This announcement is for several vacancies within the Medical Center The Supervisory Medical Support Assistant position(s) serves in the Fayetteville VAMC and CBOCs as the direct line supervisor for the Lead MSA(s) and all Medical Support Assistant staff and is a foundational role within the Fayetteville VAMC Clinical Contact Call Center operations. The incumbent provides a high level of administrative and supervisory oversight of personnel & clinic administrative management and data support.

Duties

The GS-8 Supervisory MSA plans and directs programs at medical centers and/or satellite outpatient clinics and has full supervisory responsibility for supervising at least one subordinate team leader. Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decisions on personnel vacancy selections; evaluating employee performance and conduct, and taking progressive disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing daily MSAs' scheduling activities. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent(s) at least 25% of the time. Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty Medicine, Behavioral Health, C&P, UCC/ED, Surgery/OR, and Clinical Contact Call Center) and performs all related duties associated with 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. Provides direct administrative and technical support to the Section Chiefs and support the management information components of all health eligibility related programs. This includes but not limited to entering data and information when necessary, but also reviewing reports, records and statistical computations for accuracy and propriety. Manage enrollment priority groups and ensure that enrollment information is reported to the Health Eligibility Center (HEC).He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage needs occur. Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification (i.e. Name and full Social Security Number.) The patient may also present to the facility with a Veterans Health Identification Card (VHIC) for positive identification verification. Incumbent is responsible for insuring that the work assignments of the section are carried out by performing a range of duties and functions related to appointment scheduling and consult management. Must be able to lead a diverse group of employees and is considered an expert in the functions and capabilities of a GS-7 Lead MSA. Incumbent will be expected to communicate professionally and effectively with all levels of staff within the Medical Center. Incumbent is expected to exhibit the VA Core Values of ICARE (Integrity, Commitment, Advocacy, Respect, Excellence) when interacting with clinical and administrative staff, leadership, Veterans, family members, etc., at all times. The incumbent must demonstrate technical competency and expertise in the use of computer systems and software relevant to the business needs such as multiple platforms of Vista, CPRS and MyHealtheVet/Secure Messaging systems. The incumbent will oversee all outpatient administrative functions and therefore must have thorough knowledge of policies and directives governing appointment access, outpatient scheduling and clinic management. The incumbent must be knowledgeable of VA medical care, priorities for care, release of information (ROI), Health Information Portability and Accountability Act (HIPAA), and Non-VA /Community Care programs. Incumbent will be a leave approving official for the employees within their designated supervisory section. Incumbent must ensure quality assurance for all work produced or completed within areas of responsibility. Incumbent will evaluate overall performance of employees and provide frequent feedback to staff regarding attendance, performance and behavior. Incumbent will utilize Lead MSAs (subject matter experts) to assist and train new staff in orientation activities through shared knowledge and specific clinic scheduling expertise, as well as oversee the day-to-day flow of clinic performance. This position provides medical administrative support to Clinical Contact Call Center area and is an integral member of the nursing and medical team to effectively carry out day-to-day administrative operations of the Inpatient Unit. Work Schedule: Tour of Duty to be determined by the Service 7:00AM - 3:30PM 8:00AM - 4:30PM 8:30AM - 5:00PM

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. Education/Experience: One year of education above high school OR Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position OR Equivalent combination of experience and education to qualify 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. Supervisory Medical Support Assistant, GS-8 (a) 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. (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. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. (c) Demonstrated Knowledge, Skills, and Abilities. 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 Qualification Standard GS-0679, August 1, 2019. Physical Requirements: The work is primarily sedentary, although some light physical effort may be required. Selectee will have to pass a pre-employment TB test.

Education

***Note: Education cannot be substituted at the GS-8 level***

Contacts

• Address Fayetteville NC VA Medical Center 2300 Ramsey Street Fayetteville, NC 28301 US
• Name: Lisa Lamb
• Phone: 252-830-2149 X143681
• Email: [email protected]