SUPERVISORY MEDICAL SUPPORT ASSISTANT
Summary This position is located at the Hershel Woody Williams VA Medical Center (HWWVAMC), Huntington, West Virginia, under Health Administration Services (HAS)The incumbent continuously embraces and supports the mission, vision, and values of the VA Health Care SystemThe Supervisory Medical Support Assistant reports to the Chief of Clinic Support (CSS) which is under the HAS umbrella, or the Assistant Chief of HAS or designeeResponsibilities Incumbent assures that front line staff set the tone for the perception of excellent quality of healthcare services within the VAA 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 their diagnosis and/or treatmentA caring, compassionate, and sensitive manner is essential when explaining procedures to Veterans and their family members both in person and via phoneAll staff is expected to promote Veteran registration for and utilization of MyHealtheVet (MHV)S/he is responsible for coordinating the daily coverage of subordinate staff in all areas within Health Administration Services (HAS) and the Community Based Outpatient Clinics (CBOC's)This may involve shifting staff from one clinic location to another (adhering to the AFGE Master Agreement of 25% of less of an employee's work week) to ensure adequate operations and/or the Supervisory MSA temporarily assisting in MSA rolesAssigns and evaluates the daily workload of subordinate staffS/he actively monitors staff to ensure they answer/screen phone calls in a courteous and timely manner, determine the nature of requests, and provide the information desired while adhering to all privacy regulations and established clinic processesS/he assures Veterans are seen timely and that appointment schedules are maintained appropriately by MSA staff for outpatient clinicsMonitors performance of MSA's to ensure they collect third party insurance information from Veterans upon every visit, scan, and update health insurance information in support of potential third party revenueMSA's must also validate and update patient demographic information upon every visit; adhering to VHA Directive 2012-036, Identity Authentication for Health CareSupervisory MSA must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities, which includes but is not limited to:
aSchedule appointments and utilize the Electronic Waiting List (EWL) accurately, timely and transparentlyAll appointments will be made with the Veterans input; whether in person or via phoneThis may require a high degree of coordination to avoid Veterans having to make multiple trips to the facility for different appointmentsbNotify his/her Supervisor when clinic access is less than desirable or if a Veteran cannot be scheduled within VA mandated timeframescDaily review of active/pending consults, Electronic Wait List, Recall list, Return to Clinic Order List, VEText Cancellations and Audio care communications for accuracy and dispositionThe Supervisory MSA will encourage MSA staff (on a rotational basis) to attend such huddles/team meetings to assure all staff have the opportunity to participate in and understand the patient care planning processS/he is expected to independently manage position responsibilities with minimal supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet Veteran and team needsThe Supervisory MSA identifies, develops, prepares, and presents ongoing education and training to units within such as:
call center operations, enrollment, telephone operators, compensation and pension, ward clerk, and clinic registration clerksS/he may also provide training regarding administrative processes to clinical staff if indicatedS/he must manage budgetary processes on an ongoing basis; including (but not limited to) oversight of funds control points and overtime budgetsThe supervisory MSA must immediately notify the Assistant Chief/Chief of HAS if budgetary shortfalls are anticipated or if they occurBudgetary oversight is critical to maintain costs within annual budgetary guidelines as mandated by the facility Chief Financial OfficerThe Supervisory MSA approves time cards as assigned by the Chief of HAS, approves/denies sick and annual leave and plans for staff coverage accordingly; ensuring appropriate staffing levels at all timesParticipates in the process of recruitment, interviewing and selecting candidates as requested by the Chief of HASContinuously monitors/evaluates performance and takes appropriate disciplinary action when necessaryElevates disciplinary action(s) to the Assistant Chief/Chief of HAS as necessaryMaintains documentation of disciplinary action(s) and files such actions appropriatelySupervisory MSA's should demonstrate a proactive approach with assisting subordinate staff in developing their knowledge base and career potentialPrepares and presents briefings as assigned by their supervisor and/or Chief of HASWork Schedule:
Monday - Friday; 8:
00am - 4:
30pm Telework:
Not Available Virtual:
This is not a virtual positionRelocation/Recruitment Incentives:
Not Authorized Permanent Change of Station (PCS):
Not Authorized Financial Disclosure Report:
Not required Requirements Conditions of Employment You must be a U.
