This Supervisory Medical Support Assistant (SMSA) position is in the Health Administration Service of the Michael E. DeBakey VA Medical Center at the Lake Jackson VA Outpatient Clinic in Lake Jackson, Texas.

Duties

The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor for all Advanced Medical Support Assistants (AMSA) and Medical Support Assistants (MSA). The Supervisory MSA works collaboratively in an interdisciplinary coordinated care delivery model and is a foundational role within the Lake Jackson VA Outpatient Clinic. Duties of this position may 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 for improved operations Identifying educational or training needs for subordinate staff Making final decisions on selections for hire Evaluating performance and taking disciplinary action when necessary Extracting and analyzing data in order to provide reports in support of performance measures to senior management Ensuring appointment schedules are maintained by MSA staff Assisting MSA staff with clinic access contingency plans by adjusting appointment times, location, or dates as well as shifting patients to other healthcare providers to maintain efficient patient flow Assuring MSA staff explains the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients Promoting veteran registration utilizing MyHealtheVet (MHV) Setting the tone for high quality healthcare services at the VA Ensuring that health/administrative information is secured and integrated into Computerized Patient Record System (CPRS) Receiving phone calls in a courteous and timely manner, determining the nature of requests and providing the information desired using privacy rules and established clinic processes Training staff on the requirements of VHA Scheduling Directives and complete and accurate scheduling responsibilities Reviewing of active/pending consults, Electronic Wait List, Recall list and Audiocare communications on a daily basis for accuracy and disposition Participating in the daily team huddles and weekly team meetings and ensuring participation from MSA staff on a rotating basis Communicating and treating customers (patients, visitors, volunteers, and all Medical Center staff) in a courteous, tactful, and respectful manner Work Schedule: Monday - Friday, 8:00am-4:30pm Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 580-00711-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. One of the following must be met: (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/Educatin Combination. Equivalent cmbination of experience and education are qualifying for entry level for which both education and experience are acceptable. Certification. None required. 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. To qualify for the GS-7 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-7 (a) Experience. One year of experience equivalent to the GS-06 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Resume must include hours per week for work experience credit. Specialized experience includes: Collaborating with medical clinicians across multiple disciplines, scheduling interdisciplinary appointments, and possessing an advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community OR providing staff development and training, delegating responsibilities/assigning workload to other staff members, following up on issues, and reviewing and monitoring data to ensure reports are complete and accurate (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. (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. References: VA Handbook 5005/117 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679. Preferred Experience: Leading patient support staff in a medical clinic. Independently utilizing reference sources to make decisions. Empowering a team to collaborate and resolve problems. The full performance level of this vacancy is GS-07. Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment.

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 Michael E DeBakey VA Medical Center 2002 Holcombe Boulevard Houston, TX 77030 US
• Name: Stephanie Dufour
• Phone: 719-216-4458
• Email: [email protected]