This position serves as the supervisor of the medical support assistants (MSA) in the Radiology/Nuclear Medicine Service at Indianapolis VA Medical Center and reports directly to the Radiology Clinical Manager. Position involves overseeing the MSA Radiology Scheduling department, Advanced MSA's in CT, IR/US, Nuclear Medicine, MRI, the reading room assistant and frontline line MSA personnel.

Duties

Major duties of the Supervisory Medical Support Assistant include but are not limited to: Monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow for all Radiology MSA's. Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between MSA and staff in order to resolve day to day conflicts. Performs all midterm and annual appraisals for subordinate staff. Makes recommendation on educational and training needs. Responsible for management of Human Resource aspects of service operations, including hiring and disciplinary action, Labor/Management relations, performance appraisals. Responsible for resource management and distribution, assessing staffing levels and needs, space planning, and assessing equipment and technology needs along with corresponding requests for needed resources. Makes recommendations for awards and/or advancements. Serves as key contact for physicians, veterans, family members, and other staff members who are trying to obtain radiology images, reports, and other related information regarding radiological procedures, images, and reports. Personally, greet veterans, families, and other staff members requesting assistance. Resolves simple complaints of patients and refers others to the clinical manager or area supervisors. Answers general questions pertaining to Radiology such as, but not limited to, policies, appointment scheduling/cancellation, hours, and availability of services. Receives telephone calls from internal and external customers in timely manner. Provides the appropriate response to inquiries and responds to requests for appointments in a timely manner. Determines the source of the telephone call and handles appropriately in accordance with Service and Medical Center Monitors that patients are effectively screened at the time of scheduling to assess factors or contraindications. Ensures patients are scheduled for radiology test in accordance with the service procedures and policies: and instructs patients on standard preparation required prior to exam (I.e. liquid intake, medications, dietary instructions, lab tests, etc.). Schedules appointments in the scheduling package; avoiding conflicts with other scheduled appointments within the Service, and other Medical Center services. Ensures patients requiring contrast studies have appropriate labs prior to their scheduled examination and reacts to abnormal lab results by notifying provider and scheduling hydrations and additional resources to support clinical needs Ensures that patients are scheduled within 30 days of desired date by the provider. Utilizes patient driven scheduling criteria to aid in decreasing no-show and missed opportunities. Monitors RMS appointment package to ensure that appointment slots are not overbooked unless requested by Imaging supervisor and/or staff Radiologist. Runs daily and weekly reports to ensure the schedulers are staying within the national guidelines. Follows guidance on cancellation of exam orders for no show appointments and failure to contact patients. Tracks patients sent out to community care and ensures exams are placed on hold until guidance is given and/or images are received back to the department. Work Schedule: Monday - Friday, 7:30am - 4:00pm (no weekends / holidays) Compressed/Flexible:Not available Telework: Available Virtual: This is not a virtual position. Functional Statement #:92085-0 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): 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. 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, Education. One year above high school; OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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-8 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. Candidates must demonstrate, in their resume, all of the KSAs below: 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. Preferred Experience: Supervisory experience References: VA HANDBOOK 5005/117 PART II APPENDIX G45 Physical Requirements: The work is sedentary. Typically, the employee sits comfortably to do the work. However, there may be some walking, standing, bending, carrying of light items such as papers, books, small parts, or driving an automobile, etc. No special physical demands are required to perform the work.

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 Richard L Roudebush VA Medical Center 1481 West Tenth Street Indianapolis, IN 46202 US
• Name: Lenora Turney
• Phone: 317-793-8031
• Email: [email protected]