Assignments at this level include but are not limited to: assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendations for improved operations; identifying educational or training needs; making recommendations on hiring selections; evaluating performance, and taking disciplinary action when necessary.

Duties

Supervises customer service and other MSA duties assigned for the proper and timely treatment of patients, timely and accurate completion of reports and associated administrative tasks and assure appointment schedules are maintained by MSA staff for one or more clinics. Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. Assures MSA staff explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. Assures positive front-line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA. When records are received, the incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by ensuring that MSA staff comply with facility scanning policies. Incumbent must screen/receive 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. Supervisory MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Work Schedule: Monday - Friday; 8:00 am - 4:30 pm Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Vacancies: 3 ****All required documentation must be uploaded before the announcement closes, to support eligibility.**** Failure to submit documentation will constitute the application being categorized as incomplete and therefore ineligible for referral. Experience must be clearly indicated in your resume.

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. Physical Requirements: See VA Directive and Handbook 5019 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: 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 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: Applicants must have, 1-year of experience equivalent to the GS-6 grade level (leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient or interdisciplinary setting): Candidates must also demonstrate (all of ) the KSAs below: 1. Ability to provide the full range of administrative and supervisory duties [in a patient support setting,] which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements]. 2. 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. 3. Ability to provide briefings, orientations, staff development, and [training related to administrative functions in a patient support setting]. 4. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. VA Handbook 5005/117, Part II, Appendix G45 The full performance level of this vacancy is GS-7. Physical Requirements: Duties require extensive periods of standing and walking. Working with patients requires regular and recurring bending, lifting, stooping, stretching and similar activities. ****All required documentation must be uploaded before the announcement closes, to support eligibility.**** Failure to submit documentation will constitute the application being categorized as incomplete and therefore ineligible for referral. Experience must be clearly indicated in your resume.

Education

IMPORTANT: A legible 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 Corporal Michael J Crescenz Department of Veterans Affairs Medical Center 3900 Woodland Avenue Philadelphia, PA 19104 US
• Name: Katrina Paul-Shaahid
• Phone: (412) 822-3584
• Email: [email protected]