLINGTON, TX 76006-7428 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]