This Supervisory Medical Support Assistant (SMSA) position is in the Physical Medicine and Rehab Service of the Central Arkansas Veterans Healthcare System (CAVHS) located in Little Rock, Arkansas. Position(s) are physically located at the North Little Rock and Little Rock, Arkansas facilities. Select all locations you are willing to consider. Once selected for a specific location as indicated in your application, changes in assigned location after selection will not be considered.

Duties

This supervisory position is assigned to the Physical Medicine and Rehab Service and manages the activities of a pool of Advanced Medical Support Assistants at both the John L. McClellan and Eugene Towbin Campuses that are used to provide coverage to Specialty Service Clinic operations by scheduling appointments and managing RECALL, or other means of veteran appointment access. The includes supervisory responsibilities over personnel with a base grade of GS-06. The duties of the Supervisory Medical Support Assistant may include but are not limited to: Managing administrative and personnel management functions relative to staff supervised. Establishing guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management systems. Observing workers' performance; demonstrates and conducts work performance critiques/audits. Providing informal and formal feedback and periodically evaluates employee performance. Resolving informal complaints and grievances. Developing work improvement plans, recommending personnel actions as necessary. Providing advice and counsel to workers related to work and administrative matters. Effecting disciplinary measures, as appropriate to the authority delegated in this area. Reviewing and approving or disapproves leave requests. Ensuring that subordinates are trained and fully comply with all competencies related to their position. Supervising effective selections, trainings, and utilization of assigned staff as well as serving as the subject matter expert to all medical/advance support assistants. Serving as preceptor for Medical Support Assistants released from training, make decisions on leave requests. Furthering the goals of equal employment opportunity (EEO) by taking positive steps to assure the accomplishment of affirmative action objectives and by adhering to nondiscriminatory employment practices regarding race, color, religion, sex, national origin, age, or handicap. Exercising supervisory authorities and responsibilities involving work assignment and review, as well as the administrative and personnel management functions relative to the staff supervised. Supervising various scheduling for appointments in clinical areas, management of Consults and RTC's, in both PM&RS and Pain Clinical areas; including virtual work in CVT, VVC, and emerging telework. Directing work of a clerical nature and supports the care and treatment given to patients, such as negotiating appointments, contacting patients from Consults and RTC's, communicating with therapists and physicians regarding appointment needs for Veterans needing access to care at CAVHS. Facilitating the work of others in the immediate organizational unit responds to specific requests or needs of individuals or affects only localized functions. Advising higher-level management personnel on matters pertaining to record administration and other areas of expertise; make decisions on work problems presented by AMSA Staff. Providing input to the Administrative Officer; and to the DACOS Therapy and ACOS of PMR, Geri and Rehab for clinical oversight on the performance of service Advanced Medical Support assistants. Creating performance based interview questions, interviewing, and making selections for all subordinate positions. Resolving employee complaints, which includes hearing and resolving grievances. Submitting performance awards recommendations for subordinate employees. Investigating ways to improve the processes in their work area and implementing practices to reduce barriers to employee production. Building teamwork within the PM&RS service. Ensuring compliance with established policies, regulations, or other scheduling Directives. Participating in trainings, conferences, meeting, hearings, or presentations involving problems or issues of considerable consequences or importance to the program or program segment(s) managed. Coordinating between the Veteran and the providers, other clerical staff, nurses, clinical providers including MD, DO, DC, PT, OT, APRN, and other work leaders to ensure specialty appointment access is maximized Answering technical questions posed. Negotiating changes in desired appointments. Working conditions with union official, resolving grievances through meetings with the grievant and their union representative, or presenting training. Work Schedule: Typically 8:00am - 4:30pm, Monday-Friday. Will be discussed during interview Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 598-00351-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): 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. One of the following must be met: (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. 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. To qualify for the GS-07 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-07 (a) Experience. One year of experience equivalent to the GS-06 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Resume must include hours per week for work experience credit. Specialized experience includes: Collaborating with medical clinicians across multiple disciplines, scheduling interdisciplinary appointments, and possessing an advanced knowledge of policies and procedures associated with interdisciplinary coordinated care delivery and/or care in the community OR providing staff development and training, delegating responsibilities/assigning workload to other staff members, following up on issues, and reviewing and monitoring data to ensure reports are complete and accurate (b) Assignment. 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: 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. (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 1. Ability to provide the full range of administrative and supervisory duties in a patient support setting, which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements. 2. 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. 3. Ability to provide briefings, orientations, staff development, and training related to administrative functions in a patient support setting. 4. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. Preferred Experience: Supervising experience. Organizing work. Setting priorities, delegating tasks and responsibilities. Developing training and overseeing collateral duties in a federal or hospital work environment. Managing staffing requirements. Following-up on pending issues and demonstrating understanding on the impact of incomplete work across the service. Notifying of patient arrivals to providers. Performing daily safety checks including crash cart, temperature checks, restocking and sending laundry for cleaning, ordering/receiving PPE or prosthetics and entering work orders. Timekeeping experience and proficient in Microsoft Word and Excel also desired. 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-07. Physical Requirements: May require standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing.

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 John L McClellan Memorial Veterans' Hospital 4300 West Seventh Street Little Rock, AR 72205 US
• Name: Joshua Bullock
• Phone: 4792366362
• Email: [email protected]