The incumbent is assigned to the Medical Care Clinical Center (MCCC) at the VA Maryland Healthcare System at the Baltimore location. The goal of this position is to supervise a variety of administrative duties performed by the Lead Medical Support Assistants and Advance Medical Support Assistants that facilitate an effective workflow for the clinical staff.

Duties

The Supervisory Medical Support Assistant demonstrates knowledge and expertise in the Patient Administration process to include: Scheduling appointments in accordance with VHA Directive 1230 and VHA Directive 1232 (2); including canceling, re-scheduling, and no showing patient appointments and/or consults. Verify and update patient demographics to include capturing of insurance data. Ensure clinic assigned staff are appropriately utilizing the Recall List (Delinquent), Return to Clinic Orders (Query from VSE GUI) and View Alerts for accurate disposition daily. Ensuring patient encounters are completed for clinics assigned by the end of each business day (no-shows and patient cancellation). Ensuring that consults greater than 90 days have proper documentation for additional scheduling attempts or dispositioning directed by the provider. Responsible for tracking and management of consults for clinics assigned. Responsible for providing feedback to providers when additional information for scheduling is required. Extracting medical information from electronic records when requested by Providers, Social Workers, Nurses, and Supervisors while maintaining HIPPA standards. Ensure clinic assigned staff is appropriately maintaining delinquent recall, insurance capture buffer exception list and appropriately utilizing VSE GUI for clinics assigned. Receiving/directing both patients and visitors, in person and by telephone, answering routine inquiries, and making appropriate referral of questions concerning patients' care. Relaying test results to appropriate medical staff to include recognizing and referring urgent results to the professional staff for immediate action. Coordinate patient transportation and/or travel concerns with the Veterans Transportation Service and Bene-Travel staff. Monitor and make daily work assignments, resolve daily workplace issues, and maintain efficient workflow in the clinics assigned. Complete daily rounds to ensure adequate administrative support coverage in all areas distributing and balancing workload in clinic areas assigned. Ensures accurate daily posting of employee's time assigned to specific T&L unit and timecards certified by the required time for accurate processing. Complete timely clinic modifications which includes but not limited to cancelation, adding additional slots, inactivation's, once approved by the Supervisory Health System Specialist (Site Manager). Provides information of medical center policies and procedures appropriately to subordinate employees. Ensures front line staff is setting the tone for perception concerning quality of healthcare services at the VAMHCS with a high degree of tact and diplomacy. Provide the full range of administrative and supervisory duties including assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements. Ensures patient safety standards are meet by subordinate staff using the correct Veterans Affairs identification of all patients using two forms of identification. Collaborate, communicate and demonstrate customer service and interpersonal skills with all professionals to ensure quality/continuity of care and ensure compliance with established policies and regulations. Delegates authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. Provide initial orientation and retraining when necessary to both new and current employees. Other duties as assigned. Work Schedule: Monday - Friday 8:00a - 4:30p Telework: No Functional Statement #: 00000 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 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. Must have the mental, emotional and physical ability to satisfactorily perform the duties of the proposed assignment and pass the requisite laboratory and other screening as required by Federal regulatory agencies and meet the physical demands as described below. English Language Proficiency. Must be proficient in spoken and written English 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). Preferred Experience: Held position of Lead AMSA GS7 for 52 weeks. Grade Determinations: GS-8: Supervisory Medical Support Assistant A) Experience. One year of experience equivalent to the GS-7 grade level. *Examples of assignments and knowledge, skills and abilities at the GS-07 grade level include but are not limited to: Assignment: Lead MSA - responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include, but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. Resume must reflect all required GS-8 KSA'S: 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, Dated 8/1/2019. The full performance level of this vacancy is GS-8.The actual grade at which an applicant may be selected for this vacancy is a GS-8. Physical Requirements: The work is mainly sedentary. Typically, the employee sits comfortably to do the work. However, there may be some bending, walking, standing, and carrying of light items such as patients' files, mail, and records. No special physical demands are required to perform the work.

Education

There is no educational substitution for this position/grade level.

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 Maryland Health Care System 10 North Greene Street Baltimore, MD 21201 US
• Name: Tania Hopson
• Phone: 404-417-5442
• Email: [email protected]