VISN 22 Desert Pacific Healthcare Network is hiring Supervisory Medical Support Assistants for the Clinical Contact/Telephone Call Center as part of an Interdisciplinary Coordinated Care Delivery Model. The center is dedicated to providing support across multiple ancillary and interdisciplinary outpatient clinics and determine the needs of the caller (i.e., scheduling, refill requests, consult tracking, utilizing patient systems, and routing clinical questions to appropriate staff).

Duties

As an Supervisory Medical Support Assistant (AMSA) for the Clinical Contact/Telephone Call Center you play an integral role in the 24/7 operations of the regional clinical contact centers to achieve first-contact resolution through patient-centered delivery of care. You will plan and direct programs at the VISN 22 Nurse Advice line, and supervise a team composed of Lead Medical support Assistant, Programs Supports Assistant and Advance Medical Support Assistants Duties 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 Identify education and training needs Evaluate subordinates performance, developing performance standards and taking disciplinary action when necessary Management of call center scheduling, Approving leave request, and staff schedules Administrative and professional responsibility for the planning and directing the Medical Support Assistant activities Extracting, analyzing data and providing performance measure reports to senior management Supervising call center staff, defining objectives, priorities and deadlines. Interview candidates, recommend appointment, promotion and reassignment of employees 25%-50% Time covering calls during peak hours and in the event of staff shortages Work Schedule: Will be determined by the supervisor. 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. (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. 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). Grade Determinations: Supervisory Medical Support Assistant, GS-8 Experience: 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: i. 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. ii. 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. iii. Ability to provide briefings, orientations, staff development, and training in a patient support setting. iv. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. v. 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, Part II, Appendix G45The full performance level of this vacancy is GS-08. The actual grade at which an applicant may be selected for this vacancy is GS-08 Physical Requirements: Work is accomplished in a routine office setting and usually seated. Moderate amount of walking is required to communicate with other services throughout the Medical Center.

Education

There is no educational substitution at the GS-08.

Contacts

• Address Greater Los Angeles Healthcare System 11301 Wilshire Boulevard Los Angeles, CA 90073 US
• Name: Stephanie Bremmeyer
• Phone: 4802042873
• Email: [email protected]