SCitizen to apply for this jobSelective Service Registration is required for males born after 12/31/1959Must be proficient in written and spoken EnglishYou may be required to serve a probationary periodSubject to background/security investigationSelected applicants will be required to complete an online onboarding processParticipation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See Additional Information below for detailsQualifications 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 metBasic Requirements:
United States Citizenship:
Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA PolicyExperience and Education:
1) ExperienceSix 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, 2) EducationOne year above high school; OR, 3) Experience/Education CombinationEquivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptableCertificationNone requiredPhysical RequirementsMust have the mental, emotional and physical ability to satisfactorily perform the duties of the proposed assignment and pass the requisite laboratory and other screening as required by Federal regulatory agencies and meet the physical demands as described belowEnglish Language ProficiencyMust be proficient in spoken and written English 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:
GS-8:
Supervisory Medical Support Assistant ExperienceOne year of experience equivalent to the GS-7 grade level.
Examples of assignments and knowledge, skills and abilities at the GS-07 grade level include but are not limited to:
responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settingsAssists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resourcesEnsuring 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 staff, patients, and other interdisciplinary staff to resolve day-to-day conflictsRequired GS-8 KSA'S:
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 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 needsAdvanced 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 environmentReferences:
VA Handbook 5005/117, Part II, Appendix G45, Dated 8/1/2019The full performance level of this vacancy is a GS-08The actual grade at which an applicant may be selected for this vacancy is a GS-08Physical Requirements:
The work is mainly sedentaryTypically, the employee sits comfortably to do the workHowever, there may be some bending, walking, standing, and carrying of light items such as patients' files, mail, and recordsNo special physical demands are required to perform the workEducation IMPORTANT:
A transcript must be submitted with your application if you are basing all or part of your qualifications on educationNote:
Only education or degrees recognized by the U.
SDepartment of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employmentYou 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 educationFor further information, visit:
http:
//www.
ed.
gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.
htmlAdditional Information Receiving Service Credit or Earning Annual (Vacation) Leave:
Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employeeSelected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experienceThis credited service can be used in determining the rate at which they earn annual leaveSuch credit must be requested and approved prior to the appointment date and is not guaranteedThis job opportunity announcement may be used to fill additional vacanciesThis position is in the Excepted Service and does not confer competitive statusVA encourages persons with disabilities to applyThe health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authorityPursuant to VHA Directive 1193.
01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.
e.
, medical, religious or pregnancy)VHA HCPs do not include remote workers who only infrequently enter VHA locationsIf selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start dateThe agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation processIf you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
Recommended Skills Assessments Clinical Works Customer Service Decision Making Diplomacy Finance Estimated Salary: $20 to $28 per hour based on qualifications.
