This Supervisory Medical Support Assistant (SMSA) position is in the Office of Community Care of the Overton Brooks VA Medical Center located in Shreveport, LA.

Duties

The Supervisory Medical Support Assistant (SMSA). The SMSA exercises full supervisory responsibilities of up to three Lead, AMSAs and up to twenty permanent and temporary MSAs, within a complex department. The Care in the Community (CITC) full-service line is a multi-disciplinary service partnering with Third Party Payers (TPAs) and multiple community partners for a wide variety of healthcare services for Veterans of Overton Brooks VA Medical Center (OBVAMC). The duties of the Supervisory Medical Support Assistant may include but are not limited to: Performing independently and carrying out programs within the framework of applicable laws, procedures, and objectives Addressing problems and providing solutions and informs the Business Manager Performing performance evaluations with input from nursing staff/providers who works directly with the AMSAs within the specific teams Establishing and recommending performance rating standards Approving or disapproving all leave within areas of supervision Resolving complaints from employees referring only the more serious unresolved complaints and group grievances to the Business Manager Initiating disciplinary measures such as warnings, counseling, admonishments, and recommending other actions in more serious cases Maintaining a collaborative relationship with TPA staff Actively participating in face-to-face meetings and trainings, and keeping abreast of changes in processes Developing productivity reports and presents data and reports to the Business Manager in a manner that is easily understood Representing the Business Manager in his/her absence at various meetings with Overton Brooks Pentad and other leadership Establishing and maintaining effective relationships with community partners in order to enhance access and timeliness of care to Veterans Identifying providers for specialty care in the community Following up with community providers who are no longer active participants in providing non-VA care, and following -up on referrals to assist in determining if the provider is appropriate to serve Overton Brooks community of Veterans Ensuring all staff within section completes all mandated training Possessing good organizational skills and work effectively with staff and patients from different backgrounds to ensure organizational efficiency Identifying reasons for delays in processing Veterans medical care requests, such as bottlenecks and initiates corrective action to alleviate problems Maintaining contact with medical and other clerical sections to resolve problem areas in administrative aspects in providing medical treatment Carrying out a wide variety of tasks involving atypical problems or complex situations. Provides on-the-job training for new AMSAs Consistently communicates and treats customers (patients, visitors, volunteers, and all medical center staff) in a courteous, tactful and respectful manner Providing the customer with consistent information according to established policies and procedures Handling conflict and problems when dealing with the customer constructively and appropriately Providing practical knowledge of standard procedures relating to Means Tests, eligibility, enrollment, co-payments, beneficiary travel, admission processing of ambulance claims, decedent affairs, special transportation and extracting information from various sources when this requires considering the applicability of information and the characteristics and quality of the sources Ensuring the protection of the veterans and employees rights to privacy Advising the Veterans and employees of all requests for release of information to the appropriate staff Maintaining all information as confidential and privileged (i.e. HIPAA) Independently performing and carrying out programs within the framework of applicable laws, procedures and objectives Addressing problems and providing solutions and informs the Business Manager once rectified and seeks further guidance for extenuating circumstances as needed Performing monitoring of activities performed in the Health Share Referral Management (HSRM) system and monitoring pending/active consults Performing related activities to ensure patient records are uploaded and/or appointments are scheduled and followed up appropriately Following-up on the status and progress of assignments and make adjustments in accordance with established priorities Obtaining assistance from the supervisor on problems that may arise such as backlogs Work Schedule: Monday - Friday 8:00am- 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 667-00382-F 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. English Language Proficiency. Medical Support Assistants must be proficient in spoken and written English in accordance with VA Policy. 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. To qualify for the GS-08 level, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for the grade. Be specific when describing the job duties that demonstrate you possess the KSAs listed. Resume must include hours per week for work experience credit. Supervisory Medical Support Assistant, GS-08 (a) Experience One year of specialized experience equivalent to the GS-07 level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Specialized experience includes: Either utilizing patient systems to provide interdisciplinary support to multiple clinics, providing staff training, managing staff workload, following up on pending issues OR performing supervisory duties including work assignments, performance evaluations, selection of staff, delegating authority, providing staff development, and overseeing people and programs in a patient support setting. (b) 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. (c) Demonstrated Knowledge, Skills, and Abilities (KSAs). In addition, you must demonstrate ALL of the following KSAs in your resume: 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. **Resume must include hours per week for work experience credit.** References: VA Handbook 5005/117 Part II, Appendix G45 VA Qualification Standard for Medical Support Assistant, GS-0679. The full performance level of this vacancy is GS-08. PHYSICAL REQUIREMENTS: Work is sedentary but also demands standing, walking, bending, twisting, and carrying light items.

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/.

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.

Contacts

• Address Overton Brooks VA Medical Center 510 East Stoner Avenue Shreveport, LA 71101 US
• Name: Courtney Malbrough
• Phone: 318-294-1494
• Email: [email protected]