The Supervisory Medical Support Assistant - Specialty Service plans for, organizes, administers and directs how the support services work will be accomplished for the organizations served. Delegated full administrative responsibility for the multiplicity of detailed supervisory duties that require constant attention that are attendant in planning, coordinating, analyzing, and directing diverse activities.

Duties

Major Duties include but are not limited to: Provides the full range of administrative and supervisory duties to at least one subordinate MSA supervisor or team leader at the next lower grade level in a patient support setting which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements. Collaborates, communicates, and demonstrates customer service and interpersonal skills with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations. Provides briefings, orientations, staff development, and training in a patient support setting. Manages fiscal matters, forecast resource and equipment needs, and identify budget needs. Independently utilizing reference sources, decision making, and empowering the team to collaborate and resolve problems within a complex systems environment. Develops performance standards. Resolves complex issues to ensure that patient services are met. Evaluates new products, equipment and systems presented by team lead in order to make recommendations for improved operations. Reviews educational and training needs brought forward by the team lead. Makes decisions on employee selections, evaluates performance and takes disciplinary action when necessary. Provides the technical and management guidance necessary to achieve the optimum use of the service resources which require the application of highly specialized knowledge and skills. The position requires working independently basing decisions on applicable manuals, procedures, policies and responsible judgment. Gives advice, counsel, or instruction to employees on both work and administrative matters. Organizes work, sets priorities and delegates tasks and responsibilities in order to meet deadlines. Manages staffing requirements, manages priorities and coordinates work in order to complete duties in an accurate and timely manner. Follows up on pending issues while demonstrating an understanding of the impact of work not completed. Provides briefings, orientations, staff development and training. Prepares Functional Statements, establishes performance requirements, detailed competencies and periodically reviews functional statements and work perfo1mances for compliance with basic instructions and established procedures. Listens and resolves complaints from employees, referring group grievances and more serious unresolved complaints to a higher level management. Disciplines employees within delegated authority. Counsel's employees in such matter as work performance, leave usage, or proper conduct. Works with servicing Human Resources Management Office in participating in all steps of the recruiting and hiring process to expeditiously recruit for vacant positions and to select qualified employees, including obtaining at least two references for the selected candidate. Meets all established timeframes and deadlines in regards to the hiring process. Analyzes current and future workforce requirements to determine competencies and skills needed. Certifies timecards and attendance records and approves/disapproves all leave requests. Prepares the Holiday and Vacation schedules for sections supervised making sure adequate coverage is provided at all times. Conducts regularly scheduled meetings with the MSA staff and other services to keep them adequately informed of changes within Primary Care (i.e., procedures, policies, management, goals and objectives.) Operates computerized programs, utilizes computerized programs and databases in order to enter, modify and retrieve sensitive information and various data into or from our electronic medical records, scheduling systems and/or reporting formats. Maintains patient confidentiality with written and verbal information per HIPAA requirements. This may include preparing responses in various formats and presenting data to various organization levels. Analyzes problems, anticipate and resolve situations that adversely impact on patients and the organization. The incumbent will identify such problems to the GPM and recommend appropriate remedies or appropriate alternatives. Responsible for replying to congressional inquiries, investigates the impacts of new directives, guidelines, Medical Center Memorandums, Patient Advocate Tracking System alerts and suggests processes that need to be implemented or altered to assure compliance with policy changes. Performs other duties as assigned. Work Schedule: Monday - Friday, 7:30am - 4:00pm Compressed/Flexible:Not Available Telework: Available - Ad-Hoc Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized 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. 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. 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 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-0679-08: In addition to the Basic Requirements above, the following criteria must be met when determining the grade of candidates. Specialized Experience: You must have at least one (1) year of work experience that is equivalent to the GS-7 level, leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting, Examples of experience include: experience within a clinical environment; prioritizing and multi-tasking with completing deadlines; training new staff; monitoring and completing work assignments; resolve daily workplace issues or discrepancies; maintains efficient workflow; assuring coverage of all areas within the clinical responsibility; conducting ongoing reviews to ensure quality and correctness of work procedures; distributing and balancing workload; creating/maintaining employee work schedules; orienting and providing on-the-job training for new/current employees; full lead responsibility. Demonstrated Knowledge, Skills, and Abilities: In addition to the experience above, the candidate must demonstrate all of the following KSAs: 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. References: VA Handbook 5005/117, Part II, Appendix G45 dated 8/1/2019. The full performance level of this vacancy is GS-08. Physical Requirements: Work is performed in an office setting and is primarily sedentary. May require lifting and carrying of light loads (e.g. files, records, 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 Erie VA Medical Center 135 East 38th Street Erie, PA 16504 US
• Name: Ahsha Konate
• Phone: 412-822-1454
• Email: [email protected]