The VA New Jersey Health Care System is currently recruiting for one(1) Supervisory Medical Support Assistant in the Ambulatory Care Service located in East Orange, New Jersey. The Supervisory MSA plans and directs programs at the East Orange campus within the VHA NJ HCS and provides coverage at the medical centers and/or satellite outpatient clinics.

Duties

The Supervisory Medical Support Assistants are staff positions located in Ambulatory Care Service at VA New Jersey Health Care System (VANJHCS) East Orange Medical Center. The incumbent is solely responsible for management of the Administrative duties for the Patient Aligned Center Team (PACT) and the supervision of the Lead MSA, Advance MSA, and Medical Support Assistants that support the program. The MSA Supervisor must oversee that MSAs screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Additionally, he/she oversees training of staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: a. Schedule, no show and Cancel appointments and utilize the Electronic Waiting List accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. b. Notifies his/her Lead MSA and Advance MSA when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. c. Must review daily with Lead MSA who directs the Advance MSA on Active/Pending Consults, Electronic Wait List, Recall list, Actions Required, Disposition RTC Orders, Answer PATS-Rs request, Insurance Capture Buffer list and Audio care communications for accuracy and disposition. The Supervisory MSA will be required to have weekly meetings with the Lead MSA to plan and manage the schedule for clinic coverage. Supervisor will rotate staff to assure all MSAs staff are in good attendance and understand the process needed to assure sustainability at all sites. The Supervisory MSA can independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs Work Schedule: M-F, 8am - 4:30pm Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 23888-O Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Basic Requirements: a. Citizenship. Citizen of the United States. b. 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. 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.j. GRADE REQUIREMENTS: (1) Knowledge of [ ] MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting]. Experience satisfying this requirement may be paid/non-paid employment as [an] MSA or [an equivalent position in a non-VA hospital or clinic setting]. (2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of [varieties] as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. (3) Part-Time Experience. Part-time experience as [an MSA or equivalent administrative patient support in] a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, [an] MSA employed 20 hours a week, or on a 1/2-time basis, would receive [one] full-time workweek of credit for each [two] weeks of service. 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. [In addition to the basic requirements for employment listed in paragraph 3 above, the] following [education and experience] criteria must be met when determining the grade of candidates: Supervisory Medical Support Assistant, GS-8 (a) 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.] (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.] 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 [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.] References: VA HANDBOOK 5005/117 PART II APPENDIX G45 The full performance level of this vacancy is GS-8. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-8 to GS-8. Physical Requirements: Work is sedentary but also demands sitting, standing, walking, bending, twisting, and carrying light items.

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 VA New Jersey Health Care System 385 Tremont Avenue East Orange, NJ 07018 US
• Name: Keisha Smith
• Phone: 520-339-8112
• Email: [email protected]