This position serves as the Supervisory Medical Support Assistant located in the Patient Admin Department (PAD), located at the Captain James A. Lovell Federal Health Care Center (FHCC) in North Chicago, Illinois.

Duties

This position serves as the Supervisory Medical Support Assistant (MSA) at the GS-08 level located in the Ambulatory Care and Processing Division, Patient Administration Department, Resources Directorate located at the Captain James A. Lovell Federal Health Care Center (FHCC) in North Chicago, Illinois. This position supervises intake registrations, enrollment and admission support to veterans, recruits, active duty, and other eligible beneficiaries. Incumbent provides inpatient ward administration support as needed and requires working knowledge of admissions, discharges, transfers, and use of physician orders to assist with trouble shooting in support of patient safety. Duties include: Establishes guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management system. Provides training and encourages staff development. Administers new employee unit orientation and conducts staff meetings. Resolves informal complaints and grievances. Develops work improvement plans, recommending personnel actions. Reviews and approves or denies leave requests. Manages medical administrative functions associated with clinical support programs for the FHCC. Evaluates new products, equipment, and systems to make recommendations for improved operations Performs a variety of duties to carry out work concerned with assuring quality of work transactions to carry out health care programs and functions. Distributes and balances the workload among employees making sure work is accomplished in a timely manner by monitoring the status and progress of work. Knowledge and skill of a qualified typist to facilitate prompt and efficient data input is required at a minimum of 30 words per minute. The incumbent can be pulled to work in various Departmental areas because of staffing shortages and backlog reports. Work Schedule: Wednesday - Sunday, 7:30 am to 4:00 pm - including weekends/holidays 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. a. Citizenship - Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). b. 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. c. Certification - None required. d. Grandfathering Provision - All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to [Title] 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. e. 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. f. Physical Requirements - The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern. See VA Directive and Handbook 5019. g. 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. In addition to meeting the basic requirements stated above, the following qualifications criteria must be met in order to qualify at the GS-8 grade level for this Supervisory MSA position. Specialized Experience: One (1) year of specialized 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. Specialized experience must include the ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines; skill in communicating with individuals in order to obtain the desired effect, ensuring compliance with established policies and regulations; ability to provide staff development and training; ability to manage staffing requirements, manage priorities, and coordinate work in order to complete duties in an accurate and timely manner; ability to follow-up on pending issues and demonstrating an understanding of the impact of incomplete work; and the ability to review and monitor data to ensure all reports are complete and accurate; advanced knowledge of managing a clinic; advanced knowledge of policies and procedures associated with operational activities that affect patient flow, patient care, and the revenue process; and advanced knowledge of medical terminology. AND In addition, candidates must demonstrate the following Knowledge, Skills, and Abilities: Ability to provide the full range of administrative and supervisory duties which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancement. Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with all healthcare professionals to ensure quality/continuity of care and ensure compliance with established policies and regulations. Ability to provide briefings, orientations, staff development, and training. 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, Medical Support Qualification Standards. This can be found in the local Human Resources Office.

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 Captain James A Lovell Federal Health Care Center 3001 Green Bay Road North Chicago, IL 60064 US
• Name: Amy Hemstreet
• Phone: 612-814-1745
• Email: [email protected]