Supervisory Medical Support Assistant

Summary This position serves as a Supervisory Medical Support Assistant (PACT) supporting the Medical - VA Care Lines across VA Finger Lakes Healthcare System. This position will be stationed at the Rochester Outpatient Clinic and is under the supervision of the Scheduling Section Chief. 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 PolicyExperienceNoneEducationHigh school diploma - General Education Development equivalency certificate - or proficiency certificate from a State or territorial-level Board or Department of EducationLicensure/Certification/RegistrationNoneForeign EducationTo be creditable - education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentialsPhysical RequirementsSee VA Directive and Handbook 5019 - Employee Occupational Health Service for requirementsEnglish Language ProficiencyCandidates must be proficient in spoken and written English in accordance with 38 U.S.C.7403(f)Grade Determinations: In addition to the basic requirements for employment - candidates must meet the following grade-determining criteria for placement at grade levels specifiedSupervisory Medical Support Assistant (Advanced) - GS-08 ExperienceOne year of creditable experience equivalent to the next lower grade (GS-07)Qualifying experience includes but is not limited to: assigning and evaluating the work of subordinate MSA staffresolving complex problems to ensure patient services are metevaluating new products - equipment - and systems to make recommendations for improved clinic operationsidentifying educational or training needsmaking final decisions on hiring selectionsevaluating performance - and taking disciplinary action when necessaryKnowledge - Skills - and Abilities (KSAs)In addition to the experience above - the candidate must demonstrate the following KSAs: Advanced knowledge of managing or leading patient support staff in a clinicThis includes independently utilizing reference sources - decision making - and empowering the team to collaborate and resolve problems within a complex systems environmentAbility 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 advancementsAbility 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 regulationsAbility to provide briefings - orientations - staff development - and training in a patient support settingAbility to manage fiscal matters - forecast resource and equipment needs - and identify budget needsCreditable ExperienceTo be creditable - the experience must have required the use of 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 settingExperience satisfying this requirement may be paid or non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic settingPart-Time ExperiencePart-time experience is creditable according to its relationship to a full-time workweekFor example - an individual employed 20 hours per week - or on a half-time basis - would receive credit for 1 full-time workweek for each 2 weeks of service Quality of ExperienceQualifying 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 of the position being filledFor all assignments above the full performance level (FPL) - the higher-level duties must consist of significant scope - administrative independence - complexity - 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 timeAssignmentFor all supervisory assignments the Supervisory MSA must spend 25% or more of their time providing administrative and technical supervision and perform major duties above those at the FPL that consist of significant scope - complexity - difficulty - and varietySupervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinicsThey have full responsibility for supervising at least one subordinate MSA team leader - supervisor - or equivalent administrative patient support staff in a VA medical inpatient - outpatient - or interdisciplinary settingAssignments at this level include but are not limited to evaluating the work of subordinate staffresolving complex problems to ensure patient services are metevaluating new products - equipment - and systems to make recommendations for improved operationsidentifying educational or training needsmaking final decisions on hiring selectionsevaluating performance and taking disciplinary action when necessaryThe employee has administrative and professional responsibility for planning and directing the subordinate lead - supervisor - and MSA's activitiesResponsible for extracting and analyzing data to provide reports to senior management in support of tracking measuresPreferred Experience: Supervising/ Managing Administrative Staff Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/Physical Requirements: See VA Directive and Handbook 5019The full performance level of this vacancy is GS-8. Duties Major duties include but not limited to: The supervisory Medical Support Assistant is responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior managementThis position also coordinates with the specialty care - behavioral health - and ancillary support positions teams at the physical location they work at to review the clinic utilization by using various reports (e.g. - Clinic Utilization Statistical Summary) - ensure that the clinic setup is closely monitored to effectively support the needs of the clinic - and make any necessary adjustmentsThe incumbent develop/maintain effective and efficient communication with the patients - interdisciplinary team - VA Medical Centers - and other agencies relating to specialty care services. - communicate with non-VA Medical Facilities - facilitate/process secure messaging with the patient and specialty provider teams - develop and manage a tracking system for follow up care such as consults - tests - etcOther assignments at this level include - but are not limited toparticipating in specialty team huddles and team meetings to manage and plan patient care - setting priorities and deadlines - adjusting the flow and sequencing of the work to meet team and patient needs - may work with the team to reinforce the plan of care and self-help solutions and entering appropriate information into the electronic record - managing unable to schedule list to verify and validate accuracy and resolve issues - participating and providing input in problem solving on operational issue or procedures within the specialty care offered throughout the VA Finger Lakes Healthcare SystemThe position is responsible for training directs reports on scheduling guidelines - directives - and processesThe incumbent will serve as the point of contact for specialty care MSA staff on all questions related to proper scheduling processes and will conduct scheduling competencies and audits requiredThe incumbent serves as the primary point of contact for consult processing working closely with the staff they supervise to ensure proper consult policy is followed regarding national timeline standards for contacting and acting upon consultsThis position reports up through management in Health Administration Services as well as preparing weekly consult reports to be provided to the clinical operations office and then provided to the VISNThis position reports directly to Health Administration Services who is a direct report to the Associate Medical Center DirectorEmployees have full supervisory responsibility for supervising at least one subordinate team leader and a minimum of 9 to a maximum of 20 Medical Support AssistantsWork assignments come from the Scheduling Section Chief with a dotted line to work directly with clinical staff in scheduling related issuesThe incumbent plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements - reports and special assignments and only refers to the non-routine and high technical problems to his/her supervisorThe incumbent is responsible for reporting backlogs - difficulties in meeting deadlines - uncooperative physicians - or difficulty in securing information from clinicians or the recordIs also responsible for maintaining the confidentiality of information obtained to carry out required dutiesRoutinely communicates with physicians - case managers - and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive informationPerforms other duties assignedWork Schedule: Monday - Friday - 7:30am - 4pm Telework: Not Available Virtual: This is not a virtual positionFunctional Statement #: 21M04-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized