This position serves as a Supervisory Medical Support Assistant (PACT) supporting the Medical, VA Care Lines across VA Finger Lakes. This position is at the Canandaigua VAMC under the supervision of the Business Office Manager. Work requires assigning and evaluating the work of subordinate staff; resolving complex problems; identifying educational or training needs; making final decisions on selections; evaluating performance and taking disciplinary action when necessary.

Duties

Extracting and analyzing data in order to provide reports in support of performance measures to senior management. Coordinates with the medical VA careline specifically within Primary Care but also may liaison with specialty care; behavioral health and ancillary support teams at the physical location they work at. Reviews the clinic utilization by using various reports (e.g., Clinic Utilization Statistical Summary). Ensure that the clinic setup is closely monitored to effectively support the needs of the clinic, and make any necessary adjustments. Develop/maintain effective and efficient communication with the patient, interdisciplinary team, VA medical centers, and other agencies relating to primary care services. Communicate with non-VA medical facilities. Facilitate/process secure messaging with the patient and primary care provider teams. Develop and manage a tracking system for follow up care such as consults, tests, etc. Participating in primary care team huddles and team meetings to manage and plan patient care. Setting priorities and deadlines, adjusting the flow and sequencing of the work to meet team and patient needs. May work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record. Managing electronic wait list to verify and validate accuracy and resolve issues. Participating and providing input in problem solving on operational issues or procedures within the primary care services offered at both sites. Provides feedback and assessment of clinic grid availability. Access issues, wait time concerns and proposes solutions to grid related access issues. Also assesses access issues related to provider coverage and the impact of provider planned and unplanned leave. Performs budget work related to staffing considerations and plans work to stay within overtime budget limitations. Ensures overtime is appropriately utilized. Identifies and obtains equipment needed for staff to complete their job tasks to include but not limited to proper phones, headsets, computers, monitor set ups, printers, scanners, desk space, any miscellaneous equipment requirements that the staff in the clinic would need and oversees the ordering of all administrative supplies for the clinical area. Responsible for training direct reports on scheduling guidelines, directives, and processes. Will serve as the point of contact for PACT MSA staff on all questions related to proper scheduling processes and will conduct scheduling competencies and audits required. Serves as the primary point of contact for consult processing working closely with the staff they supervise to ensure proper consult policy is followed regarding national timeline standards for contacting and acting upon consults. Prepares and interprets scheduling reports (ie Return to Clinic; Recall Reminder and weekly consult reports) to be provided to the Business office manager which may be relayed as needed up through leadership locally and potentially provided to the VISN. Reports directly to the Business Office Manager. Full supervisory responsibility for supervising at least one subordinate team leader and a minimum of 9 to maximum of 20 Medical Support Assistants. Work assignments come from the Business Office Manager with a dotted line to work directly with clinical staff in scheduling related issues. Plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports and special assignments and only refers to the non-routine and highly technical problems to his/her supervisor. Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Maintaining the confidentiality of information obtained to carry out required duties. Routinely communicates with physicians, nursing, case managers. Other duties as assigned. Work Schedule: Monday - Friday 7:30am - 4:00pm Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 21M03-A 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. 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. Certification. None required. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. 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. Physical Requirements. See VA Directive and Handbook 5019. 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). Specialized Experience: One year of experience equivalent to the GS-7 grade level. Grade Determinations: In addition to meeting the basic requirements, an applicant must meet the specialized experience for GS-8. Specialized experience includes: Experience. One year of experience equivalent to the GS-7 grade level. GS-7 duties can include: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts; 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the following KSAs: 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, August 1, 2019The full performance level of this vacancy is GS-08. The actual grade at which an applicant may be selected for 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Canandaigua VA Medical Center 400 Fort Hill Ave Canandaigua, NY 14424 US
• Name: Stephen Jones
• Phone: 315-425-3791
• Email: [email protected]