This position is located in the Centralized Scheduling Unit (CSU) of the Health Administration Service at the Ralph H. Johnson VA Medical Center and provides supervisory medical administrative support to Medical Support Assistants, Advanced Medical Support Assistants, and Lead Medical Support Assistants in a call center environment. This position is an integral member of the team needed to effectively carry out day-to-day administrative operations in support of patient care activities.

Duties

The incumbent manages all CSU MSA staff and ensures that the organization's strategic plan, mission, vision, and values are being communicated to the staff and integrated into the daily operations of the Call Center. The incumbent plans work to be accomplished by subordinates, ensures adequate MSA coverage for the Call Center, sets and adjusts short-term priorities, and prepares schedules for completion of work; identifies developmental and training needs of employees, provides or arranges for needed development and training; controls personnel matters such as leave schedules, attendance certification, performance standards and evaluation of job performance; counsels and recommends disciplinary actions; participates in job interviews and selection of applicants for vacant positions. The incumbent reviews and tracks all return to clinic orders for patients discharged from the unit to ensure they are processed in accordance with established guidelines. The incumbent is responsible to completing audits for scheduling appointments completed by all CSU MSA's. The Incumbent is responsible for collecting, compiling and/or tracking statistical information and preparing complex data/reports related to the administrative management of scheduling activities related to CSU functions. The incumbent tracks achievement on performance measures, goals, and objectives; receives and processes documents and reports in accordance with established procedures; organizes and maintains patient data; and assists in the planning, review, reporting, and presentation of data/statistical results of these programs. The incumbent tracks and trends issues related to program effectiveness and implementation; utilizes statistical data to compile daily, monthly and quarterly workload reports as requested for all program staff; participates in performance improvement activities related to program quality improvement processes; and offers performance improvement advice to program staff. The incumbent is responsible for oversight and completing Quality and Assurance audits of administrative activities performed by all CSU MSA's. The incumbent participates in work groups to assist in the development and implementation of strategies for improved coordination between administrative staff and clinical staff. Performs other duties as assigned. Work Schedule: M-F, 7:30am-4:00pm Compressed/Flexible:N/A Telework: Not Available Virtual: This is not a virtual position. Functional Statement #10396F Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

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. 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: 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. 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: Supervisory Medical Support Assistant, GS-8 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. 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. References: VA Handbook 5005, Part 2, Appendix G45, Medical Support Assistant Qualification. The full performance level of this vacancy is GS-8. The actual grade at which an applicant may be selected for this vacancy is GS-8. Physical Requirements: Work is performed in an office setting in an area that is adequately lighted, heated and air conditioned. The normal risks and discomforts typical of an office and clerical work area are included. There are no unusual risks or safety hazards associated with this position. The incumbent works with a computer screen and keyboard. Some physical effort such as standing, walking, bending or prolonged sitting may be required. The incumbent may be exposed to walking to outlying areas. The work places no special physical demands on the employee.

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 Ralph H Johnson Department of Veterans Affairs Medical Center 109 Bee Street Charleston, SC 29401 US
• Name: Karlaton Benoit
• Phone: 404-927-3693
• Email: [email protected]