The Supervisory Medical Support Assistant (MSA) position provides coordination and technical assistance on all local administrative training matters, within HAS related to employee's education. Responsible specifically for training, and surveys, arranging training space and subject matter experts to facilitate training, evaluation, and program development. The incumbent applies specialized knowledge and experience to develop, coordinate and promote a comprehensive program of staff education

Duties

Duties for this position include but are not limited to: Executes program responsibility in the areas of training course development, modification, deliver, evaluation, and operation of all administration training programs within the service line. Participates in all phases of training, short and long range, developmental planning, implementation, and evaluation. Serves as the point of contact for routine, development and one-on- one training matters. Develops and/or modifies procedures, courses, training guides and plans, and seeks alternative training sources for an organization having a well-defined and readily understood mission. Prepares internal office instructions governing local training development programs. Works with all facility staff to identify and develop continuing education programs for facility quality improvement. Conducts formal and informal in-service and continuing education programs based on identified needs. Provides training to all staff with the Scheduling option (i.e., Doctors, Nurses, MSAs), utilizing adult learning principles and appropriate teaching aids when applicable. Reviews, analyzes and operating programs. Skilled in preparing project papers and staff reports, organizing and delivering briefings to managers to encourage understanding and acceptance of findings and recommendations. Must have knowledge of performance improvement concepts, team facilitation skills and statistical process control. Knowledge of the VHA Performance Measures system and understanding of local activities to improve performance. Knowledge and skill in the use of MS Word, MS Excel, MS PowerPoint, or other VHA programs. The Supervisory MSA plans and directs programs at medical centers and/or satellite outpatient clinics. The incumbent maintains full responsibility for supervision and performance of the MSA staff assigned to Health Administration Service. 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 assigning and 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 selections; evaluating performance and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSAs' activities. Responsible for extracting and analyzing data to provide reports in support of performance measures 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(s) at least 25% of the time. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. When assisting the MSA 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 incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Work Schedule: Monday- Friday. 08:00am- 04:30pm Telework: Not Authorized Virtual: This is not a virtual position. 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. · 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. · 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 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). In addition to the basic requirements you must meet the grade requirements and demonstrate the knowledge, skill and ability. Grade Determinations: Supervisory MSA GS-8: 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. 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. References: VA Handbook 5005/53, Part II, Appendix G45. The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the GS-8. Physical Requirements: Work is primarily sedentary. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

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 Corporal Michael J Crescenz Department of Veterans Affairs Medical Center 3900 Woodland Avenue Philadelphia, PA 19104 US
• Name: Nicholas Gentile
• Email: [email protected]