The Supervisor Medical Support Assistant (MSA) position serves as the direct line supervisor for MSA staff staff and is a foundational role within the Community in the Care (CITC) service. CITC is delivered by administrative and clinical case management collaboration and interfaces/collaborates with larger health care system providers including VA and non-VA specialists/hospitals, etc.

Duties

This position is a supervisory position that plans and directs programs at medical centers and/or satellite outpatient clinics and has full supervisory responsibility. Assignments/duties at this level include, but are not limited to the following: 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 selections Evaluating performance and taking disciplinary action when necessary Full administrative and professional responsibility for planning and directing the MSA's activities Extracting and analyzing data in order to provide reports in support of performance level Works collaboratively in a interdisciplinary coordinated care delivery model and performs all related duties Customer service and other duties assigned for proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more Non-VA clinics Must screen/receive phone calls in a courteous and timely manner, determine the nature of request and provide the information desired using privacy rules and established program processes Participate in daily and weekly program meetings where patient care planning and management occur Independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet program and patient needs Supervisory Probationary Period: This is a supervisory/managerial position. If appointed to this position, you must serve a one-year probationary period, unless you have already completed one as a supervisor or manager. TRAVEL REQUIRED: You must possess a current Drivers License (DL). Work Schedule: Monday - Friday, 08:00 am - 4:30 pm Telework: Not Authorized. Virtual: This is not a virtual position. Functional Statement #: 000000/Supervisory Medical Support Assistant 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

Time In Grade (TIG): In addition to the basic requirements above, all applicants must also meet the following grade requirement for a Supervisory Medical Support Assistant, GS-0679-8. They must have one (1) year of experience equivalent to the GS-7 grade level. 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. BASIC REQUIREMENTS. a. Citizenship: Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.) b. 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. c. English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Policy Preferred Experience: (CITC), Care in the Community scheduling, processing, or call center experience is preferred. Grade Determinations: In addition to the basic requirements above, all applicants must also meet the following grade requirement for a Supervisory Medical Support Assistant, GS-0679-8. They must have one (1) year of experience equivalent to the GS-7 grade level and also be able to demonstrate the KSAs listed 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 Dated August 1, 2019; Medical Support Assistant Qualification Standard GS-0679. https://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdfThe full performance level of this vacancy is GS-8.Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education as this is part of the Basic Minimum Requirements.. Please note There is no educational substitution required for the grade level (GS-08) determination.

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 Fayetteville NC VA Medical Center 2300 Ramsey Street Fayetteville, NC 28301 US
• Name: Katrina Johnson
• Phone: (948) 205-0766
• Email: [email protected]