This position is located at the Hershel" Woody" Williams VA Medical Center (HWWVAMC) Huntington, West Virginia, under Health Administration Services (HAS). The incumbent continuously embraces and supports the mission, vision, and values of the VA Health Care System. The Supervisory Medical Support Assistant reports to the Chief of Clinic Support (CSS) which is under the HAS umbrella, or the Assistant Chief of HAS or designee.

Duties

Incumbent assures that front line staff set the tone for the perception of excellent quality of healthcare services within the VA. A high degree of tact and diplomacy is required when dealing with Veterans who have multiple health problems and who may be frustrated with the administrative process associated with their diagnosis and/or treatment. A caring, compassionate, and sensitive manner is essential when explaining procedures to Veterans and their family members both in person and via phone. All staff is expected to promote Veteran registration for and utilization of MyHealtheVet (MHV). S/he is responsible for coordinating the daily coverage of subordinate staff in all areas within Health Administration Services (HAS) and the Community Based Outpatient Clinics (CBOC's). This may involve shifting staff from one clinic location to another to ensure adequate operations and/or the Supervisory MSA temporarily assisting in MSA roles. Assigns and evaluates the daily workload of subordinate staff. S/he actively monitors staff to ensure they answer/screen phone calls in a courteous and timely manner, determine the nature of requests, and provide the information desired while adhering to all privacy regulations and established clinic processes. S/he assures Veterans are seen timely and that appointment schedules are maintained appropriately by MSA staff for outpatient clinics. Monitors performance of MSA's to ensure they collect third party insurance information from Veterans upon every visit, scan, and update health insurance information in support of potential third party revenue. MSA's must also validate and update patient demographic information upon every visit; adhering to VHA Directive 1907.09, Identity Authentication for Health Care. Supervisory MSA must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities, which includes but is not limited to: a. Schedule appointments and utilize the Electronic Waiting List (EWL) accurately, timely and transparently. All appointments will be made with the Veterans input; whether in person or via phone. This may require a high degree of coordination to avoid Veterans having to make multiple trips to the facility for different appointments. b. Notify his/her Supervisor when clinic access is less than desirable or if a Veteran cannot be scheduled within VA mandated timeframes. c. Daily review of active/pending consults, Electronic Wait List, Recall list, Return to Clinic Order List, VEText Cancellations and Audio care communications for accuracy and disposition. S/he may be asked to facilitate and/or participate in team huddles and/or team meetings where patient care planning and management occurs. The Supervisory MSA will encourage MSA staff (on a rotational basis) to attend such huddles/team meetings to assure all staff have the opportunity to participate in and understand the patient care planning process. S/he is expected to independently manage position responsibilities with minimal supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet Veteran and team needs. Evaluate work flow processes and systems to identify gaps and negative trends, and recommend improvements for such. The Supervisory MSA identifies, develops, prepares, and presents ongoing education and training to units within such as: call center operations, enrollment, telephone operators, compensation and pension, ward clerk, and clinic registration clerks. S/he may also provide training regarding administrative processes to clinical staff if indicated. S/he must manage budgetary processes on an ongoing basis; including (but not limited to) oversight of funds control points and overtime budgets. The supervisory MSA must immediately notify the Assistant Chief/Chief of HAS if budgetary shortfalls are anticipated or if they occur. Budgetary oversight is critical to maintain costs within annual budgetary guidelines as mandated by the facility Chief Financial Officer. The Supervisory MSA approves time cards as assigned by the Chief of HAS, approves/denies sick and annual leave and plans for staff coverage accordingly; ensuring appropriate staffing levels at all times. Participates in the process of recruitment, interviewing and selecting candidates as requested by the Chief of HAS. Continuously monitors/evaluates performance and takes appropriate disciplinary action when necessary. Maintains documentation of disciplinary action(s) and files such actions appropriately. Prepares and presents briefings as assigned by their supervisor and/or Chief of HAS. Work Schedule: variable shifts based on needs of the service Telework: ADHOC - May be available Virtual: This is not a virtual position. Functional Statement #581-22049-F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

Requirements

Qualifications

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. 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. Experience and Education: 1) 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, 2) 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. Certification. None required. Physical Requirements. Must have the mental, emotional and physical ability to satisfactorily perform the duties of the proposed assignment and pass the requisite laboratory and other screening as required by Federal regulatory agencies and meet the physical demands as described below. English Language Proficiency. Must be proficient in spoken and written English 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: GS-8: Supervisory Medical Support Assistant Experience. One year of experience equivalent to the GS-7 grade level. Examples of assignments and knowledge, skills and abilities at the GS-07 grade level include but are not limited to: 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. Assists the unit 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. Required GS-8 KSA'S: 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. Reference: VA Handbook 5005/117, Part II, Appendix G45, Dated 8/1/2019. For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is a GS-08. The actual grade at which an applicant may be selected for this vacancy is a GS-08. Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of items such as training manuals. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

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 Huntington VA Medical Center 1540 Spring Valley Drive Huntington, WV 25704 US
• Name: Jennifer Donnellan
• Phone: 304-623-3461 X3097
• Email: [email protected]