The Supervisory Medical Support Assistant serves as a direct line supervisor within the Care in the Community Service (CITC) at VA Illiana Health Care System. The Supervisory MSA serves as the direct line supervisor for the Medical Support Assistant(s), Lead Medical Support Assistant(s) and File Clerks and is a foundational role within CITC working as front-line staff to receive calls from Patient Aligned Care Teams (PACTs), Pharmacy, Social Work, HIMS, Veterans and community providers etc.

Duties

MAJOR DUTIES: Plans and directs programs at VAIHCS and has full supervisory responsibility for supervising at least one Lead MSA. Assign and evaluate the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new programs, equipment, and systems in order to make recommendations for improved operations; Identifying educational or training needs; making final decisions on selections; evaluating performance and taking disciplinary action when necessary. Full administrative and professional responsibility for planning and directing the Lead MSAs, MSAs and File Clerks activities. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. Works collaboratively in an interdisciplinary coordinated care delivery model for CITC, PACT and/or Specialty Clinics and performs customer service and other duties assigned for the proper and timely treatment of patients and assures records are scanned appropriately and timely. Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification. When assisting the MSA staff, he/she must use each interaction with the patient to validate and update patient demographic information over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Assures MSA staff explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. The incumbent(s) contributes to the revenue collection process by identifying patients with third party insurance. Promotes Veteran registration for and utilization of MyHealtheVet (MHV). Assures 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, ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to the File Clerk for scanning. Ensure the File Clerk scans records to appropriate chart timely and appropriately. Review scans done by the file clerk for accuracy, discussing and educating them on any errors found. 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. Train staff on the call center processes and scanning processes in an efficient and effective manner to ensure functions, goals and timelines are understood and met. Participate in the daily team huddles and weekly team meetings where patient care planning and management occur. This includes providing front-line workload coverage during periods of staffing difficulties. Incumbent(s) will rotate this to assure all MSA staff and File Clerks are in attendance and understand the process. 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: 7:30 am to 4:00 pm, or 8:00 am to 4:30 pm Telework: Not Authorized. Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required

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: English Language Proficiency - Must be proficient in basic written and spoken English Experience - Six months experience of clerical, office, customer service, or other 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. This education must have been obtained in an accredited business, secretarial or technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university OR Combination - Equivalent combinations of experience and education are qualifying for this position. (Transcripts Required) In addition to meeting the basic requirements stated above, the following qualifications criteria must be met in order to qualify at the GS-8 grade level for this Supervisory MSA position. GS-8 GRADE REQUIREMENTS: Specialized Experience: One (1) year of specialized experience equivalent to the GS-7 grade level, leading or supervising MSAs or equivalent administrative patient support staff in a medical inpatient, outpatient or interdisciplinary setting. Specialized experience must include the ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines; skill in communicating with individuals in order to obtain the desired effect, ensuring compliance with established policies and regulations; ability to provide staff development and training; ability to manage staffing requirements, manage priorities, and coordinate work in order to complete duties in an accurate and timely manner; ability to follow-up on pending issues and demonstrating an understanding of the impact of incomplete work; and the ability to review and monitor data to ensure all reports are complete and accurate; advanced knowledge of managing a clinic; advanced knowledge of policies and procedures associated with operational activities that affect patient flow, patient care, and the revenue process; and advanced knowledge of medical terminology. In addition, candidates, must demonstrate the following Knowledge, Skills, and Abilities: KSA 1: Ability to provide the full range of administrative and supervisory duties which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancement. KSA 2: Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with all healthcare professionals to ensure quality/continuity of care and ensure compliance with established policies and regulations. KSA 3: Ability to provide briefings, orientations, staff development, and training. KSA 4: Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. KSA 5: 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: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The work is mostly sedentary with walking, standing, bending and light lifting. The position is not suitable for telework Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. For more information on these qualification standards, please visit the United States Office of Personnel Management's website at https://www.opm.gov/policy-data-oversight/classification-qualifications/general-schedule-qualification-standards/.

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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Contacts

• Address Danville VA Medical Center 1900 East Main Street Danville, IL 61832 US
• Name: Brandon Schnathorst
• Phone: 515-868-5048
• Email: [email protected]