The incumbent will serve as a Supervisor for the Medical Support Assistants (MSA) at the Coatesville VA Medical Center. The incumbent is responsible for planning, directing, and controlling work for the lower grade Advanced Medical Support Assistants in their assigned outpatient clinical settings. The incumbent maintains a close relationship with the Service Care Lines administrative offices to ensure outpatient clinics are operating in a timely and efficient manner.

Duties

The responsibilities of the Supervisory Medical Support Assistant include, but are not limited to the following description: Responsible for planning, organizing, and directing the work of lower grade medical support assistants. Establish work priorities, identify developmental training needs of employees, and provide or arrange for training when required. Work closely with their supervisor to identify and develop training which meets the needs of the AMSA and administrative/clinical data capture requirements. Responsible for new employee orientation and is expected to work closely with new employees for the first 90 days of employment. Reviews worked produced and analyzes weekly reports to evaluate production and takes appropriate action to resolve backlogs, scheduling errors, ICB Capture, EARR Review, and Pre-Registration Data. Conduct regular staff meetings with the medical support assistants to update them on policy changes and new procedures. Attend required Section meetings and other meetings throughout the facility as deemed appropriate. Serve as a point of contact for resolving patient issues especially regarding appointment and scheduling concerns. Maintains clerical guidelines and manuals as well as preparation of material to be used in training new employees. Responsible for training auxiliary personnel such as temporary, work study, and volunteers used for intermittent heavy workload areas. Act as an liaison with the AMSAs, medical staff, nursing staff, and other services offering expert advice on administrative details and procedures relative to areas and evaluate problematic areas and present findings to their supervisor and respective Service Line designee for corrective action. Assist in the orientation of Medical Support Assistants, Physicians, etc., and midlevel in administrative procedures. Work closely with providers and clinic staff to ensure all processes are compliant in accordance with VHA Directive 1230 - Outpatient Scheduling Processes and Procedures and VHA Directive 1231 - Outpatient Clinic Practice Management. Perform work involving collection, compilation, and/or tracking of data and statistical information in support of several VA, VISN, and local programs (i.e. NEAR list, Electronic Waiting List, KIOSKs, Missed Opportunities, Consultation Management, Return to Clinic orders, VVC, Encounter Actions, Clinic Profile management, and utilization and Patient Reminder Phone calls). Establish protocols and coordinates incoming data and generates a variety of reports. Provide input on the lower grade medical support assistants' performance and resolves workplace issues. Understand goals and objectives of various service lines and have a familiarity of the functions of each clinic area. This includes broad knowledge of VA Rules and Regulations, medical terminology, the ability to comprehend medical and administrative directive and memoranda, record keeping, and public relations. Plan work to be accomplished by subordinates, set, and adjust short-term priorities, and prepare schedules for completion of work. Assigns work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and capabilities of employees. Reports backlogs, difficulties in meeting deadlines, etc. Provide delegated authority for day-to-day operations of administrative functions in their assigned section. Responsible for personnel administration of all employees assigned to the section, including, but not limited to, leave approval and scheduling, performance appraisals, establishing performance standards and position descriptions, maintaining, and improving employee morale and motivation and resolution of grievance and complaints. Ensure that there is adequate coverage in the clinical areas especially during period of unexpected leave, providing coverage for a medical support assistant as needed. Interviews, selects, and recommend staffing changes; make recommendations for promotions, reassignments, and performance awards. Performs other duties as assigned. Work Schedule: Monday - Friday 7:30am to 4:00pm OR 8:00am to 4:30pm Telework: Ad-hoc, on management's discretion and the needs of the agency. 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

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: Six (6) 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, One year above high school; OR, 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. Grandfathering Provision: All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Grade Determinations: For Supervisory Medical Support Assistant, GS-8: Experience: One (1) 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. Demonstrated Knowledge, Skills, and Abilities: 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 II APPENDIX G45 The full performance level of this vacancy is GS-8. Physical Requirements: The work is primarily sedentary but also demands some standing, walking, bending, lifting, and carrying of charts, clinical folders forms, and miscellaneous supplies to various locations within the medical center. The incumbent frequently walks to various parts of the medical center including patient care areas.

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 Coatesville VA Medical Center 1400 Black Horse Hill Road Coatesville, PA 19320 US
• Name: Britni Briscoe
• Phone: 443-648-1037
• Email: [email protected]