The incumbent serves as a Supervisory Medical Support Assistant with Care in the Community (CITC) Service located at the Sepulveda Ambulatory Care Center, 16111 Plummer St, North Hills, CA 91343, in Los Angeles, CA.

Duties

Duties include but not limited to: Plan and direct programs within Community Care and have full supervisory responsibility for supervising at least one subordinate MSA team leader or supervisor. Resolve complex problems to ensure patient services are met. Evaluate new products, equipment and systems to make recommendations for improved operations. Identify educational or training needs and make final decisions on selections. Evaluate performance and take disciplinary action when necessary. Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA. Ensure that all necessary health, administrative information are integrated into the Computerized Patient Record System. Screen, receive phone calls in a courteous and timely manner, determine the nature of request an provide the information desired using privacy rules and established clinic processes. Demonstrates advanced knowledge of medical terminology due to technical nature of language utilized by clinicians to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility. Train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. Demonstrate ability to collaborate, communicate, set priorities and organize work to meet deadlines and to ensure compliance with established processes, policies and regulations. Utilize computerized programs and databases to enter, modify and retrieve sensitive information and various data into or from electronic medical records, scheduling systems and reporting formats. Maintains patient confidentiality with written and verbal information per HIPAA requirements. Work independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required. Work Schedule: Monday - Friday 08:00am - 1630pm Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized

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. English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Policy. Experience and Education: 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: In addition to the basic requirements above, all applicants must also meet the following grade requirement for a Supervisory Medical Support Assistant, GS-0679-8. They must have one (1) year of experience equivalent to the GS-7 grade level and also be able to demonstrate the KSAs listed below: i. 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. 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 in a patient support setting. iv. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. v. 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 G45 Dated August 1, 2019; Medical Support Assistant Qualification Standard GS-0679. https://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf The full performance level of this vacancy is GS-8. Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability.

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 Greater Los Angeles Healthcare System 11301 Wilshire Boulevard Los Angeles, CA 90073 US
• Name: Bennie Dennis
• Phone: 720-723-6740
• Email: [email protected]