This position is located within the Medical Administration Service (MAS) at the North Florida/South Georgia Health Care System. The duty station for this position is Palatka Outpatient Clinic. The Supervisory Medical Support Assistant (Supervisory MSA) has full administrative and professional responsibility for the planning and directing of the MSA daily activities.

Duties

The Supervisory MSA works collaboratively in an interdisciplinary coordinated care delivery model VA Careers - Pharmacy: https://youtube.com/embed/Fn_ickNBEws VA Careers - Physical Therapy: https://youtube.com/embed/Gi2hoFqIoqY VA Careers - Prosthetics: https://youtube.com/embed/3NUvF5jjErQ VA Careers - Social Work: https://youtube.com/embed/enRhz_ua_UU Coordinates, directs and ensures quality management of the patient care administrative activities. Accountable for daily oversight of all activities and direct supervision of the AMSA staff in OSS ensuring compliance with all requirements, quality control program management reporting and special projects. Responsible for time and leave administration, incentive awards programs, motivation and morale, administrative disciplinary actions, recruitment and placement, position management and classification, preparing position descriptions, overseeing semi-annual and annual evaluations, counseling employees whose performance is marginal or unsatisfactory and implementing continuing education activities. Evaluates and writes performance appraisals and provides feedback to employees concerning their performance. Coordinates the collection and reporting of patient data from areas under incumbent's responsibility/authority. Participates in performance improvement and strategic planning activities through data collection and report preparation as requested by Supervisor. Responsible for developing, maintaining and monitoring standards for appropriate responses to patient requests for assistance. Responsible for handling patient complaints and patient advocacy issues for areas of purview. Investigates situations that require special action such as congressional inquiries or formal complaints and drafts an appropriate response. Reviews work in progress or upon completion and spot checks work as deemed necessary to assess the quality and quantity of work produced by each employee. Informs employees about the policies, procedures and practices of management as they relate to the duties in the work area. Informs higher level supervisors of anticipated vacancies, increased workload or, other circumstances to obtain replacements, temporary help, or additional staff. Provides direct on-the-job training for employees, broadens employee training, and provides back­up skills by cross training. Work Schedule: Monday - Thursday 7:00 a.m. - 5:30 p.m. Virtual: This is not a virtual position. Functional Statement #: 51010F

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. English Language Proficiency: Advance Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. 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). Preferred Experience: At least 1-year experience as a Lead or Supervisor. At least 3- years scheduling experience. Possesses interpersonal skills to motivate and provide direction to diverse staff. Ability to provide customer service and solve complex administrative problems in a health care setting. Must be capable of functioning independently and making complex decisions. Ability to use computer applications such as Microsoft Outlook, Power Point, Word, and Excel. Grade Determinations: One year of experience at or equivalent to the next lower grade level of GS-7.*Please Note: Education cannot be used to substitute for grade levels above the full performance level.GS-8 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. Applicants must also demonstrate these Knowledge, Skills and Abilities (KSAs): 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, Appendix G45 Medical Support Assistant Qualification Standard. August 1, 2019.The full performance level of this vacancy is GS-08. Physical Requirements: The work is sedentary. Some work may require walking in offices, hospitals, warehouses and similar areas for meetings and to conduct work. Work may also require walking and standing in conjunction with travel to and attendance at meetings and conferences away from the worksite. Incumbent may carry light items.

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 Malcom Randall Department of Veterans Affairs Medical Center 1601 Southwest Archer Road Gainesville, FL 32608 US
• Name: Yolanda Hawkins
• Phone: (352) 548-7135
• Email: [email protected]