Supervisory Medical Support Assistant (Supervisory MSA) - Call Center. The incumbent collaborates with various Service Chiefs, Service Administrative Officers (AO) and Supervisors across the health care system and interfaces with VA and Community providers, hospitals, diagnostic and treating facilities, and community-based programs. The incumbent will act in the capacity of liaison/expeditor between patients and clinical staff as well as specialty staff and ancillary services.

Duties

Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf Major duties included but not limited to: The Supervisory MSA - Call Center- plans, directs and controls the full range of administrative functions and clerical support functions in the Office of Community Care. Provides administrative and clerical assistance specifically to staff covering the Automated Call Distribution (ACD) Line; guidance and support to the professional staff and manages the day-to-day activities of the Community Care department, ensuring policies and procedures are followed as they relate to community care. Interviews and selects new administrative employees subject to the approval of the AO, Patient Administration Service. Tracks the progress of new employees, evaluates the performance of all assigned Advance Medical Support Assistant (AMSA) and Medical Support Assistant (MSA), counsels when necessary and submits justifications for incentive awards or personnel actions. The Supervisory MSA- Call Center performs duties independently within the frameworks of established policies and regulatory directives. Additionally, the Supervisory MSA- Call Center takes part in strategic planning meetings to assure departmental projected budgets are met. Initiates personnel actions, maintains personnel related records, establishes performance standards and competencies, completes performance ratings, writes position descriptions and functional statements, and handles all matters related to counseling, disciplinary action, grievances, etc. Approves and certifies timecards and manages overtime and tours of duty Assigns and evaluates work to subordinate staff (consults, notifications, authorizations, uploads, etc.) Evaluates and manages customer service and the telephone, secure messaging, and other communication systems within the Office of Community Care Resolves workplace issues and maintains efficient workflow Oversees staff orientation and on-the-job training and development of SOPs Performs all HR/personnel actions for their subordinate positions Serves as a knowledge reference for ACD and GNAV utilization. Identifies and participates in performance improvement/systems redesign projects Serves as a representative to Veterans and the public on matters related to the CTVHCS Office of Community Care The Supervisory MSA- Call Center will assign and evaluate the work of subordinate staff; resolve complex issues to ensure patient services are met; identify educational or training needs of subordinate staff and full supervisory responsibility for supervising multiple Advance MSA and MSA. Initiates all requests for personnel action, performance appraisals, certification of time, interviews applicants and makes recommendations to the AO, PAS for the selection. Notifies and advises the AO, PAS of all administrative issues and concerns within the Office of Community Care. Prepares reports and participates in the annual business planning process to determine resources, tools, and equipment necessary to function efficiently and effectively. Work Schedule: Monday through Friday, 8:00 am - 4:30 pm or 7:30 am - 4:00 pm Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Considered following local policy Virtual: This is not a virtual position Functional Statement #: 50534 Permanent Change of Station (PCS): Not Authorized

Requirements

Qualifications

Basic Requirements: a. Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). b. 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. c. Certification. None required. d. 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. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. e. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. f. Physical Requirements. See VA Directive and Handbook 5019. g. 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. 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: Supervisory Medical Support Assistant, GS-7 a) Experience. One 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. (b) Assignment. Supervisory MSAs plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate MSA staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved clinic operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. 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. (c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. 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. iii. Ability to provide briefings, orientations, staff development, and training related to administrative functions in a patient support setting. iv. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. Preferred Experience: One year of specialized experience which includes: supervisory duties primarily customer service focused, frequent communication with staff, patients, visitors and stake holders in a health care related environment addressing concerns, suggestions, questions, or issues across healthcare systems; assign workload, ensure call quality reflects ICARE values, receive inquires and direct visitors to the proper personal or departments. Telework considered following local policy. Supervisory Medical Support Assistant - Call Center Responsible full administrative and professional responsibility for planning and directing the MSA's activities. Assigning and evaluating the work of subordinate staff. Administratively responsible for the day-to-day operations, evaluating performance and taking disciplinary action when necessary. Resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendations for improved operations. Considered Subject Matter Expert for Call Center or Team operations, developing standard works, updating Standard Operating Procedures and ensure consistent compliance with Directives. Responsible for providing current information regarding various regulation and new software for Call Center operations, and advise/recommend changes to maximize efficiency, and provide better customer service. Assists in computer training of new employees and resolves day-to-day conflicts/problems or requests by team member. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to management. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-7. Physical Requirements: The work is performed in the Patient Administration Service (PAS). There is a combination of potentially extended periods of sitting, standing, bending, lifting, stooping, stretching, pulling, and similar activities, pen-based computing devises, medical records, and manuals required. Incumbent must be able to travel to treatment areas with ease. However, in general, the work does not require special physical demands.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: If your school has changed names, or is no longer in existence, you must provide this information in your application.

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 VA Central Texas Health Care System 1901 Veterans Memorial Drive Temple, TX 76504 US
• Name: VISN 17 SSU USAS Group
• Email: [email protected]