The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor to all Advanced Medical Support Assistant (AMSA), Medical Support Assistant (MSA) staff in Medical Service.

Duties

Major Duties: Assigns and evaluates 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 selections; evaluating performance, and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. Responsible for extracting and analyzing data 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 at least 25% of the time. Responsible for managing medical center Medical Service clinic grids and clinic cancellations, clinic letters, and any other clinic scheduling needs in collaboration with the Medical Service Administrative Officer. Works collaboratively in Medical Service and performs all related duties; customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics. S/He must assist with clinic contingency plans by adjusting appointment times, locations, 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 using two forms of identification, name and full Social Security Number. The patient may also present the Veterans Identification Card (VIC) for identification. When assisting the AMSA staff in the check-in process, he/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incident of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Assures AMSA staff 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. The incumbent contributes to the revenue 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. 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. Incumbent must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: a. Schedule appointments and utilize the Electronic Wait List accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or CBOC whenever possible. b. Notifies his/her supervisor when clinic access is less than desirable or is an individual patient cannot be scheduled with mandated clinic timeframes. c. Daily review of active/pending consults, Electronic Wait List, Recall List, Actions Required and AudioCare reports for accuracy and disposition. The Supervisory MSA may be asked to participate in the Medical Service huddles and weekly team meetings where patient care planning and management occur. The incumbent can independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Work Schedule: Monday - Friday, 7:30 am to 4:00 pm Telework: Ad-hoc telework may be available per agency policy 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. 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. 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. 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, you must have one year of experience equivalent to the GS-7 grade level leading or supervising medical support assistants or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Experience at the GS-7 includes but is not limited to: Assigning work, evaluating training records, determining training needs, assists with complex and non-standard procedures, ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. Candidates must also demonstrate all of the knowledge, skills, and abilities below: 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. Preferred Experience: N/A References: VA Handbook 5005/53; Part II, Appendix G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD, dated August 1, 2019. Physical Requirements: The work is primarily sedentary, all though some light physical effort may be required. Typically, the employee may sit comfortably to do the work; however, there may be some walking, standing, bending and carrying of light items like paper and books. 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 Cincinnati VA Medical Center 3200 Vine Street Cincinnati, OH 45220 US
• Name: Jennifer Shifflett
• Email: [email protected]