The Supervisory Medical Support Assistant (MSA) has full responsibility for supervising administrative patient support staff in an outpatient or interdisciplinary setting. Mental Health provides medical administrative support to direct patient care throughout the VA Texas Valley Coastal Bend Health Care System (VATVCBHCS). The Duty Station of this position maybe located in Harlingen, McAllen or Corpus Christi, TX.

Duties

Duties Include but are not limited to: The Supervisory Medical Support Assistant (MSA) is responsible for but are not limited to: assigned and evaluating the work of subordinate MSA staff; resolving complex patient issues to ensure patient services are met identifying educational or training needs of subordinate staff; resolving employee issues at the Supervisory level; evaluating new products, equipment, and systems to make recommendations for improved clinic operations; making final decisions on hiring selections; evaluating performance, and taking disciplinary actions when necessary. The incumbent is responsible for extracting and analyzing data to provide report supporting performance measures, insurance capture, workload capture to senior management. The effectiveness with which assignments are accomplished has a significant impact on the overall mission of the Mental Health Service. Conducts regular meetings with subordinates for discussion and resolution of work problems. Establishes new work methods and in-service training on an 'on going' basis. Schedules and encourages participation of employees in various VATVCBHCS training courses and opportunities. Initiates all requests for personnel action, performance appraisals, and serves on and/or chairs interview panels to conduct interview of applicants and makes recommendations to the selecting official. Works with HIMS and Quality Management staff to ensure appropriateness of Medical Records usage are in compliance with Tic standards, and Release of Information (ROI) and Privacy standards are upheld at all times. Incumbent must have knowledge and skills with an extensive understanding of management principles and processes necessary to analyze and evaluate program resources. Demonstrate analytical techniques and evaluation criteria to the measurement and improvement of the product line's effectiveness and overall organizational productivity. The administrative responsibilities of this position include education and training staff across the system on new Veterans initiatives, VHA Scheduling Directives and complete accurate scheduling processes. Assignments at this level include, but are not limited to the following: - Responsible for implementing and maintaining Advanced Clinic Access principles. - Stays abreast of clinic wait time issues, both length of time to appointment and actual time spent waiting for the provider. - Functions as customer service leader in the clinic. Trains staff on customer service principles. - Assesses patient satisfaction on a periodic basis. - Investigates and problem solves patient care issues to include patient complaints and congressional inquiries. - Provides orientation to new medical support assistant staff concerning administrative functioning of the clinic. - Trouble shoots information technology issues to include use of CPRS and VISTA Imaging and hardware issues. - Manages clinic supplies and equipment by interfacing with SPD and Biomedical Engineering. - Maintains physical plant of the clinic by ensuring cleanliness and functionality of surroundings. - Discusses, investigates and responds to employee grievances and dissatisfactions in order to resolve conflicts. - Responsible for oral and written presentations at large staff meetings. - Provide ongoing training and assistance to new and incumbent personnel regarding office polies and procedures. - The incumbent organizes and realigns the workforce to maximize productivity by reviewing clinical profiles and work ethics for maximum utilization of clinic capacity. - Administer the internal review, quality, and productivity initiatives for the organization. - Generate required reports. - Monitors no-shows to clinic and assists in appropriate disposition of such patients. - Monitors clinic functions for quality improvement opportunities. Anticipates needed changes based on data and recommends appropriate action or suggests appropriate alternatives. - Daily monitoring of workload capture and view alerts (VA Alerts). - Oversight to assists providers in completing encounters and clinical reminders. - Daily monitoring of incoming consults to ensure timely and appropriate scheduling. - Assists providers in the discharge of patients back to Primary Care ass appropriate. - Prepare action plans and provide recommendation for corrective action. - Anticipates staff shortages and adjusts clinic schedule accordingly. Work Schedule: Monday-Friday, 8:00 am to 4:30 pm CST Telework: Not Available 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: 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. 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. 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-08 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: Knowledge in personnel management, organizational structuring and strategic planning. Possesses interpersonal skills to motivate and provide direction to diverse staff and solve complex administrative problems. Must be capable of functioning independently and making complex decisions Ability to use computer applications such as Microsoft Outlook, Power Point, Word, and Excel. References: VA Handbook 5005/117 Part II Appendix G45, Medical Support Assistant Qualification Standard GS-0679, revised August 1, 2019. The full performance level of this vacancy is GS-08. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

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

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 VA TX Valley Coastal Bend HCS 2601 Veterans Drive Harlingen, TX 78550 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]