The Supervisory Medical Support Assistant (MSA) has full responsibility for supervising administrative patient support staff in an outpatient or interdisciplinary setting. Mental Health provides medical administrative support to direct patient care throughout VCBHS.

Duties

The Supervisory Medical Support Assistant (MSA) has full responsibility for supervising administrative patient support staff in an outpatient or interdisciplinary setting. Mental Health provides medical administrative support to direct patient care throughout VCBHS. This includes outpatient appointment scheduling, consult scheduling, insurance capture and verification in support of cost recovery activities, transfers to and from all outpatient facilities, health information management, and federal records management. The Supervisory MSA: Assigns and evaluates the work of subordinate MSA staff. Resolves complex patient issues to ensure patient services are met identifying educational or training needs of subordinate staff. Resolving employee issues at the Supervisory level. Evaluates new products, equipment, and systems to make recommendations for improved clinic operations; making final decisions on hiring selections; evaluating performance, and taking disciplinary actions when necessary. Extracts and analyzes data to provide reports to senior management supporting performance measures, insurance captures, and workload. The effectiveness with which assignments are accomplished has a significant impact on the overall mission of the Mental Health Service. Conducts regular meetings with subordinates for discussion and resolution of work problems. Establishes new work methods and in-service training on an 'on going' basis. Schedules and encourages participation of employees in various VATVCBHCS training courses and opportunities. Initiates all requests for personnel action, performance appraisals, and serves on and/or chairs interview panels to conduct interview of applicants and makes recommendations to the selecting official. Works with HIMS and Quality Management staff to ensure appropriateness of Medical Records usage are in compliance with Tic standards, and Release of Information (ROI) and Privacy standards are upheld at all times. Utilizes extensive understanding of management principles and processes to analyze and evaluate program resources. Demonstrates analytical techniques and evaluation criteria to the measurement and improvement of the product line's effectiveness and overall organizational productivity. The administrative responsibilities of this position include education and training staff across the system on new Veterans initiatives, VHA Scheduling Directives and complete accurate scheduling processes. Assignments at this level include, but are not limited to the following: Responsible for implementing and maintaining Advanced Clinic Access principles. Stays abreast of clinic wait time issues, both length of time to appointment and actual time spent waiting for the provider. Functions as customer service leader in the clinic. Trains staff on customer service principles. Assesses patient satisfaction on a periodic basis. Investigates and problem solves patient care issues to include patient complaints and congressional inquiries. Provides orientation to new medical support assistant staff concerning administrative functioning of the clinic. Trouble shoots information technology issues to include use of CPRS and VISTA Imaging and hardware issues. Manages clinic supplies and equipment by interfacing with SPD and Biomedical Engineering. Maintains physical plant of the clinic by ensuring cleanliness and functionality of surroundings. Discusses, investigates, and responds to employee grievances and dissatisfactions in order to resolve conflicts. Responsible for oral and written presentations at large staff meetings. Provide ongoing training and assistance to new and incumbent personnel regarding office polies and procedures. The incumbent organizes and realigns the workforce to maximize productivity by reviewing clinical profiles and work ethics for maximum utilization of clinic capacity. Administer the internal review, quality, and productivity initiatives for the organization. Generate required reports. Monitors no-shows to clinic and assists in appropriate disposition of such patients. Monitors clinic functions for quality improvement opportunities. Anticipates needed changes based on data and recommends appropriate action or suggests appropriate alternatives. Daily monitoring of workload capture and view alerts (VA Alerts). Oversight to assists providers in completing encounters and clinical reminders. Daily monitoring of incoming consults to ensure timely and appropriate scheduling. Assists providers in the discharge of patients back to Primary Care as appropriate. Anticipates staff shortages and adjusts clinic schedule accordingly. Work Schedule: Monday - Friday, 8 AM - 4:30 PM Telework: Ad/Hoc Telework may be authorized Virtual: This is not a virtual position. Functional Statement #: 000000 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. Language Proficiency: Proficient in spoken and written English Experience: Six month of experience of clerical, office or other 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 Combination Experience/Education. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Grade Determinations: GS-0679-07 Supervisory Medical Support Assistant Experience: one year of experience equivalent to the GS-06 grade [level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting](e.g. as a Medical Support Assistant Advanced, Lead Medical Support Assistant, or equivalent) NOTE: Please see the Education Section of this announcement for the GS-6 Advanced Medical Support Assistant and Lead Medical Support Assistant Assignments. (c) 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. Preferred Experience: Knowledge in personnel management, organizational structuring and strategic planning Possesses interpersonal skills to motivate and provide instruction to diverse staff and solve complex administrative problems. Must be capable of functioning independently and making complex decisions Ability to use computer applications such as Microsoft Outlook, Power Point, Word, and Excel 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-07. The actual grade at which an applicant may be selected for this vacancy is GS-07. 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

Education may only be counted to meet the basic requirements for this position.

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.

Specialized experience is required to meet the GS-7 Grade Requirements.

For Reference, GS-6 Assignments

Medical Support Assistant (Advanced), GS-6 Assignment. The Advanced MSA [provides specialized and expert administrative patient support while working] collaboratively in an interdisciplinary coordinated care delivery model [ ]. [Work involves specialized administrative judgment and the flexible use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. Expertise in utilizing numerous advanced patient systems in support of multiple clinics involved in an interdisciplinary coordinated care delivery model. Coordinates] with the patient care team to review clinic [appointment availability] (utilization) [ ] to ensure that clinic [schedules are] closely monitored to effectively support the needs of the clinics, and [makes adjustments as necessary]. [MSAs at this level] develop [and/or] maintain effective and efficient communication with the patient, interdisciplinary [coordinated care delivery model teams] , VA medical centers, and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; communicate with non-VA medical facilities; [prepare correspondence] to notify patients of normal lab results; [ ] manage a [ ] system for follow-up care such as consults, tests, etc.). Other assignments at this level include, but are not limited to: [processes incoming patient secure messaging through MyHealthyVet and coordinates with care team as appropriate; participates in] team huddles and team meetings to manage, plan, [problem solve, and follow-up with] patient [care by sharing information and collaborating with the interdisciplinary team]; setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs; [identifies incomplete encounters and communicates findings to providers; as needed; assists] the team to reinforce the plan of care and self-help solutions; [enters] appropriate information into the electronic record; monitors pre appointment information and/or requirements to assure readiness for patient visit/procedure; [manages patient systems] to verify and validate accuracy and resolve issues; evaluates patient information and clinic schedule lists to determine whether [the patient requires an immediate appointment; informs team members] about shared patients ([i.e]., those who receive their care at multiple [VA centers] or those who [receive] care in the community) [ ]. 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].

Lead Medical Support Assistant, GS-6
Assignment. The Lead MSA is responsible for answering questions for lower graded staff relating to healthcare services in an inpatient or outpatient setting. The Lead MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues, and maintains efficient workflow. Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; conducting ongoing reviews 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 a liaison between MSA and staff to resolve day to day conflicts. 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.

Contacts

• Address VA TX Valley Coastal Bend HCS 2601 Veterans Drive Harlingen, TX 78550 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]