Incumbent serves as a first line Supervisory Medical Support Assistant for the Buffalo VA Medical Center in the department of Health Administration. Incumbent will serve one of the following sections in Health Administration: COVID Operations, Primary Care/Specialty Care Call Center operations, Medicine and Imaging Services or Surgical and Supportive Services.

Duties

Responsible for an area within Health Administration Services and supervises employees who may be located in a variety of clinics throughout the health care system. Carries full supervisory authority including daily assignation of work, performance evaluation, making selection determinations and training new staff members. Responsible for evaluating performance of individuals within their purview and overall program performance through analysis of data. Incumbent interviews new candidates, makes recommendations for selections and works with HR to onboard new hires. Assists in conducting monthly audits of the scheduling practices for each direct report. Provides feedback and remedial training as necessary to ensure that the national scheduling practices are adhered to by each MSA. Incumbent gathers data and evaluates efficiency of operations. Performs follow-up with MSAs, identifies barriers and develops ways to break down barriers to efficiency by meeting with Clinical Services Chiefs, Group Proactive Manager, AOs, etc. Responsible for the staff and program function within their assigned area. Incumbent will monitor daily performance statistics and redeploy staff to meet VA measures, adjusting resources as needed based on demand, and takes into consideration available staff in order to meet performance expectations with RTCs, consults, MRTs and call abandonment rates. Responsible for updating the effect that operations change in services provided, provider scheduling changes and changes to scheduling and/or call center directives.

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. One year of experience equivalent to the GS-6 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. 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. Computer Security Requirement. Protects sensitive and electronic files that must be safeguarded under the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statues and policy, and VHS policy. Physical Requirements. Work is sedentary but also demands standing, walking, bending, twisting, and carrying light items. Computer Knowledge. Uses MS Word or word processing software to execute several office automation functions. Uses MS Excel or other comparable spreadsheet software. Uses the Veterans Health Information & Technology Architecture. Utilizes Veterans Scheduling to schedule patient appointments. Safety. Employee will support the safety, occupational health and fire protection program by the application of approved standards, regulations, practices and work methods. Training. Supervisor ensures all subordinates have completed their mandatory trainings in a timely manner as well as assigning specific trainings to staff as related to job functions. 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). Specialized Experience: One year of experience equivalent to the GS-6 grade level. Grade Determinations: In addition to meeting the basic requirements, an applicant must meet the specialized experience for GS-7. Specialized experience includes: Experience. One year of experience equivalent to the GS-6 grade level. GS-6 duties can include: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts; assigning and evaluating the work of subordinate MSA staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved clinic operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the following KSAs: 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 5005/117 PART II APPENDIX G45, 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: See VA Directive and Handbook 5019.

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 Western New York Healthcare System 3495 Bailey Avenue Buffalo, NY 14215 US
• Name: Christina Morel
• Phone: 845-831-2000 X215041
• Email: [email protected]