The Supervisory Medical Support Assistant is assigned to the VAWNYHS (Buffalo location) Care in the Community team under the direct supervision of the Chief of the CITC Department. This position is responsible for full supervision of all MSAs within the Care in the Community service.

Duties

Supervisory MSA duties include but not limited to: This position is responsible for full supervision of all CITC (Care In The Community) MSAs. Assigning and evaluating the work of subordinate staff, performance evaluations, selection of staff, and recommendation of awards and/or advancements; 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 MSA's activities and is responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. The Supervisory MSA functions above the advanced performance level for a Medical Support Assistant (MSA), performing a full range of duties for the Specialty Clinics at VA WNY Healthcare System, and has met the basic requirements for this position as outlined in VA Handbook 5005/53, Part II, Appendix G, page II-G45-5. Works collaboratively with all clinical business managers and frontline staff throughout the Primary Care and Specialty Clinics, in the Specialty Clinics Call Center and Primary Care Call Center. The Supervisory MSA develops and maintains effective and efficient communication with all departmental leadership, respective Care Line Managers and service line managers and frontline staff, serving as a core member of the CITC leadership. Successful performance in this position requires knowledge of administrative policies and procedures at facility and network level that impact CITC, information security and exchange, management of reports and data, scheduling directives, telephone care, and public relations/customer service. The CITC Supervisory MSA is knowledgeable and skilled in the operation of a personal computer utilizing a wide variety of software, utilizing multiple computer applications in the performance of all duties including VISTA (entry and retrieval of administrative and clinical data to include numerous existing report options and specialized queries), VSSC, FBCS, DOMA, CPRS (to include monitoring of outpatient workload data capture), Microsoft Office products for word processing, spreadsheets, and relational data base programs. The Supervisory MSA serves as a resource to CITC staff in use of applications, and must have the ability to extract, correlate and analyze patient encounter and provider workload data make recommendations to the Leadership team and acts as a customer service representative for CITC. Work closely with department business managers to assist with implementation, monitoring, and evaluation of all administrative procedures related to CITC. Provide recommendations and suggestions to management as necessary to ensure timely completion of reports, related performance monitors/measures are met, and to ensure the CITC team adheres to local, VISN and national guidelines, memorandums and directives. Provide training, implementation, monitoring and evaluation of all administrative procedures related to CITC operations. Maintain/service mail groups, update and maintain emergency cascade lists for employees under his/her supervision, monitor and make work assignments for staff under his/her supervision, evaluate performance, resolve daily workplace issues and maintain efficient workflow, set priorities and deadlines, adjust the flow and sequencing of the work to meet service needs; participate and provide input to respective CITC Chief , in problem solving on operational issues or procedures, perform administrative follow up actions, participate in and independently follow up on identified issues by sharing information and collaborating with the leadership team to assure service goals achieved, assist with all business practices that impact clinic utilization, assure coverage of all areas of responsibility, conduct ongoing reviews to ensure quality of work, ensure accurate and timely scheduling of appointments and adherence to VHA national scheduling guidelines, TMS training and business rules, ensure data captured according to Medical Center and HIMS established methodology using encounter system, work within organizational structure to identify tasks for delegation to others. Other duties as assigned. Work Schedule: Monday-Friday, 8:am-4:30pm Telework/ Virtual: Not eligible for telework or Virtual Functional Statement #: 21M80A 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: United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. 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 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. Grade Requirement. 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. Grade Determinations: Supervisory Medical Support Assistant, GS-7;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 AND meet all of the KSAs below: Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: Ability to provide the full range of administrative and supervisory duties 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 related to administrative functions in a patient support setting. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. Preferred Experience: Experience with Community care, clinical scheduling, billing, medical terminology, and Health Information Management is highly desirable. References: VA HANDBOOK 5005/117, PART II, APPENDIX G-45 This is the full performance level of this vacancy. Physical Requirements: See VA Directive and Handbook 5019 Resume Reminder - Your resume must include the following information for each job listed: Job title Duties (be as detailed as possible) Month & year start/end dates (e.g. June 2007 to April 2008) Full-time or part-time status (include hours worked per week) Please be aware that your answers will be verified against information provided on your resume. To ensure you receive appropriate consideration, please list the duties you performed under each individual job title. If we are unable to match your experiences with the positions held, you may lose consideration for this vacancy. We cannot make assumptions regarding your qualifications.

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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address VA Western New York Healthcare System 3495 Bailey Avenue Buffalo, NY 14215 US
• Name: Brandy Smith
• Email: [email protected]