This Supervisory Medical Support Assistant (SMSA) position is in the Medical Administration Service of the Alexandria VA Health Care System located in Lafayette, LA.

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 Specialty, Mental Health and Call Center. The primary duties of the Supervisory Medical Support Assistant includes but are not limited to: Plans and directs programs at medical centers and/or satellite outpatient clinics Holds full supervisory responsibility for supervising at least one subordinate team leader or supervisor. Assigns and evaluates the work of subordinate staff Resolves complex problems to ensure patient services are met Evaluates new products, equipment, and systems in order to make recommendations for improved operations Identifies educational or training needs Makes final decisions on selections Evaluates performance, and takes disciplinary action when necessary. Full administrative and professional responsibility for planning and directing the MSAs' activities. Extracts and analyzes data to provide reports in support of performance measures to senior management. Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty, Mental Health, Ancillary, and Call Center) for Primary Care Clinics and also Specialty Clinics and performs all related duties, customer service and other duties assigned for the proper and timely treatment of patients Assures appointment schedules are maintained by MSA staff for one or more outpatient clinics. Assists with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Supports patient safety standards using the correct Veterans Affairs identification of all patients. Assists the Medical Support Assistants with the check-in process. Assures the Medical Support Assistants explains the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients. Assures staff collects, scans, and updates health insurance information serving a major role in the revenue process. Promotes veteran registration for and utilization of MyHealtheVet (MHV). Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA. Ensures that all necessary health/administrative information is integrated into Computerized Patient Record System (CPRS) by sending the documents to the appropriate department for scanning. Screens/receives 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. Trains staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Participates in the daily team led huddles and weekly team meetings where patient care planning and management occur. Independently manages position responsibilities with little supervision Sets priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Assists other MSAs with duties such as, but not limited to the Beneficiary Travel Program, Health Benefits Advisor Office, and Member Services Work Schedule: Monday-Friday 8:00am-4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 502-00053-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. (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. English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy. 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-08 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-08 (a) Experience One year of specialized experience equivalent to the GS-07 level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Specialized experience includes: Either utilizing patient systems to provide interdisciplinary support to multiple clinics, providing staff training, managing staff workload, following up on pending issues OR performing supervisory duties including work assignments, performance evaluations, selection of staff, delegating authority, providing staff development, and overseeing people and programs in a patient support setting. (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 include, but are not limited to: 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. (c) Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition, you must demonstrate ALL of the following KSAs in your resume: 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. 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. Ability to provide briefings, orientations, staff development, and training in a patient support setting. 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. **Resume must include hours per week for work experience credit. ** References: VA Handbook 5005/117 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679. The full performance level of this vacancy is GS 08. Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of the call volume or due to a patient complaint/concern.

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 Alexandria VA Medical Center 2495 Shreveport Highway Pineville, LA 71360 US
• Name: Tammy Stephens
• Phone: 325-901-4382
• Email: [email protected]