Assignments at this level include but are not limited to evaluating the work of subordinate staff; resolving complex problems to ensure patients services are met; evaluating new products, equipment, and systems to make recommendations for improved operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance and taking disciplinary action when necessary.

Duties

This position provides Supervisory Medical Administrative Support to one or more outpatient PACT, Wards and or Specialty Care clinics and is an integral member of the outpatient clinic teams to effectively carry out day-to-day administrative operations of the clinic. The incumbent should have thorough knowledge of VHA Directives for: VHA Outpatient Scheduling Processes and Procedures, Process for managing patients when high patient demand exceeds current clinic capacity, priority scheduling for outpatient medical services and inpatient hospital care for service­ connected Veterans and priority for outpatient medical services and inpatient hospital care. Knowledge of VA regulations, Systems Redesign Principles, local Medical Center Memoranda/policies, and standard operating procedures. The Supervisory MSA plans and directs programs at medical centers and/or satellite outpatient clinics and has full supervisory responsibility for supervising at least one subordinate team leader or supervisor in the PACT, Ward or Specialty Care Clinic. 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 in order 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 in order to provide reports in support of performance measures to senior management. 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. The Supervisory MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, Wards, Specialty Care Clinics, C&P, Wards, and the Call Center) for Primary Care Clinics, Inpatient Wards and Specialty Care Clinics and performs all related duties, customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics. 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. Supports patient safety standards 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 Health Identification Card (VHIC) for identification. 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 numbers. The Supervisory Medical Support Assistant reports to the Assistant Chief, Business Office and serves as the direct line supervisor for the Lead Medical Support Assistant(s) and all Medical Support Assistant (MSA) staff and is a foundational role within the VHA (PACT) initiative, Inpatient Ward, and Specialty Care Outpatient Clinics that support the initiative to include Compensation and Pension (C&P), all Specialty Care Clinics and the Call Center. The Supervisory MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs, special needs of all patients in respect to age, developmental requirements, and culturally related factors must be consistently achieved. Work Schedule: Monday-Friday 7:30am-4:00pm; 8:00-4:30pm Telework: Not Authorized Virtual: This is not a virtual position. Functional Statement #: PD000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized 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: Citizenship - Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). 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. 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: In addition to the basic requirements for employment the following experience criteria must be met when determining the grade of candidates: 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. Examples of GS-7 experience include; but are not limited to: 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. Demonstrated Knowledge, Skills, and Abilities - 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 5005/117, Part II, Appendix G45: Medical Support Assistant Qualification Standard. The full performance level of this vacancy is GS-8. The actual grade at which an applicant may be selected for this vacancy is GS-8. Physical Requirements: The work is primarily sedentary and walking. The work requires the ability to handle multiple demands simultaneously in dealing with a wide variety of clients on a daily basis. Tasks will require prolonged use of computers. There are lengthy periods of sitting, interrupted by intervals of walking and climbing stairs about the medical center to make the many personal contacts required of this position.

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 Memphis VA Medical Center 1030 Jefferson Avenue Memphis, TN 38104 US
• Name: Charity Street
• Phone: 615-695-2157
• Email: [email protected]