What are the responsibilities and job description for the Supervisory Medical Support Assistant - Clinical Contact Center position at John L McClellan Memorial Veterans' Hospital?
This Supervisory Medical Support Assistant (SMSA) position is in the Nursing Operations / Clinical Contact Center of the Central Arkansas Veterans Healthcare System (CAVHS) located in North Little Rock, Arkansas.
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: In addition to the Basic Requirements, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for each grade level. Resume must include hours per week for work experience credit.
Supervisory Medical Support Assistant, GS-08
(a) Experience. One year of experience equivalent to the GS-07 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
(b) Assignment. Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics. They have full responsibility for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. 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; evaluating performance, and taking disciplinary action when necessary. The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor, and MSA's activities.
(c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
1. 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.
2. 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.
3. 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.
4. Ability to provide briefings, orientations, staff development, and training [in a patient support setting.
5. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
Preferred Experience:
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-08.
Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, puling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment.
Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated, and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.
Work Schedule: Monday - Friday, 7:30am - 4:00pm. Subject to change based on the needs of the service.
Recruitment Incentive (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
Pay: Competitive salary and regular salary increases.
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)
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: Not available
Virtual: This is not a virtual position.
Functional Statement #: 598-99706S
Permanent Change of Station (PCS): Not authorized
Qualifications:
Basic Requirements- United States 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 and Education.
- (1) Experience. No experience required
- (2) Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
- Certification. None required.
- English Language Proficiency. Medical Support Assistants 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).
Grade Determinations: In addition to the Basic Requirements, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for each grade level. Resume must include hours per week for work experience credit.
Supervisory Medical Support Assistant, GS-08
(a) Experience. One year of experience equivalent to the GS-07 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
(b) Assignment. Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics. They have full responsibility for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. 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; evaluating performance, and taking disciplinary action when necessary. The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor, and MSA's activities.
(c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
1. 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.
2. 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.
3. 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.
4. Ability to provide briefings, orientations, staff development, and training [in a patient support setting.
5. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
Preferred Experience:
- 1 year or more of supervisory experience
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-08.
Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, puling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment.
Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated, and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.
Responsibilities:
The Supervisory Medical Support Assistant (SMSA) in the Clinical Contact Center (CCC) is part of an interprofessional healthcare team. The primary duties of the Supervisory Medical Support Assistant (SMSA) may include but are not limited to:- Provides support across multiple ancillaries and interprofessional clinics.
- Determines the needs of the Veteran/caregiver.
- Routes clinical questions to appropriate clinical staff.
- Provides information on programs and initiatives available to Veterans.
- Supervises subordinate MSA's, team leaders, supervisors or equivalent administrative patient support staff in the VISN CCC.
- Evaluates the work of subordinate staff.
- Resolves complex problems to ensure patient services are met.
- Evaluates new products, equipment and systems to make recommendations for improved operations.
- Identifies educational or training needs.
- Makes final decisions on hiring selections.
- Evaluates performance, and taking disciplinary action when necessary.
- Works collaboratively with VISN programs, services, and interprofessional coordinated care team.
- Provides access to care and meeting the needs of Veterans via various available contact modalities.
- Plans and directs the subordinate lead, supervisor and MSA's activities.
- Extracts and analyzes data to provide reports to senior management in support of tracking measures.
- Provides information and resolution to Veterans' requests within scope.
- Uses administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or Directing the contact to the appropriate discipline within the CCC or department for resolution.
- Screens incoming contacts and independently routes contacts to the appropriate area for resolution.
- Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness.
- Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
- Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.
- Provides accurate details of organizational information to Veterans regarding the different services the VA offers.
- Provides high-quality customer service to Veterans and their families/caregivers.
- Communicates tactfully and effectively to customers.
- Resolves Veteran complaints as appropriate.
- Performs duties as assigned to ensure efficient and effective operations.
Work Schedule: Monday - Friday, 7:30am - 4:00pm. Subject to change based on the needs of the service.
Recruitment Incentive (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
Pay: Competitive salary and regular salary increases.
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)
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: Not available
Virtual: This is not a virtual position.
Functional Statement #: 598-99706S
Permanent Change of Station (PCS): Not authorized
Salary : $417