The Supervisory MSA is located primarily at the Brick station, and plans and directs programs at medical centers and/or satellite outpatient clinics located in the Central Jersey CBOCs. The Supervisory MSA has full supervisory responsibility for supervising at least one subordinate GS-7 Lead Medical Support Assistant, and approximately (12- 26) Medical Support Assistants GS-5 and 6. This position's duty location is: James J. Howard Veterans' Outpatient Clinic 970 Route 70 Brick, NJ 08724-3502

Duties

The Supervisory Medical Support Assistants are staff positions located in Ambulatory Care Service at VA New Jersey Health Care System CBOCs. The incumbent is solely responsible for management of the Administrative duties for the Patient Aligned Center Team (PACT) and the supervision of the Lead MSA, Advance MSA, and Medical Support Assistants that support the program. The MSA Supervisor must oversee that MSAs screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Additionally, he/she oversees training of staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: a. Schedule, no show and Cancel appointments and utilize the Electronic Waiting List accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. b. Notifies his/her Lead MSA and Advance MSA when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. c. Must review daily with Lead MSA who directs the Advance MSA on Active/Pending Consults, Electronic Wait List, Recall list, Actions Required, Disposition RTC Orders, Answer PATS-Rs request, Insurance Capture Buffer list and Audio care communications for accuracy and disposition. Administrative Operations The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor for the Lead Medical Support Assistant, Advance Medical Support Assistant(s) and all Medical Support Assistant (MSA) staff and is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative and all interdisciplinary clinics that support the initiative to include Specialty services, PCMHI Mental Health and Call Center. Patient care in Primary Care is delivered in a team-based model known as the teamlet. Office Management The incumbent reviews, collects, and analyzes the Consult Management data via VSSC, CDW and other reporting systems for the Patient Aligned Care Team and Consult Managements programs; runs weekly Consult tracking reports, RTC reports, Recall Reports and Actions Required/Encounters workload reports; generates weekly scheduling detailed reports; reports are presented to local and Senior leadership; provides analysis and detailed information as requested by local Leadership, VISN Leadership and VA Central Office. Participates in national leadership calls. Responsible for monitoring VHA timeliness, insufficiency rates, and software usage regarding National Performance Measures for all programs. Provides research, coordination, and reports. May be required to analyze, interpret, and clarify data to management. Prepares workload and production reports, reports on operations and problems encountered, resource needs based on experience, anticipated workloads, and the capability of the section. Unit Supervision/Administration Serves as the Administrative Supervisor and Office Manager for the Ambulatory Care Central Jersey Outpatient Clinics. Ensures that employees within the unit are aware of the importance of meeting deadlines mandated by Central Office. Fosters maximum adherence to policies, regulations, procedures, and guidelines; assists in the training of personnel concerning data capture, consult management, clinic profiles, clinic cancellation and eligibility issues. The incumbent in his/her Supervisory capacity will be required to execute the following duties: Plan work to be accomplished by subordinates, set, and adjust short-term priorities, and prepare schedules for completion of work. Assign work to subordinates based on priorities, selective consideration of the difficulty and requirements of assignments, and the capabilities of employees. Evaluate work performance of subordinates. Give advice, counsel, or instruction to employees on both work and administrative matters. Interview candidates for positions in the unit; recommend appointment, promotion, or reassignment to such positions. Hear and resolve complaints from employees, referring group grievances and more serious unresolved complaints to a higher-level supervisor or manager. Effect minor disciplinary measures, such as warnings and reprimands, recommending other action in more serious cases. Identify developmental and training needs of employees, providing or arranging for needed development and training. Find ways to improve production or increase the quality of the work directed. Develop performance standards. Performs other duties as assigned. Virtual: This is not a virtual position. Functional Statement #: PD23886O, Supervisory MSA Permanent Change of Station (PCS): Not Authorized

Requirements

Qualifications

Basic Requirements: 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.). Experience and Education: 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 One year above high school; OR Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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. 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 listed above, the following education and experience criteria must be met when determining the grade of candidates: GS-8 Supervisory MSA: 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]. Assignment: The Supervisory MSA plans 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. Assignments at this level include, but are not limited to: evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor, and MSA's activities. Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures.] For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. 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.] Drivers License Requirement: A valid state drivers license is required for this position. Candidates selected for interview will be required to provide their license at the time of interview and a clean driving record report from the DMV during the online onboarding process. A copy of your drivers license should not be uploaded with your application materials. References: VA Qualification Standards, including the Supervisory Medical Support Assistant, are located at VA Qualifications Standards - Office of the Chief Human Capital Officer (OCHCO) The full performance level of this vacancy is GS-8. Physical Requirements: Work is primarily sedentary, although some slight physical effort may be required. The ability to deal effectively with organizational change, role ambiguity and the stresses of juggling many priorities and rapidly responding to unanticipated critical situations is essential. 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.

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 VA New Jersey Health Care System 385 Tremont Avenue East Orange, NJ 07018 US
• Name: Shamika Parnell-Meyers
• Email: [email protected]