This Supervisory Medical Support Assistant (SMSA) position is in the Care in the Community Service of the Overton Brooks VA Medical Center located in Shreveport, LA.

Duties

The Supervisory Medical Support Assistant (SMSA) exercises full supervisory responsibilities of up to three Lead Medical Support Assistants (MSAs) and up to twenty permanent and temporary Advanced Medical Support Assistant's (AMSAs) within a complex department. The Care in the Community (CITC) full-service line is a multi?disciplinary service partnering with Third Party Payers (TPAs) and multiple community partners for a wide variety of healthcare services for Veterans of Overton Brooks VA Medical Center (OBVAMC). Duties of this position may include but are not limited to: Performs independently and carries out programs within the framework of applicable laws, procedures, and objectives. Addresses problems and provides solutions to the Business Manager and seeks further guidance for extenuating circumstances as needed. Performs performance evaluations with input from nursing staff/providers. Approves or disapproves all leave within areas of supervision. Hears and resolves complaints from employees referring only the more serious to the Business Manager. Initiates disciplinary measures suc as warnings, counseling, admonishments, and recommends other actions in more serious cases. Maintains a collaborative relationship with TPA staff, actively participates in face-to-face meetings and trainings. Develops productivity reports and presents data and reports to the Business Manager. May represent for the Business Manager in his/her absence at various meetings. Establish and maintain effective relationships with community partners in order to enhance access and timeliness of care to Veterans. This responsibility includes identifying providers for specialty care in the community, follow up with community providers who are no longer active participants in providing non-VA care, and follow-up on referrals to assist in determining if the provider is appropriate to serve Overton Brooks community of Veterans. Ensures all staff within section completes mandated training. Possess good organizational skills and work effectively with staff and patients from different backgrounds. Identify reasons for delay and bottlenecks in processing Veterans medical care request and initiate corrective action to alleviate problems. Independently carries out a wide variety of tasks involving atypical problems or complex situations. Provides on-the-job training for new AMSAs. Consistently communicates and treats customers (patients, visitors, volunteers, and all medical center staff) in a courteous, tactful and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems when dealing with the customer constructively and appropriately. Provides practical knowledge of standard procedures relating to Means Tests, eligibility, enrollment, co-payments, beneficiary travel, admission processing of ambulance claims, decedent affairs, special transportation and extracting information from various sources when this requires considering the applicability of information and the characteristics and quality of the sources. Ensures protection of the veterans and employees rights to privacy, advising the Veterans and employees of such and referring all requests for release of information to the appropriate staff. Maintains all information as confidential and privileged (i.e. HIPAA). Employee performs independently and carries out programs within the framework of applicable laws, procedures and objectives. Addresses problems and provides solutions and informs the Business Manager which is the incumbent's immediate supervisor once rectified and seeks further guidance for extenuating circumstances as needed. Performs monitoring of activities performed in the Health Share Referral Management (HSRM) system and monitors pending/active consults. Performs related activities to ensure patient records are uploaded and/or appointments are scheduled and followed up appropriately. Follow-up on the status and progress of assignments and make adjustments in accordance with established priorities and obtain assistance from the supervisor on problems that may arise such as backlogs. Work Schedule: Monday - Friday, 8:00 am - 4:30 pm Telework: Not Available Virtual: This is not a virtual position. Position Title/Functional Statement #: Supervisory Medical Support Assistant/000000 Relocation/Recruitment Incentives: 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. One of the following must be met: (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. Certification. None required. English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy. 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. To qualify for the GS-08 level, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for the grade. Be specific when describing the job duties that demonstrate you possess the KSAs listed. Resume must include hours per week for work experience credit. Supervisory Medical Support Assistant, GS-08 (a) Experience One year of specialized experience equivalent to the GS-07 level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Specialized experience includes: Either utilizing patient systems to provide interdisciplinary support to multiple clinics, providing staff training, managing staff workload, following up on pending issues OR performing supervisory duties including work assignments, performance evaluations, selection of staff, delegating authority, providing staff development, and overseeing people and programs in a patient support setting. (b) 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. (c) Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition, you must demonstrate ALL of the following KSAs in your resume: 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 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 The full performance level of this vacancy is GS-08 Physical Requirements: While work is mostly sedentary, there are also demands for standing, walking, bending and long periods of sitting. No special physical demands are required to perform this work.

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.

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.

Contacts

• Address Overton Brooks VA Medical Center 510 East Stoner Avenue Shreveport, LA 71101 US
• Name: Kathy Girndt
• Phone: (501) 297-2221
• Email: [email protected]