The incumbent serves as a Supervisory Medical Support Assistant (MSA) in the Health Administration Department. The applicant will work outpatient services. The incumbent will work for the Saint George, Utah, Community Based Outpatient Clinic (CBOC). The incumbent performs duties related to the receipt, intake, and indexing of health and administrative information and supervises all MSA's in the designated clinics.

Duties

The Supervisory Medical Support Assistant (MSA) position(s) serves as the direct line supervisor for the Lead Medical Support Assistant(s) and all Medical Support Assistant (MSA) staff and is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative and all interdisciplinary clinics that support the initiative to include Compensation and Pension (C&P), Specialty and Call Center. Patient care in Primary Care is delivered in a team-based model known as the Patient Aligned Care Team (PACT). Members of the Pact include the MSA, a Registered Nurse Care Manager, a Licensed Practical Nurse/Licensed Vocational Nurse, and a Primary Care Provider. The PACT provides the majority of the healthcare needs for an assigned panel of patients. The PACT works collaboratively with other members of an expanded healthcare team including pharmacists, social workers, dieticians, behavioral health staff, etc. to provide a robust interdisciplinary approach to care. Important interfaces and collaborations also occur with larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community-based programs. 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 initiatives. The Supervisory MSA plans and directs programs at medical centers and/or satellite outpatient clinics and has full supervisory responsibility for supervising at least one subordinate team leader or supervisor. Assignments at this level 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; making final decisions on selections; evaluating performance and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSAs' activities. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent(s) at least 25% of the time. Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate, and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. When records are received, the incumbent(s) will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to the appropriate department for scanning. Incumbent(s) must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Incumbent(s) must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: a. Schedule appointments accurately in a timely manner. All appointments will be made with the patient's input. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. b. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. c. Daily review of active/pending consults, return to clinic orders, recall list and Audio care communications for accuracy and disposition. The Supervisory MSA may be asked to participate in the daily PACT huddles and weekly team meetings where patient care planning and management occur. Incumbent(s) will rotate this to assure all MSA staff is in attendance and understand the process. Work Schedule: Monday - Friday 7:30 am - 04:00 pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 53747-O Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

• You must be a U.S. Citizen to apply for this job.
• Must be proficient in written and spoken English.
• Selective Service Registration is required for males born after 12/31/1959.
• You may be required to serve a probationary peri
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process.
• Must pass a TB test.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

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. (a) Experience. One year of 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 must be demonstrated. (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 must include: 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. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. 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 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. (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 in a patient support setting. (4) Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. (5) 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 August 1, 2019 The full performance level of this vacancy is GS-08. The actual grade at which an applicant may be selected for this vacancy is at the GS-08 level. Physical Requirements: The incumbent must be able to perform all activities of the position without restriction. The work is primarily sedentary although some slight physical effort may be required. However, there may be some walking; standing; bending; carrying of light items such as papers, books, or small parts. Incumbent may be susceptible to eyestrain from working long hours on the computer. The physical demands of the work are generally minor. The work is primarily sedentary (6-8 hrs.) although, there is some walking (1 hr.), bending (1hr), and carrying of bulky files (1-10 lbs.) and some extended periods of standing (2 hrs.).

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 VA SALT LAKE CITY HCS 500 Foothill Drive Salt Lake City, UT 84148 US
• Name: Eddie Woods
• Phone: 317-988-0086
• Email: [email protected]