Supervisory Medical Support Assistant

Summary

This Supervisory Medical Support Assistant position is in Health Administration services at the Maine VA Healthcare System - located at the Augusta - ME location.

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
• English Language Proficiency: Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005 - Part II - Chapter 3 - Section A - paragraph 3.j
• 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: None
• Grandfathering Provision: Employees in VHA in this occupation - under a permanent - appropriate - and legal placement on the effective date of the qualification standard - are considered to have met all qualification requirements for the grade and/or assignment held - including positive education and registration/certification where applicable
• For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed - the following provisions apply: Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard
• Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation
• 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: Supervisory Medical Support Assistant GS-08: Experience: One year of creditable experience equivalent to the next lower grade
• Knowledge - 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 clinic
• This includes independently utilizing reference sources - decision making - and 13 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
• Assignment: For 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 variety
• 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 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
• Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures.? 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: See VA Handbook 5019.
  
  

Duties

• Serves as a Supervisor for Medical Support Assistants at a medical center in VISN 1 - VA New England Healthcare Network
• The position is responsible for planning - directing - and controlling work for the lower grade Medical Support Assistants
• Work is performed collaboratively in an Interdisciplinary Coordinate Care delivery model (Patient Aligned Care Team - or Specialty Care Setting)
• Position must have medical terminology and broad knowledge of patient procedures and policies
• The employee maintains a close relationship with the Service Care Lines administrative offices to ensure clinics are operating in a timely and efficient manner
• The incumbent shall have extensive knowledge of various policies and procedures relating to the business rules regarding Pre-registration - Scheduling (Appointment Management and Recall) - clinic profile management and utilization - scheduling/tracking consults - Advanced Clinic Access Procedures - Community Care referrals - Performance Measures - KIOSKs - Insurance Card Buffer (ICB) and the proper flow of work to and from the various teams - services and care lines and contributes significantly to the daily business activities
• Major duties and responsibilities: Responsible for planning - organizing - and directing the work of lower medical support assistants
• The employee establishes work priorities - identifies developmental training needs of employees and provides or arranges for training when required
• He/she works closely with their Supervisor to identify and develop training which meets the needs of the MSA and administrative/clinical data capture requirements
• The incumbent's responsibility for training includes - but is not limited to - in-service education of on-the-job skills - classroom instruction closely associated with actual inpatient/outpatient hospital clinical practices - and attitudes and relationship of position to professional staff
• Incumbent is responsible for new employee orientation and is expected to work closely with new employees for the first (90) days Assignment of work based on requirements and resources available - to efficiently and economically accomplish the work to meet program goals and established objectives
• Reviews work produced and analyzes weekly reports to evaluate production and takes appropriate action to resolve backlogs - scheduling errors - ICB Capture - BARR Review and Pre-Registration Data
• Conducts regular staff meetings with the medical support assistants to update them on policy changes and new procedures
• S/he attends required Section meetings and other meetings throughout the facility as deemed appropriate
• The employee may serve on workgroups and/or committees as deemed appropriate
• Incumbent may be called to assist in audits or studies relating to the clinical setting
• Serves as point of contact for resolving patient issues especially regarding appointment and scheduling concerns
• Incumbent researches the issue and attempts to resolve it before it escalates to the Patient Representative - Clinical Service Chief - Chief of Staff or Center Director's Office
• Maintains clerical guidelines and manuals as well as preparation of material to be used in training new employees
• Training materials used shall be developed by their Supervisor and conform to the most up-to-date procedures
• Incumbent will also be responsible for training auxiliary personnel such as temporary - work study - and volunteers used for intermittent heavy workload areas
• The employee acts as liaison with the Medical Support Assistants - Medical staff - Nursing staff and other services offering expert advice on administrative details and procedures relative to areas and will evaluate problematic areas and present findings to their Supervisor and respective Service Line designees for corrective action
• This necessitates the incumbent to be an authority on current VA regulations and published hospital guidelines that affect administrative functions
• The vital importance of effective training in this section cannot be overemphasized
• Incumbent will be constantly involved and have direct contact with staff and assist in orientation of Medical Support Assistants - Physicians - etc. - and midlevel in administrative procedures
• Incumbent works closely with providers and clinic staff to ensure all processes are compliant in accordance with VHA Directive 1230- Outpatient Scheduling Processes and Procedures - VHA Directive 1232 - Consult Processes and Procedures - and VHA Directive 1231 - Outpatient Clinic Practice Management
• Work Schedule: Monday through Friday - 7:30 a.m
• to 4:00 p.m
• Telework: Adhoc telework eligible
• Virtual: This is not a virtual position
• Functional Statement #:F01629
• Relocation/Recruitment Incentives: Not Authorized
• Permanent Change of Station (PCS): May not be authorized.