The incumbent serves as a Supervisory Medical Support Assistant (MSA) and performs clerical and administrative support in the coordination, care, and treatment provided to patients throughout the Surgical/Specialty Care Service Line (SSC SL) in the St. Cloud VA Health Care System (VAHCS), including all Community Based Outpatient Clinics (CBOCs).

Duties

The Supervisory MSA plans and directs programs for the SSC SL throughout the VAHCS and has full supervisory responsibility. 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. He/she is responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. The employee has full administrative and professional responsibility for planning and directing the MSAs' activities to include ensuring coverage of all areas of responsibility, conducting ongoing reviews and audits 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 MSAs and other staff in order to resolve day to day conflicts. Incumbent is responsible for coordination of clinic flow, establishment of outpatient clinics, workload capture, and other administrative support functions associated with the day-to-day clinic operation. He/she will manage clinic scheduling by establishing new clinics, canceling clinics and opening clinics, and canceling and rescheduling patient appointments. The Supervisory MSA assists the Administrative Officer in monitoring and ensuring the integrity of various databases, to include the electronic wait list (EWL), consult management, open encounters, recall reminder management, the Insurance Capture Buffer (ICB) system, and other reports and data used in the management of administrative and customer service within the servicer line. He/she is responsible for data collection, presentation, and reporting as directed. The Supervisory MSA performs essential functions of the other service line MSAs on a relief basis during periods of absence or leave. He/she is responsible for scheduling appointments, including interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments include, but are not limited to: scheduling, canceling, rescheduling patient appointments and/or consults, entering no-show information, monitoring the electronic wait list (EWL), preparing for clinic visits, monitoring patient appointments for areas of responsibility, and verifying and updating demographics and insurance information. The employee interprets outpatient policies to patients, their families, agency employees, and Veterans' organizations. He/she provides information and guidance to agency employees as requested. He/she extracts pertinent information from patient records and processes providers' plan for diagnosis and treatment. The employee provides technical assistance to clinical staff concerning access to a variety of avenues for providing care; i.e., specialty clinics, prosthetic services, imaging services. He/she retrieves medication profiles, test results, and patient information from Veterans Integrated and Systems Technology Architecture (VistA) or Computerized Patient Record System (CPRS), as requested by the clinician. The incumbent is responsible for maintaining adequate supply of forms utilized in the processing of patients during their procedure/clinic visit/admission. The employee performs administrative and clerical functions within the other areas of the SSC SL and rotates among specialty care clinic areas. Work Schedule: Monday-Friday 7:30am-4pm Telework: Ad-Hoc 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

BASIC REQUIREMENTS. 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. You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. 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. GRADE REQUIREMENTS FOR GS-7 Supervisory Medical Support Assistant In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below. 1. Experience-One year of experience equivalent to GS-6 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Examples of experience may include: Organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Communicate with individuals to obtain the desired effect, ensuring compliance with established policies and regulations. Provide staff development and training. Manage staffing requirements, manage priorities, and coordinate with staff in the unit in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work. Review and monitor data to ensure all reports are complete and accurate. AND 2. Demonstrated Knowledge, Skills, and Abilities Candidates must demonstrate all of the KSAs below: 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. 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 related to administrative functions in a patient support setting. 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 Preferred Experience: One year supervisory, excellent oral and written communication skills, ability to utilize multiple technology platforms such as Word, Excel, ext.

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 St Cloud VA Medical Center 4801 Veterans Drive St Cloud, MN 56303 US
• Name: Glenda Abfalter
• Phone: 3202556480 X5201
• Email: [email protected]