The Supervisory Medical Support Assistant is delegated authority necessary to manage assigned clinical administration areas, performing the full range of supervisory duties and responsibilities to effectively utilize the manpower and resources allocated to the Health Administration Service. This includes setting team goals and technically directing the work of subordinates.

Duties

The work directly contributes to patients receiving timely access to VHA care in a consistent and efficient manner (including the provision of priority care for Service Connected veterans) and is critical to providing information which affects revenue for the facility. The quality of work directly impacts the effectiveness of health care provided to veterans and the ability of the medical Care Cost Recovery (MCCR) to effectively generate revenue. Interact with all levels of the general public and medical center staff. Act as contact and resource for answering a variety of patients' questions regarding VA health care access, information and assistance and/or refers to appropriate assistance in a timely manner. Interact extensively with Health Administration Service (HAS) staff as well as staff of other departments. Receive personal and telephone contacts from a wide variety of callers, including patients, patient's families and representatives, physicians, nurses, various service employees and staff within the organization. Require excellent skills in customer service, problem solving and conflict resolution. The work involves gathering information, identifying issues and developing recommendations to resolve substantive problems within the Outpatient Clinic section. Originality is required in refining existing work methods and techniques to ensure administrative goals are met. Constantly works under competing priorities and must prioritize tasking using knowledge of organizational goals and priorities. Require planning, assigning, reviewing and accepting/rejecting work done by subordinates. Develop work schedules for employees to support workload. Evaluate work performance and completes performance appraisals and disciplinary actions for all employees assigned to section. Establish and clearly communicate performance plans and expectations to staff. Provide informal feedback and periodically review employee performance. Resolve informal complaints and grievances. Review and approve or disapprove routine leave requests. Provide information and input to the Chief of HAS concerning promotions, reassignments, recognition of outstanding performance and other personnel issues. Coordinate and approve the leave of HAS clinical administrative staff and arrange cross coverage to provide adequate clerical coverage for outpatient and primary care clinics and other related activities. Instruct employees in assigned tasks and job techniques, conduct formal and informal on-the-job training, and answer questions on procedures, policies and directives. Set up clinic profiles in consultation with the appropriate clinical and administrative staff; in addition, he/she cancel, reschedule and block clinic appointments based on provider schedules in accordance with approved provider leave and facility policy. This will require tracking leave of administrative and clinical staff. In the event of clinic cancellations, ensures that patients are notified according to policy. Reschedule patients with special needs or issues. Responsible for administrative support to clinics. Composing letters as part of supervisory duties (e.g., advanced sick leave requests, donated sick leave request, personnel actions, etc.), composing and sending letters to patients when necessary and helping patients get necessary forms or letters processed correctly. Attend staff meetings for all the clinics he/she supports, including provider meetings, and will meet daily or weekly with the nurse team leader and clinic director. Working with the clinical staff as an integral part of the team and that communication is constantly flowing with the nurse team leader, clinic director, and Chief of HAS. Is expected to be a communication facilitator, arranging meetings and in-services as necessary to ensure that information and knowledge are communicated to all staff. In addition, is responsible for providing input to the Chief of HAS concerning policy, and manual updates applicable to the clinic. Work Schedule: Monday through Friday 7:30am to 4:00pm or 8:00am to 4:30pm Telework: Not Available Virtual: This is not a virtual position. Position Title/Functional Statement #:Supervisory Medical Support Assistant/PD000000 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. (1) 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, (2) Education. One year above high school; OR, (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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). Preferred Experience: 1 year work experience scheduling medical appointments 1 year auditing appointments Experience training and orienting Medical Support Assistants 1 year experience performing competency assessments on schedulers Experience collaborating with clinical staff Experience resolving customers/patient complaints Grade Determinations: 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]. Assignment. Supervisory MSAs plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assignments at this level include, but are not limited to: 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. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: a. 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. b. 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. c. Ability to provide briefings, orientations, staff development, and training related to administrative functions in a patient support setting. d. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. References: VA Handbook 5005/117, Part II, Appendix G45 Supervisory Medical Support Assistant Qualification, dated August 1, 2019. The full performance level of this vacancy is GS-7. The actual grade at which an applicant may be selected for this vacancy is GS-7. 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]