The purpose of this position is to serve as a Supervisory Medical Support Assistant (MSA), for Medical Service Specialty Clinics at VA Boston Healthcare System (VABHS). The incumbent is responsible for a wide range of assignments and provides administrative support to the Sections. The duty station of this position is the Jamaica Plain (Boston), MA Campus but travel to other campuses may be required for patient care purposes.

Duties

The Supervisory MSA has regular access to printed and electronic files containing sensitive data which must be protected under the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statues and policy, and VHA procedures. The employee is responsible for: Protecting data from unauthorized release of form loss, alteration, or unauthorized deletion and following applicable regulations and instructions regarding access to computerized files and user ADP security as set out in the computer access agreement which the employee signs. As a frontline contact with patients and staff, the incumbent sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with Veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. Duties and responsibilities of the Supervisory Medical Support Assistant include but are not limited to: Monitors and makes work assignments for lower grade MSA positions. Provides input on MSA 6 & 7 performance and resolves workplace issues. Supports clinics regarding clinic profile management and utilization via various reports. Responsible for the daily staffing of assigned clinics, assuring adequate support staff is available; this includes coordination of leave amongst MSA staff assigned to the outpatient clinics. Resolving complex problems to ensure patient services are met. Identifying educational or training needs to include coordinating on-the-job training to all new and established MSAs. Participating in hiring processes and decision selections. Evaluates MSA GS-6 and GS-7 performance and completes mid-year an annual Performance Appraisals. Collaborates with the Clinical Operations Assistant Nurse Manager in developing and delivering disciplinary action when necessary. Prepare and provide reports in support of performance measures to Medical Service leadership. Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient. Assures that all appropriate VA forms are used correctly and regulations followed. Work Schedule: Monday - Friday 7:30am - 4pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 523-F2050 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required NOTIFICATIONS: This position is not a bargaining unit position. Position is in the excepted service. Will be required to travel to other campuses within VA Boston Healthcare System as needed. Current and former federal employees must submit copies of their most recent non-award SF50 (notice of personnel action). The SF50 must identify the position, title, series, grad, step, tenure and type of service (competitive or excepted). In some cases, more than one SF50 may be required to show a higher grade previously held.

Requirements

Qualifications

Applicants must be fully qualified by the closing date of this announcement. 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 3j. 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: GS-8 Grade Level Requirement. Experience: One year of experience equivalent to the GS-7 grade level (see above) leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. GS-8 Demonstrated Knowledge, Skills, and Abilities: In addition to the basic requirements, 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 leaderin 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. In addition to the KSAs above, Candidates should also be able to demonstrate the following GS-7 Demonstrated Knowledge, Skills, and Abilities: Ability to provide the full range of administrative and supervisory duties [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 related to administrative functions in a patient support setting]. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. 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. Preferred Experience: Two years of supervisory experience is preferred. References: VA Handbook 5005, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standard. http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf The full performance level of this vacancy is GS-8. Physical Requirements: The incumbent must work in a multi-screen computer environment and be able to navigate easily between various VA programs (e.g., VistA, CPRS, VSE). Work is mostly sedentary but may require some standing, walking, bending, twisting, and stair climbing. Some slight physical effort may be required, such as lifting papers and notebooks and keyboarding.

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 Boston Healthcare System 940 Belmont Street Brockton, MA 02301 US
• Name: Marianne Coutinho
• Phone: 774-826-4812
• Email: [email protected]