This position is located at Audie L. Murphy Memorial Veterans' Hospital in San Antonio, Texas within Health Administration Service (HAS).

Duties

Duties May include but are not limited to: Interviews and selects new employees subject to the approval of the Chief, HAS. Identifies and anticipates changes or trends, which could have Medical Center wide significance or create substantial changes to the operations. Develops and maintains a quality improvement program for the Advanced Medical Support Assistants (AMSA) and/or Medical Support Assistants (MSA), collect data on performances such as customer service and accurate order implementation. Consults with managers or other personnel to resolve problems in areas such as performance, staffing, or work schedules. Reviews patient movement reports for results achieved, technical soundness, and conformance with applicable regulations, policies, and requirements of the Health care system. Initiates requests for filling vacancies, periodically reviews and updates job description and performance standards. Makes assignments by defining the overall objectives, priorities, and deadlines. Supervisory Duties May include but are not limited to: Makes assignments by defining the overall objectives, priorities, and deadlines; and assists with unusual situations that do not have clear precedents. Reviews and evaluates for appropriateness, and conforms to all applicable policies, regulations, and guidelines. Independently plans the work, resolves problems, carries out successive steps of assignments, and makes adjustments using accepted standard operating procedures or practices; handles problems and/or deviations that arise in accordance with established policies, regulatory and administrative guidelines, directives, instructions, and accepted practices in the occupation. Works independently and the authority to deal with emergency situations and resolve problems where initiative is required in determining appropriate methods to accomplish tasks. Keeps respective Supervisor informed of all controversial issues, and potential problems. Reviews completed work for results achieved; technical soundness; and conformance with applicable regulations, policies, and requirements. Work Schedule: Monday - Friday, 7:30am -4:00pm or 8:00am-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

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. 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 (TRANSCRIPT REQUIRED); OR Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. (TRANSCRIPT REQUIRED) 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. Certification. None required. 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. Examples of the GS-7 experience include: Responsibility for the coordination of MSA assignments and workflow found in an interdisciplinary unit; Responsibility for daily workload assessments, assigning work, and assuring proper staffing coverage; Evaluating training records and determining training needs of MSAs to provide support across interdisciplinary settings; Assisting the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources; 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 MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts; Planning and directing programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility; 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; Having full administrative and professional responsibility for planning and directing the MSAs activities. 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. Preferred Experience: 1 year work experience scheduling medical appointments. 1 year work experience auditing appointments and scheduled. Experience training and orienting Medical Support Assistants. 1 year experience performing competency assessments on schedulers. Experience resolving customer complaints. Experience collaborating with clinical staff. References: VA HANDBOOK 5005/117 Part II Appendix G45 MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD GS-0679 Veterans Health Administration August 1, 2019 The full performance level of this vacancy is GS-8. 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

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: If your school has changed names, or is no longer in existence, you must provide this information in your application.

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 Audie L Murphy Memorial Veterans Hospital 7400 Merton Minter Boulevard San Antonio, TX 78229 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]