This Supervisory Medical Support Assistant position is in the Medical Service for the VA Boston Healthcare System, at the Jamaica Plain campus. This is a full time position at 40 hour a week.

Duties

Duties: The incumbent will serve as the Supervisor for Advanced Medical Support Assistants within the Medical Service. Major duties include but are not limited to: Planning, organizing and directing the work of lower graded advanced medical support assistants. Working on taskings related to access and operations of the Medical Service specialty clinics. Identifies developmental training needs of employees and arranges training when required. Conducts in-service on-the-job skills assessment and instruction. Assigns work based on requirements and resources available. Reviews work produced and analyzes weekly reports to evaluate production. Ensures schedulers are managing their clinics' consults and follow-up appointments per VA scheduling rules and directives. Resolves incomplete encounters daily and assigns to team to correct as appropriate Ensures schedulers capture insurance of all patients who check in for their face to face visits Ensures all schedulers update demographic information for all patients who check in for their visits. Conducts regular huddles with medical support assistants. Communicates and updates staff on policy changes and new procedures. Services as point of contact for resolving patient issues especially regarding appointment and scheduling concerns and patient complaints. Acts as liaison with medical support assistants, medical staff, nursing staff and other services. Manages schedulers' performance appraisals and opportunities for performance improvement. Ensures schedulers' timecards are validated and certified every other week. Communicates regularly with Section Chiefs and maintains strong relationships with Section leadership. Collects, compiles and tracks data and statistical information in support of several VA, VISN and local programs. Will manage other duties as assigned by supervisor Work Schedule: Monday - Friday 8:00am - 4:30pm Telework: Not Authorized Compressed Work Schedule: Not Authorized Virtual: This is not a virtual position Functional Statement #: PD909140 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required NOTIFICATIONS: This position is not a bargaining unit position. Positions are in the Excepted Service. Veterans' preference does not apply for other current permanent Federal agency employees. Current federal employees must submit copies of their most recent non-award SF50 (notice of personnel action). The SF50 must identify the position, title, series, grad, step, tenure and type of service (competitive or excepted). In some cases, more than one SF50 may be required to show a higher grade previously held. These positions are covered by locality-based comparability pay. Incomplete applications will not be considered.

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. To qualify for this position, applicants must meet all requirements by the closing date of this announcement 11/24/2023. 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. 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 3j. 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. Grade Determinations: GS-8 Grade Level Requirement. Experience: In addition to meeting the Basic Requirements, candidates must possess 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. and be able to demonstrate the Knowledge, Skills and Abilities (KSAs) as summarized below: This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff]. Ability to provide staff development and training. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. 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 AND Must demonstrate 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. Ability to work with Medical Service leadership to forecast resource and equipment needs and identify budget needs Preferred Experience: Supervisory experience in the past, preferably in VA, for at least one year. Experience with data analytics and expertise in Excel, Word, and PPT. References: VA Handbook 5005, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standard. The full performance level of this vacancy is GS-8. Physical Requirements: The work requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching, and lifting moderately heavy items such as papers, books, manuals, record boxes and boxes of computer paper. Computers are used and therefore keyboarding is required. The work includes walking from area to area when covering other employees. Applicant may at times be exposed to stressful situations.

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 VA Boston Healthcare System 940 Belmont Street Brockton, MA 02301 US
• Name: Diane McClure
• Phone: 774-826-4912
• Email: [email protected]