The Albany Healthcare system is seeking a Supervisory MSA. This position is located in the Clinic Practice Management Service at the Samuel S. Stratton VA Medical Center in Albany, NY. This position supervises Advanced Medical Support Assistants and Medical Support Assistant Leads within the areas of Primary Care, other outpatient care units, and may cover other areas of the facility and CBOCs on an as-needed basis.

Duties

Duties include but not limited to: The MSA Supervisor works collaboratively in an interdisciplinary coordinated care delivery model (i.e. Patient Aligned Care Team) and supervises duties performed by GS-0679-06 Advanced MSAs and GS-0679-07 MSA Leads in outpatient clinic areas. He/she must assist with clinic access contingency plans by adjusting appointment times, locations, or dates as well as shifting patients to other healthcare providers as conflict with staffing and/or coverage occurs. The incumbent must be 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. The Supervisory MSA plans and directs programs at the medical center and/or satellite Community Based Outpatient Clinics (CBOCs), and has full supervisory responsibility for supervising at least one subordinate team leader. 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 activities of his/her subordinate MSA staff. Incumbent is responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. The Supervisory MSA works collaboratively with an interdisciplinary coordinated care delivery model (i.e. PACT, specialty clinic, and Call Center) for Primary Care, Mental Health, and Specialty 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. Assures staff collects, scans, and updates health insurance information serving a major role in the revenue process. The incumbent(s) contributes to the revenue collection process by identifying patients with third party insurance. Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services for the customers. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. When records are received, the incumbent(s) will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to the appropriate department for scanning. Incumbent(s) must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Must be able to train staff on the requirements with scheduling and consult directives. The Supervisory MSA shall be 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. Performs other duties as assigned. Work Schedule: Monday-Friday 8:00am-4:30pm Telework: Ad-hoc Virtual: This is not a virtual position. Functional Statement #: 24146F 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. 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. Grade Determinations: Creditable Experience. Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of Experience. Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Supervisory Medical Support Assistant, GS-8Experience. One year of experience equivalent to the GS-7grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. In addition to experience 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. Assignment. Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics. 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: 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 hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor, and MSA's activities. Responsible for extracting and analyzing data to provide reports 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 at least 25% of the time. References: VA HANDBOOK 5005/117, PART 11, APPENDIX G45 The is at the full performance level of this vacancy Physical Requirements: See VA Directive and Handbook 5019.

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 Samuel S Stratton VA Medical Center - Albany 113 Holland Ave Albany, NY 12208 US
• Name: Brandy Smith
• Email: [email protected]