The incumbent is assigned to the Patient Administration Section of the Business Office. The Supervisory Medical Support Assistants is responsible for supervising the administrative support of the clinical services. The goal of this position is to supervise a variety of administrative duties performed by the Lead Medical Support Assistants (MSA), Advanced MSAs, and MSAs that facilitate an effective workflow for the clinical staff.

Duties

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; identifying educational or training needs; evaluating subordinate performances; recommending disciplinary action when necessary; and extracting and analyzing data in order to provide reports in support of performance measures to senior management. The Supervisory Medical Support Assistant demonstrates knowledge and expertise in the Patient Administration process to include: a. Scheduling appointments in accordance with VHA Directive 1230 and VHA Directive 1232 (2); including canceling, re-scheduling, and no showing patient appointments and/or consults. b. Verify and update patient demographics to include capturing of insurance data. c. Ensure clinic assigned staff are appropriately utilizing the Recall List (Delinquent), Return to Clinic Orders (Query from VS GUI) and View Alerts for accurate disposition daily. d. Ensuring patient encounters are completed for clinics assigned by the end of each business day (no-shows and patient cancellations through AudioCare, VeText, VS GUI, etc.). e. Ensuring that consults greater than 90 days have proper documentation for additional scheduling attempts or dispositioning directed by the provider. f. Responsible for tracking and management of Consults and Return to Clinic orders for clinics assigned. g. Responsible for providing feedback to providers when additional information for scheduling is required. h. Extracting medical information from electronic records only when requested by Providers, Social Workers, Nurses, and Supervisors for patient education purposes only while maintaining HIPPA standards. i. Ensure clinic assigned staff is appropriately maintaining the delinquent recall, insurance capture buffer exception list and appropriately utilizing Vet Link for clinics assigned. j. Receiving/directing both patients and visitors, in person and by telephone, answering routine inquiries, and making appropriate referral of questions concerning patients' care. k. Coordinate patient transportation and/or travel concerns with the Veterans Transportation Service and Bene-Travel staff. l. Monitor and make daily work assignments, resolve daily workplace issues, and maintain efficient workflow in the clinics assigned. m. Complete daily rounds to ensure adequate administrative support coverage in all areas distributing and balancing workload in clinic areas assigned. n. Ensures accurate daily posting of employee's time assigned to specific T&L unit and timecards certified by the required time for accurate processing. o. Complete timely clinic modifications which include but not limited to cancelation, adding additional slots, inactivation's, once approved by the Supervisory Health System Specialist (Site Manager). p. Provides information of medical center policies and procedures appropriately to subordinate employees. q. Ensures front line staff is setting the tone for perception concerning quality of healthcare services at the VACHCS with a high degree of tact and diplomacy. r. Provide the full range of administrative and supervisory duties including assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements. s. Ensures patient safety standards are meet by subordinate staff using the correct Veterans Affairs identification of all patients using two forms of identification. t. Collaborate, communicate, and demonstrate customer service and interpersonal skills with all professionals to ensure quality/continuity of care and ensure compliance with established policies and regulations. u. Delegates authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. v. Provide initial orientation and retraining when necessary to both new and current employees. Work Schedule: Monday- Friday 7:30am-4:00pm Functional Statement #: 55668F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

a. 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.). b. English Language Proficiency: Supervisory MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. c. Experience and Education. Experience. Two years of 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,(3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Grade Determinations: Supervisory Medical Support Assistant, GS-8 Experience. One year of experience equivalent to the GS-07 grade level leading to Supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Qualifying experience includes experiences leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Working in an administrative health care setting such as being responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings; assist with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources; 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. In addition to meeting one year of experience as described above, candidates must also demonstrate all of the KSAs below: Provide 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. 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. 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. 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, Medical Support Assistant Qualification Standard August 1, 2019. This can be found in the local Human Resources Office. Physical Requirements: Position is primarily sedentary in nature. May require moderate lifting, some walking, standing, bending and carrying of light items as needed. May work alone or with closely with others in an office setting.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.

Education

Education cannot be used to qualify this position.

Contacts

• Address Columbia VA Health Care System 6439 Garners Ferry Road Columbia, SC 29209 US
• Name: Brittany Russell
• Email: [email protected]