The incumbent serves as a Supervisory Medical Support Assistant (MSA) at CVHCS and reports and serves as clinic scheduling manager for all outpatient clinics at facility. The incumbent performs duties related to the receipt, intake, and indexing of health and administrative information and supervises all Medical Support Assistants in the CVHCS Department of PM&R to include staff primarily assigned to schedule for the clinical prosthetics and orthotics (P&O) section of the PM&R service.

Duties

The incumbent serves as a Supervisory Medical Support Assistant (MSA) at CVHCS and reports and serves as clinic scheduling manager for all outpatient clinics at facility. The incumbent performs duties related to the receipt, intake, and indexing of health and administrative information and supervises all Medical Support Assistants in the CVHCS Department of PM&R to include staff primarily assigned to schedule for the clinical prosthetics and orthotics (P&O) section of the PM&R service. Functions or Scope of Assigned Duties include but are not limited to: Will serve as an active member of the PM&R supervisory team keeping the PM&R Service Chief informed on all matters requiring her/his attention and/or action. Participates in the formulation of plans and determination of goals with the service and conducts Continuous Quality Improvement reviews in program areas. The incumbent will be up to date on departmental and VHA scheduling policies. The incumbent will have expert knowledge of Vista, CPRS, and appointment scheduling software and will be flexible to advances and/or changes to those programs to keep pace with technology changes and updates. The incumbent will be the backup for subordinates and be able to perform all patient facing scheduling duties should it be necessary. The incumbent is delegated authority necessary to accomplish assigned programs, performing the full range of supervisory duties and responsibilities to effectively utilize the manpower and resources allocated to CVHCS PM&R. This includes setting team goals and technically directing the work of subordinates. It requires planning, assigning, reviewing, and accepting/rejecting work done by subordinates. The incumbent will make work assignments, set or negotiate deadlines, and designate completion dates. The incumbent makes final decisions on MSA staff selections, evaluates performance, and takes disciplinary action when necessary. The incumbent coordinates leave, approving time as appropriate and arranging cross coverage to provide adequate coverage for assigned areas and other related activities of personnel assigned to the CVHCS PM&R. The incumbent instructs employees in assigned tasks and job techniques, conducts formal and informal on-the-job training, and answers questions on procedures, policies and directives. The Incumbent is responsible for the management and reporting of workload data related to assigned CVHCS PM&R sections. Responsible for creating and updating scheduling notes for all clinics. The incumbent is responsible for following up on no action taken items for all clinics. This involves working with subordinate clerks to complete appointment processing in a timely manner. The incumbent will assist supervisors and managers with clinic grid cancellations and establishing new clinics as needed and ensure that these requests are completed timely and accurately. The incumbent will generate reports on a regular and/or ad hoc basis to include analysis for improvement in MSA services provided to the Chief, PM&R. Incumbent will provide education (and re-education) to referring clinicians on how to timely/completely/accurately complete orders in all assigned sections. The incumbent evaluates and determines results, plans and institutes administrative methods and procedures and establishes or recommends program objectives. Acts as a representative of the CVHCS PM&R Chief, with full responsibility to make decisions to assure maximum utilization of assigned MSA and AMSA staff and to ensure that clinical personnel clinics are fully utilized per the scheduling grids. Further, incumbent will make recommendations to service line manager and/or leaders of changes that could potentially be made to clinic grids to optimize utilization, efficiency and/or improve the patient experience. Develops and administers a formal and continuous improvement plans or methods for reviewing and appraising the effectiveness of all CVHCS PM&R MSA/AMSA activities. Analyzes and reports information gathered as a basis in making improvements in efficiency to the veteran. Assists in projecting annual budget estimates for operations of medical administration activities within PM&R. These budget estimates include staff requirements, equipment, supplies, etc. These budget plans and assistance are based on statistics, studies, and projects developed by the incumbent which indicate clinic demand and trends. Work Schedule: 7:30 - 4 pm (Monday thru Friday) Virtual: This is not a virtual position. Functional Statement #: 000000

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 - Equivalent combination of experience and education. 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 3j. 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: For Supervisory Medical Support Assistant, GS-8: One year of experience at or equivalent to the next lower grade level GS-7. In addition to the Basic Requirements defined above, the incumbent must demonstrate the following KSAs: Ability to provide the full range of administrative and supervisory duties to at least on 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: For additional information, please refer to VA Handbook 5005, Part II, Appendix G45 Medical Support Assistant Qualification Standards, GS-0679, dated August 1, 2019. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-8. Physical Requirements: The work is primarily sedentary, although some light physical effort may be required. Preferred Experience: At least one year as a GS 7 Lead AMSA at minimum. Prefer experience as GS 8 AMSA supervisor and/or other supervisory experience.

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.

Contacts

• Address Central Virginia VA Health Care System 1201 Broad Rock Boulevard Richmond, VA 23249 US
• Name: Ryan Leash
• Phone: 980-401-2554
• Email: [email protected]