Supervisory Medical Support Assistant

Summary

This position serves as a Supervisory Medical Support Assistant for the Office of Community Care in Glendale, Colorado. The Supervisory Medical Support Assistant (SMSA) monitors and makes work assignments, evaluates performance, resolves daily workplace issues and maintains efficient workflow.

Duties

Duties for the Supervisory Medical Support Assistant include but are not limited to: The incumbent conducts daily reviews of active, pending, and scheduled Community Care consults in CPRS and third-party portals for accuracy and disposition. Effective communication is maintained with patients, interdisciplinary team members, and outside providers, including processing secure messages with patients and VA staff as necessary. The Supervisory MSA explains procedures to patients and their family members by phone and participates in huddles and meetings with interdisciplinary members to manage and plan patient care and flow, entering appropriate information into the patient record throughout this process. Administrative follow-up and problem solving for administrative issues are key responsibilities of this position. The Supervisory MSA plays an integral role in identifying and developing ways to resolve problems with administrative and clinical staff on matters of access, customer service, patient flow, revenue, and data validation. The incumbent informs physicians about patients and appointments at other facilities and educates providers about shared patients who receive care at multiple VA facilities or in the community. The Supervisory MSA generates patient workload reports related to scheduling and scheduling validation, monitoring activity to assure consistent and accurate reporting. The incumbent conducts patient and employee interviews, observes workflow, guides patients through the hospital system, inputs referrals, documents complaints, provides follow-up, and suggests resolutions to the supervisor. This requires the ability to interpret and apply a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. The incumbent interprets and communicates the requirements of VHA Scheduling Directives and completes accurate scheduling responsibilities, scheduling appointments and utilizing the Electronic Waiting List accurately and in a timely manner. Appointments are made with the patient's input by phone and may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible. The Supervisory MSA maintains the ability to perform the varied and complex duties of Medical Support Assistants throughout the Office of Community Care. Work Schedule: Monday through Friday 8:00am - 4:30pm. 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: as determined by the agency policy and supervisor's discretion. Remote: This is NOT a remote position. Virtual: This is NOT a virtual position. Functional Statement #: 57447A Permanent Change of Station (PCS): Not Authorized.

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: None Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). 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). Grandfathering Provision: Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply: 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. Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation. NOTE: This provision is not intended to regularize appointments/placements Grade Determinations: In addition to the Basic Requirements listed above, the following education and experience criteria must be met when determining the grade of the candidates: Experience: One year of experience equivalent to the GS-7 level. (Creating daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; determining training needs of MSAs to provide support across interdisciplinary settings; assisting with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources; ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA level staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.) AND In addition to the experience or education above, the candidate must demonstrate the following Knowledge, Skills, and Abilities (KSAs): 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. Ability to provide the full range of administrative and supervisory duties to at least one subordinate MSA supervisor or team leader in 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 wi