This position provides supervision of the medical administrative support to the Community Care program as well as analytical and evaluative support to the Supervisory Program Manager primarily for Call Center and records management. The positions report to the Community Care Program Manager and is required to independently manage a wide range of administrative activities for Community Care and, supervise Lead MSA's, Advanced MSA's, and MSA's

Duties

The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor for all Call Center Medical Support Assistants and Records Management Program Support Assistants and is responsible for the daily oversight of the area in which they are assigned, providing direct supervision, guidance, and leadership. The Supervisory Medical Support Assistant is a foundational resource in providing technical counsel to meet procedural, legal, and administrative requirements relating to the care and treatment of patients, thus achieving maximum utilization of this medical center's resources and within the Community Care Transformation Model. Care is delivered in a team-based model which includes Registered Nurses, and MSA's. Community Care arranges all care outside the St. Cloud VA Medical Center for Veterans. Community Care works collaboratively with other members of an expanded healthcare team including pharmacists, social workers, dietitians, and all Clinical Service Lines to provide a robust interdisciplinary approach to care. The Supervisory MSA plans and completes advance level tasks based on observance of protocols and accepted clinical practices while exercising full supervisory responsibility over subordinate staff that includes at least one subordinate team leader. The Supervisory MSA handles directly or delegates responsibilities for resolutions of problems or unusual situations and makes decisions on appropriate action to be taken. Call Center, Authorization, Scheduling Incumbent is responsible for call center monitoring, preparation of community care official authorizations and correspondence with vendor and patient associated with pre-authorized care for both inpatient and outpatient episodes of community care. Assignments includes but not limited to call center metrics, manages appointment scheduling for all community care appointments in collaboration with Veteran and community care vendor (scheduling/checking in/checking out); utilizes secure messaging, telehealth/connected care modalities, scheduling challenges; consult toolbox, and applicable reports. Incumbent is responsible to manage the administrative aspects of the episode of community care. The Supervisory MSA is skilled in compiling readily available data from prescribed sources; knowledge of the organization to search records, files, or electronic data banks to locate information needed, and to verify information given. The Supervisory MSA utilizes computerized programs and databases in order to enter, modify and retrieve sensitive information and various data into or from electronic medical records, scheduling system, and/or reporting formats. This includes updating and verifying demographic information, scheduling appointments, data entry, administratively managing consultation requests, and notifying the patient of his/ her scheduled appointments. The Supervisory MSA orients medical staff to basic administrative policies and procedures dealing with outpatient scheduling and other administrative topic. Referral Management and Care Coordination The Supervisory MSA must be able to communicate effectively with both professional and nonprofessional employees in a variety of occupations and at various levels of responsibility. The Supervisory MSA performs a variety of supervisory administrative functions associated with patient care and treatment in community clinics performing a variety of medical services. The Supervisory MSA must acquire knowledge of internal organization procedures, knowledge of various facility services, knowledge of commonly used medical terminology and abbreviations, and VA acronyms and their meanings. The Supervisory MSA demonstrates advanced knowledge of managing a clinic and authoritatively utilizes various reference sources. The supervisory MSA makes decisions and empowers others to collaborate in order to resolve problems within a complex system environment. The Supervisory MSA must be able to work independently. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. Serves as contact point to resolve scheduling problems from patients, clinic staff, and other medical center departments; ensures customer service goals are met; represents service line on various facility committees or workgroups, communicating the goals and priorities of the service line and work unit; may be assigned or rotated to special assignments as determined by immediate supervisor or next higher-level supervisor. Work Schedule: Monday-Friday 8am-4:30pm Telework: Regularly teleworks maybe 6+ days per pay period- will be communicated during the interview process Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

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 and Education. (1) 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, (2) Education. One year above high school; OR, (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. c. Certification. None required. d. 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. e. 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. f. Physical Requirements. You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. g. 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. GRADE REQUIREMENTS FOR GS-7 Supervisory Medical Support Assistant In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below. 1. Experience-One year of experience equivalent to GS-6 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Examples of experience may include: Organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Communicate with individuals to obtain the desired effect, ensuring compliance with established policies and regulations. Provide staff development and training. Manage staffing requirements, manage priorities, and coordinate with staff in the unit in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work. Review and monitor data to ensure all reports are complete and accurate. AND 2. Demonstrated Knowledge, Skills, and Abilities Candidates must demonstrate all of the KSAs below: 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. References: VA Handbook 5005/117, PART II, APPENDIX G45 Preferred Experience: One year as a Community Care lead The full performance level of this vacancy is GS-7.

Education

IMPORTANT: There is no educational substitution for this grade level.

Contacts

• Address St Cloud VA Medical Center 4801 Veterans Drive St Cloud, MN 56303 US
• Name: Glenda Abfalter
• Phone: 3202556480 X5201
• Email: [email protected]