The Supervisory MSA serves as the direct line supervisor for MSA staff assigned to their respective sections and has a foundational role within the VHA Patient Aligned Care Team(s) and/or Specialty Care Interdisciplinary Team(s). Patient care is delivered in a team- based model known as the teamlet. Members of the teamlet include the MSA, a Registered Nurse Care Manager, a Licensed Practical Nurse/Licensed Vocational Nurse, and a primary care provider.

Duties

Duties may include but are not limited to: *Requires a practical knowledge of an extensive body of the organization's rules and regulations governing confidentiality, including but not limited to the Privacy Act, HIPAA, the Freedom of Information Act (FOIA). *Skill in compiling readily available data from prescribed sources. Knowledge of the organization to search records, files, or electronic data banks to locate information needed and to verify information given. Familiarity with one or more established automated systems to enter, correct, and retrieve factual information. *Possess knowledge of clinic processes and services to function in and interact with various clinics throughout the hospital. Employee must have knowledge of and ability to apply policies and procedures associated with operational activities that affect workload data. *Provides supervisory medical administrative support to one or more outpatient clinics and is an integral member of the outpatient clinic team to effectively carry out day-to- day administrative operations of the clinic. *Responsible for assuring accurate appointment management and the coordination of all administrative information between the professional staff and the patient. This includes updating and verifying demographic information, scheduling appointments, collecting insurance information, data entry, administratively managing consultation requests and the electronic waiting list, and notifying the patient of his/her scheduled appointment. *Ddemonstrate technical competency in the use of the VistA and CPRS systems. The incumbent orients medical staff to basic administrative policies and procedures dealing with outpatient scheduling and other administrative topics. *Provides administrative support to Physicians, Physician's Assistants, Nurses, Advanced Registered Nurse Practitioners, Dietitians, Social Workers, and other administrative and professional staff throughout the Primary Care Service area. The outpatient program requires administrative scheduling and appointment coordination for diagnostic testing and consultative appointments for many clinical services. *Provide excellent customer service and must adhere to VA local and National and Service policies and procedures. *Abide by federal privacy and confidentiality regulations and exhibit ethical conduct all times. Employee must complete and adhere to necessary annual VHA training requirements; this includes tracking employee completion of training in the Talent Management System (TMS). He/she has a key role in the VHA Network Performance Measures for Revenue, Customer Service, Access to Care, and overall quality of healthcare delivery. *Have knowledge of quality assurance/performance improvement principles and is responsible for assuring these administrative functions are carried out in the performance of their duties. Persons in this position may be required to conduct individual quality assurance/process improvement checks/studies. He/she must be knowledgeable of Joint Commission requirements specific to his or her job; such as patients' rights, emergency preparedness, information security ethical conduct, and environment of care. Understand how to identify a Joint Commission surveyor and be able to articulate answers to questions they may be asked. *Assists staff with a variety of clerical duties in one or more outpatient clinics that provide a variety of medical services. The incumbent must have knowledge of clinic procedures and regulations; basic medical terminology, skill in operating computer systems and applications, such as VistA, CPRS, and Microsoft applications to accurately enter or extract information. *Performs a variety of supervisory administrative functions associated with patient care and treatment in one of several clinics performing a variety of medical services. Employee must acquire knowledge of internal organizational procedures, knowledge of various facility services, knowledge of commonly used medical terminology and abbreviations, and VA acronyms and their meaning. Incumbent must have a thorough knowledge of enrollment, eligibility and beneficiary travel and will assist as a backup for these programs. Work Schedule: Monday through Friday, 8:00am to 4:30 pm CST Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required *This is a Non Bargaining Unit Position*

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 Certification: None required. 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. 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. Physical Requirements: See VA Directive and Handbook 5019. 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 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. 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. 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: 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: Previous supervisory experience Previous experience resolving complex issues concerning patients, co-workers and visitors One year experience conducting briefings, orientations, staff developments and training Experience conducting performance evaluations for subordinates Previous Lead MSA, Advanced MSA , MSA experience Experience working closely with upper management. References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standard GS-0679 Veterans Health Administration August 1, 2019. The full performance level of this vacancy is GS-08. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

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.

NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.

Contacts

• Address George H O'Brien Jr VA Medical Center 300 Veterans Boulevard Big Spring, TX 79720 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]