The Organizational Location of the Position is: The Veterans Integrated System Network (VISN) Clinical Resource Hub (CRH) Supervisory Medical Support Assistant (MSA) is a VISN based position located in VISN 17.

Duties

Functions/Duties: The Clinical Resource Hub (CRH) Supervisory MSA is under the general supervision of the CRH Supervisory Health Systems Specialist (SHSS), or designee, and provides administrative support via telehealth technology to all seven VISN 17 facilities for clinical gap coverage. This position is responsible for the consult and scheduling management of the VISN level CRH. The CRH Supervisory MSA will work directly with CRH level leadership to ensure that CRH consult, and scheduling services are high-performing and meet Veteran access principles. In addition, the CRH Supervisory MSA will collaborate with various Veterans Affairs (VA) Medical Centers in the VISN to ensure consult and scheduling practices are in line with current Office of Veterans Access to Care priorities. The Supervisory MSA is responsible to ensure that CRH services are scheduled promptly to the sites of greatest need across a VISN. CRH services include direct clinical support to underserved facilities within the VISN, Telehealth Emergency Management (TEM) sites, non-VA sites of care, and Clinical Contact Centers. Additional requirements of the VISN CRH program include the offering of graduate medical training opportunities when possible. The intent of the VISN 17 CRH is to fill service gaps by increasing access to evidence-based health care, and improving the Veteran experience (customer service), thereby meeting VA Secretary, and the VHA Undersecretary for Health's highest priorities. This VISN level Hub will be positioned to serve seven (7) major VHA facilities with their associated community-based clinics (CBOC's). This position is appropriate for telework with the need to be driving distance to a local VHA facility with Information Technology support. All other training requirements for telework must also be met. A CRH is a repository of clinical and administrative staff that serve all VA facilities within a VISN. Staff within a CRH are expected to provide interprofessional services to facilities that are underserved or experiencing gaps in clinical services due to the inability to match provider supply with demand. Services provided by CRH staff are conducted via multiple modalities, including telehealth and in-person care. The VISN CRH Supervisory MSA is responsible to ensure CRH services are completed at the highest standard and in alignment with national CRH standards. The VISN CRH Supervisory MSA directly supervises GS-7 Lead MSA(s) and GS-6 Advanced MSA(s) within the CRH. He/she will coordinate with various CRH, spoke site facility, and other VISN MSAs to ensure that scheduling practices and standards are implemented across the VISN. The individual will ensure that all CRH services are utilized appropriately and follow specific CRH and telehealth, and other pertinent program office policies and procedures. It is recognized that a significant portion of services within CRHs will be completed virtually across different facilities; therefore, the VISN CRH Supervisory MSA will be expected to assist all VISN facilities by managing these complex scheduling actions and ensuring compliance to Office of Veterans Access to Care scheduling directives and practices. The VISN CRH Supervisory MSA is required to exercise organizational skills, problem-solving ability, and content expertise in the various scheduling programs and best practices. The position requires the ability communicate effectively with field staff and VISN CRH leadership on a variety of administrative priorities related to scheduling, order processing and consult management. The position requires travel for purposes including, but not limited to: VISN and facility leadership training, implementation of CRH services at CRH Spoke sites and other as assigned. The Supervisory MSA must be able to train and supervise others in a variety of clerical duties in telehealth and multiple specialty care areas that provide a variety of clinical services. As determined by CRH leadership, the incumbent may provide coverage to other clinics during staffing shortages to ensure the overall function of the facility and may be required to serve in more than one primary or specialty care area. Other duties may be assigned as deemed necessary by Supervisor to ensure efficient daily operations. Work Schedule: Monday-Friday; 7:30am-4:00pm Telework: Available (must live within the commuting distance) Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

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. 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. Certification. None required. 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. 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. Physical Requirements. See VA Directive and Handbook 5019. 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. 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: In addition to the basic requirements listed above, the following experience criteria and knowledge, skills, and abilities must be met when determining the grade of candidates: Supervisory Medical Support Assistant, GS-08 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. Examples of experience include but not limited to: 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: VA scheduling experience, 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: 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: Experience in scheduling package for VA Experience in medical terminology Experience in Telehealth scheduling roles and responsibilities AMSA Preferred Experience Knowledge HIPPA, Release of Information and other applicable laws and regulations Have a high degree of customer service, poise, and diplomacy. Have a caring, compassionate and be observant when interacting with Veterans, family members, and employee orpeers. Must be respectful and have knowledge of a High Reliability Organization (HRO) and be able to demonstrate this experience. References: VA Handbook 5005/117, PART II, APPENDIX G45, APPENDIX G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARDGS-0679. The full performance level of this vacancy is GS-08. The actual grade at which an applicant may be selected for this vacancy is a GS-08 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: 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.

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

NOTE: If your school was accredited by U.S. Department of Education at the time of graduation but is no longer listed on the DOE website, you must provide documentation of accreditation with your application packet.

Contacts

• Address VHA VISN 17 Hub - Temple 1901 Veterans Memorial Drive Temple, TX 76504 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]