The incumbent serves as a Supervisory Medical Support Assistant within Clinic Operations & Access Management Service (CAMS) at the Toledo VA Clinic.

Duties

The Supervisory Medical Support Assistant will perform administrative support duties that may be performed in a Clinic Based Outpatient Clinic (CBOC), Inpatient or Outpatient Clinic. The Supervisory MSA at this level plans and directs programs at a medical center and/or satellite outpatient clinic and is delegated full supervisory responsibility. Assignments at this level include but may not be limited to: assigning and evaluating the work of subordinate staff; resolving complex problems to ensure that patient services are met; evaluating new products, equipment, and systems in order to make recommendations for improved operations; identifying educational and training needs; making final decisions on selections; evaluating performance; and taking disciplinary action when necessary. The Supervisory MSA is delegated full administrative responsibility for planning and directing the MSA's activities. The Supervisory MSA is responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. Supervision. Including but not be limited to, carries out a full range of administrative and supervisory duties, to include assignment of work, performance evaluations, selection of staff, and recommendations for awards and advancements. Organizes work, sets priorities, and delegates tasks and responsibilities in order to meet deadlines. Resource Management. Manages fiscal matters, forecasts resource and equipment needs, and identifies budgetary needs. Demonstrates Courtesy and Professionalism. Shows courtesy, respect, and a positive attitude toward patients, co-workers, subordinate staff, and the public. Demonstrates ability to collaborate, communicate, set priorities, and organize work in order to meet deadlines and to ensure compliance with established processes, policies, and regulations. Identifies Customers' Concerns. Applies discernment and sensitivity when performing tasks required to resolve issues accurately and timely. Demonstrates advanced knowledge of technical health care processes as they relate to patients' access to care. Collaborates, communicates, and demonstrates customer service and interpersonal skills with all healthcare professionals in order to ensure quality and continuity of care and as well, to ensure compliance with established policies and regulations. Advanced Clinical Support. Demonstrates advanced knowledge of managing care in the community and authoritatively utilizes various reference sources. Makes decisions and empowers others to collaborate in order to resolve problems within a complex systems environment. Applies authoritative knowledge of policies and procedures associated with operational activities that affect community care workflow, patient care, and the revenue process. Operates Computerized Programs. Utilizes computerized programs and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. Maintains patient confidentiality with written and verbal information, per HIPAA requirements. This may include preparing reports in various formats and presenting data to various organizational levels. Applies Knowledge of Medical Terminology. Demonstrates advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians in order to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility. Employee Education. Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor. Work Schedule: Monday thru Friday, 7:30am-4:00pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 92880-0 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-7 (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. (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: 1. 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. 2. 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. 3. Ability to provide briefings, orientations, staff development, and training related to administrative functions in a patient support setting. 4. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. Preferred Experience: Computer skills, Microsoft word, Excel, Power Point. Excellent communication skills. Consult management. References: VA Handbook 5005/117, Part II, Appendix G45, August 1, 2019.The full performance level of this vacancy is GS-7. Physical Requirements: Work requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching and lifting moderately heavy items such as manuals and record boxes. Work environment is in an adequately lighted, heated, and ventilated medical facility setting. The work environment involves everyday discomforts or risks that require normal safety precautions.

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 Ann Arbor VA Medical Center 2215 Fuller Road Ann Arbor, MI 48105 US
• Name: Heather Ostrowski
• Phone: 734-845-5391
• Email: [email protected]