aSchedule appointments and utilize the Electronic Waiting List (EWL) accurately, timely and transparentlyAll appointments will be made with the Veterans input; whether in person or via phoneThis may require a high degree of coordination to avoid Veterans having to make multiple trips to the facility for different appointmentsbNotify his/her Supervisor when clinic access is less than desirable or if a Veteran cannot be scheduled within VA mandated timeframescDaily review of active/pending consults, Electronic Wait List, Recall list, Return to Clinic Order List, VEText Cancellations and Audio care communications for accuracy and dispositionThe Supervisory MSA will encourage MSA staff (on a rotational basis) to attend such huddles/team meetings to assure all staff have the opportunity to participate in and understand the patient care planning processS/he is expected to independently manage position responsibilities with minimal supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet Veteran and team needsThe Supervisory MSA identifies, develops, prepares, and presents ongoing education and training to units within such as:
call center operations, enrollment, telephone operators, compensation and pension, ward clerk, and clinic registration clerksS/he may also provide training regarding administrative processes to clinical staff if indicatedS/he must manage budgetary processes on an ongoing basis; including (but not limited to) oversight of funds control points and overtime budgetsThe supervisory MSA must immediately notify the Assistant Chief/Chief of HAS if budgetary shortfalls are anticipated or if they occurBudgetary oversight is critical to maintain costs within annual budgetary guidelines as mandated by the facility Chief Financial OfficerThe Supervisory MSA approves time cards as assigned by the Chief of HAS, approves/denies sick and annual leave and plans for staff coverage accordingly; ensuring appropriate staffing levels at all timesParticipates in the process of recruitment, interviewing and selecting candidates as requested by the Chief of HASContinuously monitors/evaluates performance and takes appropriate disciplinary action when necessaryElevates disciplinary action(s) to the Assistant Chief/Chief of HAS as necessaryMaintains documentation of disciplinary action(s) and files such actions appropriatelySupervisory MSA's should demonstrate a proactive approach with assisting subordinate staff in developing their knowledge base and career potentialPrepares and presents briefings as assigned by their supervisor and/or Chief of HASWork Schedule:
Monday - Friday; 8:
00am - 4:
30pm Telework:
Not Available Virtual:
This is not a virtual positionRelocation/Recruitment Incentives:
Not Authorized Permanent Change of Station (PCS):
Not Authorized Financial Disclosure Report:
Not required Requirements Conditions of Employment You must be a U.
SCitizen to apply for this jobSelective Service Registration is required for males born after 12/31/1959Must be proficient in written and spoken EnglishYou may be required to serve a probationary periodSubject to background/security investigationSelected applicants will be required to complete an online onboarding processParticipation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP)Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See Additional Information below for detailsQualifications 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 metBasic Requirements:
United States Citizenship:
Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA PolicyExperience and Education:
1) ExperienceSix 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, 2) EducationOne year above high school; OR, 3) Experience/Education CombinationEquivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptableCertificationNone requiredPhysical RequirementsMust have the mental, emotional and physical ability to satisfactorily perform the duties of the proposed assignment and pass the requisite laboratory and other screening as required by Federal regulatory agencies and meet the physical demands as described belowEnglish Language ProficiencyMust be proficient in spoken and written English 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:
GS-8:
Supervisory Medical Support Assistant ExperienceOne year of experience equivalent to the GS-7 grade level.
Examples of assignments and knowledge, skills and abilities at the GS-07 grade level include but are not limited to:
responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settingsAssists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resourcesEnsuring 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 staff, patients, and other interdisciplinary staff to resolve day-to-day conflictsRequired GS-8 KSA'S:
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 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 needsAdvanced 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 environmentReferences:
VA Handbook 5005/117, Part II, Appendix G45, Dated 8/1/2019The full performance level of this vacancy is a GS-08The actual grade at which an applicant may be selected for this vacancy is a GS-08Physical Requirements:
The work is mainly sedentaryTypically, the employee sits comfortably to do the workHowever, there may be some bending, walking, standing, and carrying of light items such as patients' files, mail, and recordsNo special physical demands are required to perform the workEducation IMPORTANT:
A transcript must be submitted with your application if you are basing all or part of your qualifications on educationNote:
Only education or degrees recognized by the U.
SDepartment of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employmentYou 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 educationFor further information, visit:
http:
//www.
ed.
gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.
htmlAdditional Information Receiving Service Credit or Earning Annual (Vacation) Leave:
Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employeeSelected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experienceThis credited service can be used in determining the rate at which they earn annual leaveSuch credit must be requested and approved prior to the appointment date and is not guaranteedThis job opportunity announcement may be used to fill additional vacanciesThis position is in the Excepted Service and does not confer competitive statusVA encourages persons with disabilities to applyThe health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authorityPursuant to VHA Directive 1193.
01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.
e.
, medical, religious or pregnancy)VHA HCPs do not include remote workers who only infrequently enter VHA locationsIf selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start dateThe agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation processIf you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
Recommended Skills Assessments Clinical Works Customer Service Decision Making Diplomacy Finance Estimated Salary: $20 to $28 per hour based on qualifications.
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