The Supervisory Medical Support Assistant (MSA) position provides supervision of the medical administrative support to the Community Care program as well as analytical and evaluative support to the Supervisory Program Manager primarily for call center and record management between VA and community facilities related to referral management, authorization, scheduling, and administrative care coordination.

Duties

Major duties include, but are not limited to: The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor for all administrative care coordination assigned PSA and MSA staff which includes at least one Lead MSA and is responsible for the daily oversight of the area in which they are assigned, providing direct supervision, guidance, and leadership. This team may include various MSA or PSA levels ranging from GS-3 through GS-7 levels. The Supervisory Medical Support Assistant is a foundational resource in providing technical counsel to meet procedural, legal, and administrative requirements relating to the care and treatment of patients, thus achieving maximum utilization of this medical center's resources and within the Community Care Transformation Model. Care is delivered in a team-based model which includes Registered Nurses, and MSA's. Community Care arranges all care outside the St. Cloud VA Medical Center for Veterans. Community Care works collaboratively with other members of an expanded healthcare team including pharmacists, social workers, dietitians, and all Clinical Service Lines to provide a robust interdisciplinary approach to care. Important interfaces and collaborations also occur with larger health care system providers including VA and Non-VA specialists, hospitals, diagnostic and treating facilities, and community bases programs. The Supervisory MSA plans and completes advance level tasks based on observance of protocols and accepted clinical practices while exercising full supervisory responsibility over subordinate staff that includes at least one subordinate team leader or subordinate supervisor. The Supervisory MSA handles directly or delegates responsibilities for resolutions of problems or unusual situations and makes decisions on appropriate action to be taken. The Supervisory MSA's work is reviewed on an overall basis by the Service Chief for conformity with VHA Directive and Medical Center policies and procedures. The Supervisory (Medical Support Assistant) MSA has thorough knowledge of VHA Directives for: VHA Outpatient Scheduling Processes and Procedures, Knowledge of VA regulations, Systems Redesign Principles, local Medical Center Memorandum/policies, and standard operating procedures. This position provides supervisory medical administrative support and, is an integral member of Community Care leadership to effectively carry out day to day administrative operations of Community Care. The Supervisory MSA has knowledge of eligibility for VA medical care, priorities for care, release of information, health Information Portability and Accountability Act (HIPAA) Law. The Supervisory MSA must be conscientious regarding the confidentiality of the variety of material that will be handled. The position requires a practical knowledge of an extensive body of the organization's rules and regulations governing confidentiality, including but not limited to the Privacy Act, HIPAA, the Freedom of Information Act (FOIA). Call Center, Authorization, Scheduling The Supervisory MSA is responsible for preparation of community care official authorizations and correspondence with vendor and patient associated with pre-authorized care for both inpatient and outpatient episodes of community care. Assignments includes but not limited to call center metrics, appointment scheduling management for all community care appointments in collaboration with Veteran and community care vendor (scheduling/checking in/checking out); utilizes secure messaging, telehealth/connected care modalities, scheduling challenges; consult toolbox, and applicable reports/metric timeliness. Incumbent is responsible to manage the administrative aspects of the episode of community care. The incumbent must ensure that work units/teams under his/her immediate supervision are effectively working in close collaboration with the Case Management unit to accomplish a positive Veteran experience. Work Schedule: Monday through Friday, 08:00 am to 4:30 pm Telework: 6+ Days/PP Virtual: This is not a virtual position Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

Basic Requirements: 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. Experience and Education. 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. c. Certification. None required. d. Grandfathering Provision. 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). e. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credits and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. f. Physical Requirements. See VA Directive and Handbook 5019. g. 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. Supervisory Medical Support Assistant, GS-8 Grade Determinations: 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. AND 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. Preferred Experience: One (1) year as a Community Care Lead References: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is G-8. Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination

Education

Educational substitute not eligible for this grade level.

Contacts

• Address St Cloud VA Medical Center 4801 Veterans Drive St Cloud, MN 56303 US
• Name: Glenda Abfalter
• Phone: 3202556480 X5201
• Email: [email protected]