This position serves as the direct line supervisor for the Lead Medical Support Assistants (MSA) and identified MSA staff with-in the Mental Health Integrated Care Community (MH ICC). The Supervisory Medical Support Assistant is responsible for performing a variety of technical support duties that facilitate the work of clinical staff and other members of the MH ICC team who provide direct patient care.

Duties

Major duties include, but are not limited to the following: Evaluating work of subordinate staff and resolving complex problems to ensure patient services are met. Evaluating new products, equipment, and systems to make recommendations for improved operations. Identifying education 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 leads, and MSA's activities. Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures. Works collaboratively in an interdisciplinary coordinated delivery model and performs all related duties, customer service and other duties assigned for the proper and timely treatment of patients. Assists with clinic access contingency plans by adjusting appointment times, appointment modality, or dates as well as shift patients to other healthcare providers as conflicts with staffing and/or coverage occurs. Appointment scheduling, consult management, verification of orders, completeness, and accuracy of all actions/documentation. Supports patient safety standards using the correct Veteran Affairs identification for patients checking in for outpatient services. Assists the MSA staff in the check-in process, using each interaction with the patient to validate and update patient demographic information. Assures front line staff contact with patients by setting the tone for perception concerning quality of healthcare services at the VA. Uses a high degree of tact and diplomacy 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. Ensures quality collaboration and communication with the MH ICC Director, Administrative Officer and Clinical Managers. Responsible for assisting in the direction of administrative department flow, workload capture, and other administrative support functions associated with the day-to-day department operation. Work Schedule: Monday through Friday; 8:00am - 4:00pm 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 Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). 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. Certification: None required. Grandfathering Provision: All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. 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. Physical Requirements: See VA Directive and Handbook 5019. 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. Grade Requirements for GS-8 In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below. 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. Examples of experience may include: Applying advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. Utilizing numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. Organizing work, setting priorities, and delegating tasks/responsibilities in order to meet deadlines. Communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. Providing staff development and training. Managing staffing requirements and workflow priorities, and adjusting the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. -AND- Demonstrated Knowledge, Skills, and Abilities Candidates must demonstrate all of the KSAs below: 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. 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 related to administrative functions in a patient support setting. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. 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. References: VA Handbook 5005/117, PART II, APPENDIX G45

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 Fargo VA Medical Center 2101 Elm Street Fargo, ND 58102 US
• Name: Kyle Wogen
• Phone: 612-713-7522 X7522
• Email: [email protected]