The Supervisory Medical Support Assistant (MSA) is located in Brick, NJ, and plans and directs programs at medical centers and/or satellite outpatient clinics located in the Central Jersey CBOCs. This position is a traveling position that requires driving up to 25% of the time to other CBOCs; valid driver's license is required at all times.

Duties

The Supervisory MSA has full supervisory responsibility for supervising at least one subordinate GS7 Lead Medical Support Assistant, and approximately (12- 26) Medical Support Assistants GS-5 and 6 and is a foundational role within the VHA Patient Aligned Care Team initiative and all interdisciplinary clinics including Specialty services, PCMHI Mental Health and Call Center. The Supervisory MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, Specialty, Mental Health, Ancillary, and Call Center) for Primary Care Clinics and also Specialty Clinics within Ambulatory Care Services and performs all related duties, 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. 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 selections; evaluating performance and taking disciplinary action when necessary. Responsible for extracting and analyzing data 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). 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 occurs. Supports staff in patient safety standards making sure staff are using the correct Veterans Affairs identification process for all patients. Tracking the utilization of two forms of identification, name, and full Social Security Number are acquired, the patient may also present the Veterans Health Identification Card (VHIC) for identification. Assures MSA staff explains the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients. Assures staff collects, scans, and updates health insurance information serving a major role in the revenue process. Oversee that MSAs screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Oversees training of staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Must review daily with Lead MSA who directs the Advance MSA on Active/Pending Consults, Electronic Wait List, Recall list, Actions Required, Disposition RTC Orders, Answer PATS-Rs request, Insurance Capture Buffer list and Audio care communications for accuracy and disposition. Required to have weekly meetings with the Lead MSA to plan and manage the schedule for clinic coverage. Rotate staff to assure all MSAs staff are in good attendance and understand the process needed to assure sustainability at all sites. May also be asked to assist in the Beneficiary Travel Program and Health Benefits Advisor Office/Member Services and other duties within the clinic, especially the Community Based Outpatient Clinics or contract VA Vet centers. Work Schedule: 8:00am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 23886-O Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

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. 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. Experience and Education 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. Grade Determinations: 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. 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 [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. 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 in a patient support setting. 4. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. 5. 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, MSA Qualification Standard The full performance level of this vacancy is GS-8. Physical Requirements: Work is sedentary but also demands sitting, standing, walking, bending, twisting, and carrying light items. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

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 New Jersey Health Care System 385 Tremont Avenue East Orange, NJ 07018 US
• Name: Shamaree Singleton
• Phone: 443-538-7617
• Email: [email protected]