Assigned as a Supervisory Medical Support Assistant in the Health Administration Service (HAS) Call Center within the VA Texas Valley Coastal Bend Health Care System (VATVCBHCS). HAS provides medical administrative support to direct patient care throughout VATVCBHCS to support outpatient intake/processing areas, eligibility determinations and counseling, insurance capture and verification in support of cost recovery activities, appointment scheduling, and health information management.

Duties

As the Supervisory Medical Support Assistant (Call Center). You will be responsible for the planning, directing and controlling of a full range of administrative and clerical support functions as they relate to all outpatient treatment areas. You will ensure administrative procedures are accomplished in accordance with specified guidelines and within established timeframes. This position operates in a highly diversified medical setting; you will administer a program that is broad, diversified and requires high performance and leadership. You will be assigning and evaluating the work of subordinate 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, and provide management support to the Chief of HAS and Assistant Chief of HAS. Other duties include: Responsible for extracting and analyzing data to provide reports 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 Health Care System. Conduct regular meetings with subordinates for discussion and resolution of work problems. Establish new work methods and in-service training on an 'on going' basis. Schedule and encourage participation of employees in various training courses and opportunities. Initiate all requests for personnel action, performance appraisals, and serves on and/or chairs interview panels to conduct interview of applicants and make recommendations to the selecting official. Work with HIMS and Quality Management staff to ensure appropriateness of Medical Records usage are in compliance with its standards, and Release of Information (ROl) and Privacy standards are upheld at all times. Participates as needed by the Chief of HAS or Assistant Chief of HAS in meetings with other sections or service/care lines to work out and coordinate organization, procedural and other problems affecting the Health Care System. Responsible for identifying long and short-range goals and objectives for the Outpatient Clinic/Health Care Center; and work in tandem with the Chief of HAS and Assistant Chief of HAS on plans for implementation. Participates or represents HAS in committees and task force groups as directed by HAS management. . Work Schedule: Monday - Friday, 8:00am to 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required This is a Non Bargaining Unit Position

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.(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. 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 Physical Requirements listed below. English Language Proficiency. Supervisory Medical Support Assistant (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). GS-7 Supervisory Medical Support Assistant Grade Determination: (a) Experience. One year of experience equivalent to the [GS-6] grade level [leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting]. Assignments at this level include: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as a liaison between MSA and staff to resolve day to day conflicts.( b) Assignment. Supervisory MSAs plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate MSA staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved clinic operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. 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.( c) 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 [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 related to administrative functions in a patient support setting]. iv. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. Preferred Experience: Supervisory experience Data management and organization skills Strong Customer service experience Knowledge of current MSA practices Ability to communicate with people of various levels of medical knowledge, both written and verbal forms References: VA Handbook 5005 Part II Appendix G45 Medical Support Assistant Qualification Standard dated August 1, 2019 .The full performance level of this vacancy is GS-7. 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: 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 VA TX Valley Coastal Bend HCS 2601 Veterans Drive Harlingen, TX 78550 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]