The Supervisory MSA oversees a VHA Patient Aligned Care Team (PACT), Mental Health or Specialty Care Support Team, with overall responsibility to the Chief, Ambulatory Care & Processing.

Duties

The Supervisory MSA functions as the Supervisor, and is responsible for the planning, directing and controlling of a full range of administrative and clerical support functions as they relate to all outpatient treatment areas. This Supervisor administers a program that is broad, diversified and requires high performance and leadership qualities of the incumbent. The effectiveness with which the assignments are accomplished has a significant impact on the overall mission of the Health Care System. The incumbent will also serve as an MSA in a VHA Patient Aligned Care Team (PACT) or Specialty Care Support Team as needed. Important interfaces and collaborations also occur with larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community based programs. The incumbent will act in the capacity of liaison/expeditor between patients and clinical staff as well as specialty staff and ancillary services. The incumbent must review the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary) and assist with clinic access contingency plans, in conjunction with Primary Care Management, by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. The incumbent will notify his/her supervisor when clinic access is outside established performance guidelines or if an individual patient cannot be scheduled within mandated clinic timeframes and/or by the patient's desired date. The incumbent ensures subordinate staff schedule appointments in accordance with current established VA/VHA Directives, Handbooks, policies and procedures. The incumbent will daily review active/pending consults, Electronic Wait List, and Recall List reports for accuracy and disposition. Ensures subordinate staff make all appointments with the patient's input or based on instructions from the clinic provider or other appropriate clinic staff. The incumbent ensures subordinate staff support patient safety standards by using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. The patient may also present the Veterans Identification Card (VIC) for identification. Ensures subordinate staff 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. The incumbent ensures subordinate staff adhere to VA's mandate to collect insurance information to veterans, their families, and other eligible patients. He/she ensures staff collect, scans, and updates health insurance information serving a major role in the revenue process. The incumbent contributes to the revenue collection process by identifying patients with third party insurance. The incumbent will be required to train staff on the Insurance Capture Buffer (ICB) process. Work Schedule: Monday to Friday 8:00am to 4:30pm Telework: Available 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 Note: 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: (1) 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, (2) Education: One year above high school; OR, (3) Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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. 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: 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. Candidates must demonstrate [all of] the KSAs below i. 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. ii. 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. iii. Ability to provide briefings, orientations, staff development, and training [in a patient support setting. iv. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. v. 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: 2 years experience working in a clinical environment coordinating clinic schedules for providers (e.g. medical doctors nurse practitioners, physician assistants, psychologists/psychiatrists). 2 years experience scheduling patients in a medical appointment software in an interdisciplinary coordinated care delivery model. 2 years experience with medical terminology in an interdisciplinary coordinated care delivery model. 2 years experience managing patient communications in an interdisciplinary coordinated care delivery model. (e.g. telephone and/or e-mail). 2 years experience with documenting appropriate information into an electronic medical record. References: VA Handbook 5005/117 Part II Appendix G45 August 1, 2019 The full performance level of this vacancy is GS-08. The actual grade at which an applicant may be selected for 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

There is no educational substitution at the GS-8 grade level.

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 Thomas E Creek VA Medical Center 6010 Amarillo Boulevard, West Amarillo, TX 79106 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]