This is the supervisory level of this position. The incumbent serves as a Supervisory Medical Support Assistant in the outpatient clinics at the Lebanon VA Medical Center, Lebanon, PA. The Supervisory Medical Support Assistant (MSA) is responsible for ensuring delivery of effective and efficient medical administration services to over 50 outpatient medical clinics and inpatient wards.

Duties

Major duties include, but not limited to: Incumbent oversees clerical and administrative personnel day-to-day operations of these areas and performs special assignments. S/he interprets and administers VA policies, directives, regulations, and public laws relative to medical benefits. Incumbent plans, directs, coordinates, and evaluates the administrative effectiveness through-out Inpatient Wards, Specialty Clinics, Primary Care, Behavioral Health, Telephone Scheduling Line, Consult Clerks and the Consult Coordinator. Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and performs all related duties; customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics. Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA. Will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to scanning. Must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. Notifies his/her supervisor when clinic access is less than desirable or if an Individual patient cannot be scheduled within mandated clinic timeframes. Daily review of active/pending consults, Electronic Wait List, Recall list and Audiocare communications for accuracy and disposition. Work Schedule: Monday - Friday, 7:30 a.m. to 4:00 p.m. Telework: Authorized, Ad-hoc only 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

• You must be a U.S. Citizen to apply for this job
• Selective Service Registration is required for males born after 12/31/1959
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English
• Selected applicants will be required to complete an online onboarding process
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Department of Veterans Affairs Personnel

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. 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. 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: Supervisory MSA 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. Qualifying experience includes, but it not limited to: assigning work, and assuring proper staffing coverage; 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 Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts; resolving complex problems to ensure patient services are met; and identifying educational or training needs. AND Demonstrated Knowledge, Skills, and Abilities: In additional to the experience, 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. References: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualifications Physical Requirements: Work is performed in an office setting and is primarily sedentary. May require lifting and carrying of light loads (e.g. files, records, etc.)

Education

There is no educational substitution at the GS-8 grade level.

Contacts

• Address Lebanon VA Medical Center 1700 South Lincoln Avenue Lebanon, PA 17042 US
• Name: Stephanie Lane
• Phone: 4236462698
• Email: [email protected]