Supervisory Medical Support Assistant

These positions are located within the Department of Veteran Affairs (VA) - Mid-Atlantic Health Care Network (VISN 6) - at the Fayetteville VA Medical Center in the Health Administration Service.

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
  • Licensure/Certification/Registration: None
  • 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).
• Supervisory Medical Support Assistant - GS-08 Grade Determinations
  • Experience: One year of creditable experience equivalent to the next lower grade.
  • Knowledge, Skills, and Abilities (KSAs):
    • Advanced knowledge of managing or leading patient support staff in a clinic, including 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 a 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 with internal and external customers to ensure quality/continuity of care and ensure compliance with established policies and regulations
    • Ability to provide briefings, orientations, staff development, and training in a patient support setting
    • Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs
• Preferred Experience: Supervisory experience

Reference: For more information on this qualification standard, please visit VA Qualification Standards.

Responsibilities

• Plans and directs programs at medical centers and/or satellite outpatient clinics and has full supervisory responsibility for supervising at least one subordinate team leader.
• Assignments at this level include, but are not limited to:
  • Assigning and evaluating the work of subordinate staff
  • Resolving complex problems to ensure patient services are met
  • Evaluating new products, equipment, and systems in order to make recommendations for improved operations
  • Identifying educational or training needs
  • Making final decisions on personnel vacancy selections
  • Evaluating employee performance and conduct, and taking progressive disciplinary action when necessary
• Has full administrative and professional responsibility for planning and directing daily MSAs' scheduling 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 (e.g., HAS, RCI, HBPC, CITC, PACT, Specialty Medicine, Behavioral Health, C&P, UCC/ED, Surgery/OR, and Clinical Contact Call Center).
• Performs all related duties associated with customer service and other duties assigned for the proper and timely treatment of patients and to assure appointment schedules are maintained by MSA staff for one or more outpatient clinics.
• Provides direct administrative and technical support to the Section Chiefs and supports the management information components of all health eligibility-related programs, including entering data, reviewing reports, records, and statistical computations for accuracy and propriety.
• Responsible for ensuring that the work assignments of the section are carried out by performing a range of duties and functions related to appointment scheduling and consult management.
• Must be able to lead a diverse group of employees and is considered an expert in the functions and capabilities of a GS-7 Lead MSA.
• Expected to communicate professionally and effectively with all levels of staff within the Medical Center.
• Expected to exhibit the VA Core Values of ICARE (Integrity, Commitment, Advocacy, Respect, Excellence) when interacting with clinical and administrative staff, leadership, Veterans, family members, etc., at all times.
• Must demonstrate technical competency and expertise in the use of computer systems and software relevant to the business needs such as multiple platforms of Vista, CPRS, and MyHealtheVet/Secure Messaging systems.
• Oversees all outpatient administrative functions and must have thorough knowledge of policies and directives governing appointment access, outpatient scheduling, and clinic management.
• Must be knowledgeable of VA medical care, priorities for care, release of information (ROI), Health Information Portability and Accountability Act (HIPAA), and Non-VA/Community Care programs.
• Will be a leave-approving official for the employees within their designated supervisory section.

Physical Requirements

Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items.

Benefits

• Work Schedule: Monday-Friday, 8:00 AM - 4:30 PM
• Paid Time Off: 37-50 days of annual paid time off 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: Ad-hoc at Supervisor's discretion.

This is not a virtual position.