The Supervisory Medical Support Assistant (SMSA) provides technical and administrative supervision to a unit of Advanced Medical Support Assistants, Lead Medical Support Assistants and Medical Support Assistants. The SMSA oversees the daily operation of the unit, ensures that agency policies and priorities are being followed; develops performance standards; and evaluates work performance of subordinates.

Duties

The duties and responsibilities of the Supervisory Medical Support Assistant include but are not limited to: Supervises MSAs that are part of the integrated administrative and clinical teams throughout either Primary Care, Specialty Care, Mental Health, Community Care or the Centralized Call Center. Monitors daily staffing levels and ensures equal distribution of workload/coverage daily. Manages all aspects of the assigned MSAs and the leads in the teamlet, Adheres to VHA policy regarding scheduling. Audit's appointments weekly by subordinate staff and provides feedback. Ensures use of standardized tools including Consult Toolbox, VSE, ICB scanners, etc. Responsible for identifying backlogs in workload and potential procedural problems by observation/monitoring of the activities for the team and brings them to the attention of the Scheduling Manager or Community Care Manager as appropriate. Observes and spot checks employee reports and/or other reporting mechanisms. Provides weekly, monthly and quarterly reports within established time frames and report to the supervisor. Collaborates, communicates, sets priorities, and organizes the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations. Review's competency folders for staff regularly to ensure up to date information and that staff are capable and competent. Attends VISN and national calls on scheduling and access and disseminates to staff and updating competency folders with changes. Responsible for reviewing the work of all MSAs for accuracy and completeness, using current laws and directives. Posses skills and tact in effective communication. Demonstrates advance knowledge of the technical health care process as it relates to access to care. Assists with contacting Veterans by telephone to explain pending or new consult requests, recalls or orders for complex situations. Ensures that Veteran appointments are made with other VA facilities, contract providers, and/or referred to community providers of Veteran's choice as appropriate based on current access and regulations. Utilizes automated tracking tools as well as computers to perform a wide variety of recordkeeping, correspondence, and tracking operations is required. Skilled in data entry to manipulate and correct information in various databases or records. Responsible for incorporating training and education modules into teams and ensures integration of new guidance into performance standards. Oversees adoption and utilization of new tools, technologies, and SOPs into staff and facility work plan. Completes multiple assignments varying in degree of difficulty to ensure patient needs are met, reducing internal transfers, and reducing barriers to unnecessary delays and patient care diversions. Ensures that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to the appropriate department for scanning. Screens/receives 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. Performs quality control and monitoring, specifically ensuring that patient documents are linked to the correct consult and closed accurately. Schedules Veteran appointments with using VSE or other software scheduling options. Establishes business rules to schedule appointment for Veterans which includes clinic visits from orders or patient requests, consultations, and entries into the Recall Reminder system. Complies with the mandatory training requirements for the outpatient scheduling processes. Ensures all appointments are scheduled timely and the provider and patient's desired dates are met. Ensures that orders are completed in accordance with policy. Appropriately documents all attempts to contact patients in the Medical Record. Work Schedule: Monday - Friday; 8:00am - 4:30pm Telework: Ad-hoc only Functional Statement #: 54008-A Financial Disclosure Report: Not required

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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 - Equivalent combination of experience and education. 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 3j. 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-8 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.] 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. 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.] Preferred Experience: Leadership and scheduling experience. References: VA HANDBOOK 5005/117 Part II Appendix G45 Physical Requirements: The work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting, working with others and/or alone. As typical in an office setting, there is the possibility for multiple distractions from normal operating functions and the incumbent is expected to be able to physically perform the duties of the position, aides permitted (which may include walking, sitting, standing, reaching, and bending.) The work may also include the need for light lifting and carrying (under 15 lbs.) of work materials (i.e.: books, binders, papers, etc.).

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 Jack C Montgomery VA Medical Center 1011 Honor Heights Drive Muskogee, OK 74401 US
• Name: Fletcher Linhart
• Phone: (303) 202-8671
• Email: [email protected]