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.

Duties

The Supervisory MSA is responsible for maintaining updated information on clerical call data, clinic availability, clinic cancellations, clinic setups, patient complaints, consult management, new patient enrollees and the new patient consults. Responsible for scheduling as well as overseeing all scheduled appointments in the Business Office while interpreting and verifying provider orders in accordance with VHA national scheduling guidelines. Assignments at this level include but are not limited to the Supervisory MSA monitors and makes work assignments, provides input on job performance, resolves daily workplace issues, and maintains efficient and effective workflow. Assignments at this level include but are not limited to assuring all areas have needed coverage and conducts ongoing dialogue with Veterans and Co-workers alike. Conducts ongoing reviews of job performance to ensure quality of work, as well as ensuring accurate and timely scheduling of all appointments. Providing guidance to staff members about the changes in policies and procedures, distribution, balance of workload, creating and maintaining employees work schedules, orienting and providing on the job training, or refresher training for all new and established Staff. Ensuring training requirements are met. Works to integrate all facets of the working relationship. This position of higher-level duty also requires a full performance level. These duties are consistently of a higher scope, administrative independence, complexity, and range of variety, as described in this standard of specific grade and level to be performed at least 25% of the time. Work Schedule: Monday - Friday, 8:00am -4:30pm Telework: Ad-Hoc Virtual: This is not a virtual position. Functional Statement #:PD70299F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized 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. Basic Requirements. 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/Education Requirement 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. 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: In addition to the basic requirements for employment the following experience criteria must be met when determining the grade of candidates: Supervisory Medical Support Assistant, GS-08: Experience: One year of experience equivalent to the GS-07 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Examples of specialized experience includes; but not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. Demonstrated Knowledge, Skills, and Abilities - Candidates must demonstrate all of the KSAs below: 1. 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. 2. 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. 3. Ability to provide briefings, orientations, staff development, and training in a patient support setting. 4. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. 5. 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: VA Handbook 5005 PART II APPENDIX G45 dated August 1, 2019. For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-08. The actual grade at which an applicant may be selected for this vacancy is a GS-08. Physical Requirements: The work is primarily sedentary and walking. The work requires the ability to handle multiple demands simultaneously in dealing with a wide variety of clients on a daily basis. Tasks will require prolonged use of computers. There are lengthy periods of sitting, interrupted by intervals of walking and climbing stairs about the medical center to make the many personal contacts required of this position.

Education

There is no substitution of education for experience at this grade level.

Contacts

• Address Tennessee Valley HCS - Nashville 1310 24th Avenue South Nashville, TN 37212 US
• Name: Keziah Israel
• Phone: 404-327-1264
• Email: [email protected]