This Supervisory Medical Support Assistant (SMSA) position is in the Health Administration Service of the Southeast Louisiana Veterans Health Care System located in New Orleans LA.

Duties

The Supervisory Medical Support Assistant (MSA) position(s) serves as the direct line supervisor for all MSA staff within their assigned clinical area/group, Lead Medical Support Assistant(s) and all Medical Support Assistant (MSA) staff. The Supervisory MSA will also serve as the direct line supervisor for the Lead MSA and MSA staff at any of the Community Based Outpatient Clinics, all interdisciplinary clinics to include Specialty, Compensation and Pension (C&P) and Call Center staff that support the initiative. The duties of the Supervisory Medical Support Assistant include but are not limited to: Assigning and evaluating the work of subordinate staff Resolving complex problems to ensure patient services are met Evaluating new products, equipment, and systems in order to make recommendations Identifying educational or training needs Making final decisions on selections Evaluating performance, and taking disciplinary action when necessary Planning and directing the MSAs' activities Extracting and analyzing data to provide reports in support of performance measures Assists with clinic access contingency plans Works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, Specialty, C&P and Call Center) for Primary Care Clinics and Specialty Clinics Assures appointment schedules are maintained by MSA staff for one or more outpatient clinics Supports patient safety standards using the correct Veterans Affairs identification of all patients using two forms of identification, name and full Social Security Number Assisting the MSA staff in the check-in process Updates patient demographic information, either in person during check-in or over the phone Assures MSA staff explains the VA's mandate to collect insurance information Assures staff collects, scans, and updates health insurance information Promotes veteran registration for and utilization of MyHealtheVet (MHV) Ensuring that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) Sending documents to the appropriate department for scanning. Screening/receiving phone calls in a courteous and timely manner Training staff on the requirements of VHA Scheduling Directives Scheduling appointments and utilize the Electronic Waiting List accurately and in a timely manner Reviewing active/pending consults, Electronic Wait List, Recall list and Audiocare communications for accuracy and disposition Participates in the daily teamlet huddles and weekly team meetings Assisting in the Beneficiary Travel Program and Health Benefits Advisor Office/Member Services Work Schedule: Monday - Friday 7:30am - 4:00pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 629-00524-F 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. (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. Physical Requirements: See VA Directive and Handbook 5019 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. **Resume must include hours per week for work experience credit.** References : VA Handbook 5005/117 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679. The full performance level of this vacancy is GS-08. Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation and would generally not require a pre-placement examination.

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 New Orleans VA Medical Center 2400 Canal Street New Orleans, LA 70119 US
• Name: Susie Bryan
• Phone: 918-348-9281
• Email: [email protected]