Supervisory Medical Support Assistant

Summary

The incumbent serves as a Supervisory Medical Support Assistant within Clinic Operations & Access Management Service (CAMS) at the Lieutenant Colonel Charles S. Kettles VA Medical Center in Ann Arbor, MI.

Duties

The Supervisory Medical Support Assistant will perform administrative support duties that may be performed in a Clinic-Based Outpatient Clinic (CBOC), Inpatient, or Outpatient Clinic. The Supervisory MSA at this level plans and directs programs at a medical center and/or satellite outpatient clinic and is delegated full supervisory responsibility. The Supervisory MSA has full responsibility for supervising subordinate staff; resolving complex problems to ensure patient services are met; making final decisions on hiring selection; time and leave; managing clinic closures (blocking/cancellations); evaluating performance and taking disciplinary action when necessary. Works collaboratively with facility programs, services, and interprofessional coordinated care team members to facilitate access to care through focused efforts on meeting the needs of Veterans via various available contact modalities, to include but not limited to telephone calls, secure messaging, chat, text messaging, and videoconferencing. Demonstrates Courtesy and Professionalism: As frontline contact with patients and staff, the Supervisory MSA sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. Meets, Communicates, and Interacts. Demonstrates ability to meet, communicate, and interact withindividuals from varying backgrounds and with other health care team members in order to complete job assignments. Operates Computerized Programs. Demonstrates ability to use various types of office automation equipment and software, to include ability to set up, organize, and maintain record systems. Utilizes such programs and databases to make appointments in a clinical setting. Maintains patient confidentiality with information, per HIPAA requirements. Employee Education. Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor. Work Schedule: Monday-Friday; 7:00 am-3:30 pm Compressed/Flexible: Not authorized Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 91467-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): 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 Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a). Experience: No experience required. Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. (Transcripts Required) Licensure/Certification/Registration: None Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this 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 Requirements: Creditable Experience Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as a MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, a MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time work week of credit for each two-weeks of service. Grade Determinations: Supervisory Medical Support Assistant, GS-8 (a) Experience. One year of experience leading up to the next lower grade (b) Assignment. The Supervisory MSA has full responsibility for supervising subordinate Advanced Medical Support Assistant within the service. Assignments at this level include but are not limited to evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment and systems to make recommendations for improved operations; identifying educational or training needs; making final decisions on hiring selections; time and leave; managing clinic closures (blocking/cancellations); evaluating performance and taking disciplinary action when necessary. Works collaboratively with facility programs, services, and interprofessional coordinated care team members to facilitate access to care through focused efforts on meeting the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and videoconferencing. (c) Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate all of the following KSAs: (a) 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. (b) 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. (c) 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. (d) Ability to provide briefings, orientations, staff development, and training in a patient support setting. (e) Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. 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-8. Note: You must provide det