The Supervisory Medical Support Assistant, assigned to an Outpatient Specialty Clinic(s) or Mental Health Clinic(s), for the Health Administration Service (HAS) at the W.G. Hefner VA Medical Center, Salisbury, NC, the incumbent(s) provides a high level of administrative and data support to the HAS. The Supervisory Medical Support Assistant (MSA) is a foundational role within the Outpatient Specialty Clinics and Mental Health Clinics, at Salisbury VAMC.

Duties

This position includes but not limited to: The GS-8 Supervisory MSA incumbent is responsible to their supervisor for ensuring that the work assignments of the section are carried out by performing a range of duties/functions and also must be considered an expert in the functions of GS-6 MSA and a GS-7 Lead MSA. Incumbent must have a thorough knowledge regarding enrollment, eligibility and beneficiary travel. Incumbent must have the ability adapt to varying situations that are present in an Outpatient Clinic setting as well as be willing to learn new technologies, procedures, and policies. Incumbent must have the ability to effectively and consistently communicate with all internal and external customers in a respectful and courteous manner. The incumbent must demonstrate technical competency and expertise in the use of the Vista scheduling enhancement (VSE), Vista, CPRS and My HealtheVet/Secure Messaging systems. The incumbent must be an expert in basic administrative policies and procedures dealing with outpatient scheduling or other administrative topics; incumbent must be able to relay this information/knowledge to medical staff within the outpatient clinic setting. The incumbent must have a solid knowledge of multiple systems and current computer technology regarding the Computerized Patient Record System (CPRS), Automated Call Display (ACD), GNAV Pro (call tracking software), Consult Tracking Manager (CTM), numerous VISTA applications, My HealtheVet, Secure Messaging, and numerous Microsoft Office applications. The incumbent must have thorough knowledge of the Outpatient Scheduling processes defined in the VHA Directive 1230 Outpatient Scheduling Management and all scheduling policies and procedures derived from policies/procedures at the Salisbury VAMC. The incumbent must have knowledge on all internal standard operating procedures for the various outpatient clinics at the Salisbury VA Medical Center. Incumbent must ensure all deadlines are met based on the stated deadline. Incumbent must communicate to their supervisor applicable and valid reasons deadlines will not be met. Incumbent will provide supervisory coverage for other areas within the Outpatient Administrative Support Section as necessary due to unplanned leave or planned leave by their peer supervisors. The Supervisory MSA must assist the services/clinics accomplish action plans and ensure follow-up for access plans is completed in a timely manner. Incumbent must ensure MSA coverage is provided during all working hours for the Outpatient Clinics assigned and will provide coverage to the clinics if absolutely no other coverage is available. Incumbent must support patient safety standards using the correct Veterans Affairs identification of all patients using two forms of identification, full name, full date of birth (DOB), or full Social Security Number. The patient may also present the Veterans Identification Card (VIC) for identification. Incumbent must receive and screen 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. Incumbent must ensure that clinic voicemails are continually checked and return phone calls to received voicemails are accomplished in a timely manner. The incumbent must recognize, assist and report emergent and non-emergent situations. Incumbent must use a variety of communication skills to establish helpful relationships with patients, Veterans and staff. Work Schedule: Monday - Friday 8am - 4:30pm Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

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. Education/Experience: One year of education above high school OR Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position OR Equivalent combination of experience and education to qualify 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: (a) 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. (b) Assignment. 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. 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. (c) 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 5005/117, Part II, Appendix G45. Medical Support Assistant Qualification Standard GS-0679, August 1, 2019. The full performance level of this vacancy is GS-8. Physical Requirements: The work is primarily sedentary, although some light physical effort may be required.

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 WG Bill Hefner Salisbury VA Medical Center 1601 Brenner Avenue Salisbury, NC 28144 US
• Name: Monica Busanet
• Email: [email protected]