These Supervisory Medical Support Assistant positions are within the Chief of Staff Office of the VA Bedford Healthcare System, servicing the Specialty and Acute Care, Group Practice Management, and Community Care. It is full time at 40 hours per week.

Duties

These positions serve as a Supervisor for Medical Support Assistants at a medical center in VISN 1, VA New England Healthcare Network. These positions responsible for planning, directing, and controlling work for the lower grade Medical Support Assistants in their assigned outpatient clinical settings. Work is performed collaboratively in an Interdisciplinary Coordinate Care delivery model (Patient Aligned Care Team, or Specialty Care Setting). Duties include, but not limited to: Responsible for planning, organizing, and directing the work of lower medical support assistants. Establishes work priorities, identifies developmental training needs of employees and provides or arranges for training. Works closely with their Supervisor to identify and develop training which meets the needs of the MSA and administrative/clinical data capture requirements. Reviews work produced and analyzes weekly reports to evaluate production and takes appropriate action to resolve backlogs, scheduling errors, ICB Capture, BARR Review and Pre-­Registration Data. Conducts regular staff meetings with the medical support assistants to update them on policy changes and new procedures. Serves as point of contact for resolving patient issues especially regarding appointment and scheduling concerns. Maintains clerical guidelines and manuals as well as preparation of material to be used in training new employees. Responsible for training auxiliary personnel such as temporary, work study, and volunteers used for intermittent heavy workload areas. Acts as liaison with the Medical Support Assistants, Medical staff, Nursing staff and other services offering expert advice on administrative details and procedures relative to areas and will evaluate problematic areas and present findings. Works closely with providers and clinic staff to ensure all processes are compliant in accordance with VHA Directive 1230 - Outpatient Scheduling Processes and Procedures, VHA Directive 1232 - Consult Processes and Procedures, and VHA Directive 1231 - Outpatient Clinic Practice Management. Performs work involving collection, compilation, and/or tracking of data and statistical information in support of several VA, VISN, and local programs. Ensures subordinates serve as the initial point of contact for the units, clinics, patient, call centers, Care in the Community (CITC), to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems. Responsible for the personnel administration of all employees assigned to the section including, but not limited to, leave approval and scheduling, performance appraisals, establishing performance standards and position descriptions, maintaining and improving employee morale and motivation and resolution of grievance and complaints. Work Schedule: Full-Time; Mon-Fri; 07:30am-4:00pm. Compressed/Flexible: Not Available. Telework: Available for Ad-hoc. Virtual: This is not a virtual position. Functional Statement #: F01629. Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. Financial Disclosure Report: Not required. Notifications: This position is in the Excepted Service. Veterans' preference does not apply for internal or other current permanent Federal agency employees. This position is not a Bargaining Unit position. This position is covered by locality-based comparability pay. Narrative responses to the knowledge, skills and abilities (KSAs) may be required from the selectee in order to proceed with the appointment. Current and former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held.

Requirements

Qualifications

Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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: 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. 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: GS-8: 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. In addition to this experience, candidates must demonstrate the following Knowledge, Skills and Abilities (KSA): i. 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. ii. 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. iii. Ability to provide briefings, orientations, staff development, and training in a patient support setting. iv. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. v. 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 Physical Requirements: See VA Handbook 5019. Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.

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/.

Contacts

• Address VA Bedford Healthcare System 200 Springs Road Bedford, MA 01730 US
• Name: Molina Vantha
• Phone: 781 687 2000
• Email: [email protected]