This position is located in the Hampton VA Medical Center, Health Administration Service (HAS). The Supervisory Medical Support Assistant position serves as the direct line supervisor for Lead Medical Support Assistants, Advanced Medical Support Assistants, and Medical Support Assistants in the Primary Care (PACT) unit.

Duties

Call Center: Incumbent will provide and ensure assistance to Veterans providing a smooth process for the management of his/her outpatient appointments and support work in connection with the care and treatment given to the Veterans by performing a variety of support duties that facilitate the work of physicians, physician assistants, nurses, nursing support staff, and other members of the medical facility who provide patient care. An important interface with assigned call teams and is a liaison between those services (Specialty/PACT) and Health Administration Service (HAS) to provide a range of administrative support. Health Benefits and Enrollment: Incumbent serves as the Supervisory MSA, Enrollment and Eligibility Section, with the responsibilities of supervising, planning, developing, coordinating, implementing, evaluating, and reporting on plans and procedures required to meet the administrative activities and programs within the section and throughout the Medical Center. Primary Care/Mental Health/Specialty Care/Sub-Specialty: Important interfaces and collaborations also occur with larger healthcare system providers including VA and non-VA specialists, hospitals, diagnostic and treating facilities, and community-based programs. They have full supervisory responsibility over assigned MSAs. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. The incumbent is responsible for establishing meetings and training to discuss work problems, adoption of new work processes, and in-service training. With input from staff, formulates training plans for all new employees and refresher training for existing employees. Schedules and encourages participation of employees in various Medical Center training programs and career development courses. Coordinates and establishes standardized written procedures and special instructions for non-routine and complex assignments for clinic staff. Under the direction of Senior HAS managers, coordinates with other HAS supervisory staff to ensure standardization of procedures throughout service and section. Incumbent coordinates leave schedules to ensure coverage of assigned areas is maintained and interfaces with other HAS Managers to seek additional resources if required and coordinates the use of float teams. Has final approval to approve annual and sick leave requests. Maintains assigned time and leave accounts and is certifying officials for assigned Time and Leave Groups using the Electronic Time and Attendance program. The Supervisory MSA prepares performance standards and functional statements, ensuring they are current and accurate. Oversees performance ratings of assigned employees and makes recommendations for incentive awards. Has full authority to take disciplinary action, seek advice from human resources, address grievances, and attempt to resolve disputes at the lowest level possible. Orients all new staff to Health Administration Services, including position within the organization, leave procedures, functional statements, and performance standards. Maintains training folders on assigned employees, assigns training lead, and reviews training progress frequently during the performance period. The incumbent provides briefings and training when needed or as directed by management. Work Schedule: 7:30am-4pm; 8am-4:30pm Recruitment Incentive (Sign-on Bonus): Not Authorized. Permanent Change of Station (Relocation Assistance): Not Authorized. Telework: Not Available. Virtual: This is not a virtual position. Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized.

Requirements

Qualifications

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. 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 - Equivalent combination of experience and education. 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. 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: For Supervisory Medical Support Assistant, GS-8: One year of experience at or equivalent to the next lower grade level GS-7. In addition to the Basic Requirements defined above, the incumbent must demonstrate the following KSAs: Ability to provide the full range of administrative and supervisory duties to at least on 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. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-8. Physical Requirements: The work requires some physical exertion, such as extended periods of walking while making clinical rounds or making contacts with other services of the Medical Center. There are also some requirements for standing, twisting, bending, sitting, and carrying of supplies. Must be able to lift (30 lbs.) and carry short distances.

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 Hampton VA Medical Center 100 Emancipation Drive Hampton, VA 23667 US
• Name: Shemena Escoe
• Phone: (918) 351-3068
• Email: [email protected]