Serves as the supervisor for the outpatient clinic within Scheduling Operations Service at the Phoenix VA Health Care System Responsible for coordinating the section's administrative support activities such as records management, scheduling accuracy, and data analysis. Ensures appropriate scheduling practices are followed, adequate staffing is available, resources are used efficiently, and the MSA's are providing courteous and timely support to both the internal and external customer base.

Duties

Major duties include, but are not limited to : Supervisory MSA provides technical and administrative supervision to a unit of Lead MSAs and Advanced MSAs. Responsible for setting team goals and technically directing the work of subordinates and ensuring that agencies policies and procedures are followed. The Supervisory MSA interviews candidates for positions in the unit; recommends appointments, promotions, and reassignments to unit positions; identifies and provides resources for training needs; and finds ways to improve production or increase the quality and efficiency of work within the area of authority Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. Supervisor MSA is responsible monitoring data repositories and ensures completion of a timely review of various reports such as, but not limited to, active/pending consults, Electronic Wait List, Recall list, greater than 90, and Return to Clinic orders for accuracy and disposition. The Supervisor MSA is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative and all interdisciplinary clinics that support the initiative to include Compensation and Pension (C&P), Specialty, and Call Center. Ensure that MSAs are fully trained in CPRS documentation and orients medical staff to basic administrative policies and procedures dealing with outpatient scheduling and other administrative topics Work Schedule: To Be Determined During the Interview Process Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

Requirements

Qualifications

Resume Requirement: Your resume must be detailed include the following information: Job title, description of duties, beginning and ending date (month/year) of employment; and average hours worked per week. 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 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. Certification. None required. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or [changed to a lower grade] within the occupation. 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-08 Supervisory Medical Support Assistant 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. NOTE: This experience must be well documented in your resume or application package. Please make sure that your experience is evident in your resume, and hours worked per week for each work experience entry is included, or your resume will be considered incomplete, and you will be considered "ineligible" for the position. 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. 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 G-45 Physical Requirements: The work is principally sedentary. There is some walking, bending, standing, and carrying of light items, such as papers, and files, which are customary physical demands of the position. There is light physical activity including pushing, pulling, reaching, stooping, and climbing stairs.

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 Carl T Hayden Veterans' Administration Medical Center 650 East Indian School Road Phoenix, AZ 85012 US
• Name: Ann Schilli
• Phone: 612-685-4347
• Email: [email protected]