The Supervisory Medical Support Assistant maintains full supervisory responsibility for the leadership needed to meet the goals of Medical Administration Service (MAS). He/she works at Veterans Affairs Northern Indiana Health Care System (VANIHCS} which is a dual campus facility With 4 Community Based Outpatient Clinics (CBOCs). The main facilities are located in Marion and Fort Wayne, Indiana. VANIHCS is a part of the Veterans Integrated Service Network 10 (VISN 10).

Duties

The Supervisory Medical Support Assistant performs a variety of administrative functions associated with Veteran care and treatment in one of several clinics performing a variety of medical services. In the capacity as SMSA for Primary Care Clinics, he/she works closely with the Lead MSA and has the foundational role within the VHA Patient Aligned Care Team (PACT Team) Initiative. In the primary care setting, patient care is delivered in a team based model known as the Teamlet or PACT Team. The SMSA may fully participate in the daily/weekly management PACT Team huddles and weekly team meetings ( if requested) where patient care planning and management occur. The PACT Team provides the majority of the health care needs for an assigned panel of patients. The PACT Team and SMSA works collaboratively with other members of an expanded health care primary care team including pharmacists, social workers, clinicians, behavioral health staff, etc. to provide a robust interdisciplinary approach to care. Important interfaces and collaborations also occur with larger health care system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community based programs. In the capacity as SMSA for Specialty Care Clinics, he/she works closely with the Lead MSA and must have a thorough working knowledge of clinical specialty services which include but not limited to oncology, urology, cardiology, endoscopy, surgical, orthopedic, gastroenterology, gynecology, neurology, optometry, dermatology, podiatry, physical therapy, substance abuse, nutrition, pulmonary, rheumatology, endocrinology, pre admission, ambulatory surgery unit, emergency department, ear nose and throat (ENT) etc. In the capacity as SMSA for Ward Administration which includes Inpatient Medicine, Surgery, Mental Health. wards, Residential Treatment, Community Living Center, and Blind Rehabilitation Center; he/she works closely with the Bed Management System Coordinator, Patient Care Service Coordinator, Nurse Managers, Associate Nurse Executive, Unit Charge Nurses, Clinical Care Coordinator (CCC) and Administrative Officers of the Day (AOD) in providing administrative support to clinical staff requiring appointment scheduling, appointment coordination, and consultative appointments for requested inpatient and outpatient clinical services. He/she performs bed management system duties by utilizing established ward bed management process and procedures. He/she will review all admissions, discharges, intra-facility and interfacility transfers, absent sick in hospital, treating specialty changes etc., which impact the G&L and take corrective action to resolve any discrepancies. The SMSA will be competent in the use of the Bed Management System (BMS) and will ensure that MSAs assigned to the inpatient wards and emergency department are trained to use and maintain the BMS appropriately. He/she monitors the Gains and Losses sheet daily to ensure appropriateness of ' Veteran movements (admission, transfer, discharges, Absence Sick the Hospital, 96-hours or less passes, etc.) and initiates corrective action and training to resolve any discrepancies. In the capacity as SMSA for the Call Center, he/she serves as collaborative partner to all areas that the call center scheduling supports. He/she also serves as a working MSA alongside other MSAs in answering incoming calls from Veterans to schedule, cancel, and reschedule primary care, specialty care, laboratory, radiological and other ancillary appointments, as needed. The SMSA provides comprehensive customer service support activities in assisting Veterans and other customers with their appointment and other needs. He/she works closely with the Supervisory Medical Support Assistant and other MSAs to ensure that the operation of the Call Center is efficient at all times. The SMSA will monitor the MSA and Telephone Operations call activity, run management reports, and listen in on incoming call and outgoing calls to ensure staff performs according to policies, procedures and scripts. Work Schedule: Monday - Friday, 7:00 a.m. - 4:30 p.m. Schedule subject to change based on the needs of the Agency. Telework: Not Available Virtual: This is not a virtual position. Functional Statement # 91089-A, Supervisory Medical Support Assistant Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

The following are requirements for appointment as a Medical Support Assistant (MSA) in the Veterans Health Administration (VHA). These requirements apply to all VHA MSAs in the General Schedule (GS)-0679 series. 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. Certification. None required. Experience and/or 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. Creditable Experience (1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting]. Experience satisfying this requirement may be paid/non-paid employment as an MSA or [an equivalent position in a non-VA hospital or clinic setting. (2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. (3) Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. 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). 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: Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. 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. 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. Grade Determinations. In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates: Supervisory Medical Support Assistant, GS-08 To qualify, you must posses one full 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. This experience may include, but is not limited to: 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. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. Note: This experience must be clearly demonstrated in your resume. Demonstrated Knowledge, Skills, and Abilities. 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 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 Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending, and carrying of items such as training manuals. The Supervisory MSA is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone. In addition, there can be increased stress due to the Intensity-of a patient/customer complaint or concern. See VA Directive and Handbook 5019.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Transcripts must be official or unofficial college transcripts. A copy of your certificate/degree or screenshot of your current classes are not a replacement of your transcript and they will not be used in the qualifying process. Your transcript must include your name and the name and full address of the institution.

If the position has an education requirement or you are qualifying based on education, you need to list your education history including the type of degree and your major of study. If the position requires a certain number of credit hours, you are strongly encouraged to list the relevant courses in your resume.

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 Northern Indiana HCS 1700 East 38th Street Marion, IN 46953 US
• Name: Holli Walker
• Phone: 832-350-4150
• Email: [email protected]