What are the responsibilities and job description for the Supervisory Medical Support Assistant position at WG Bill Hefner Salisbury VA Medical Center?
As Supervisory Medical Support Assistant (MSA), assigned to an Outpatient Specialty Clinic(s) or Mental Health Clinic(s), for the Health Administration Service (HAS) at the W.G. Hefner VA Medical Center, Salisbury, NC, the incumbent(s) provides a high level of administrative and data support to the HAS, to include the Community Based Outpatient Clinics (CBOCs).
Experience. One year of experience equivalent to the GS-7 grade level [leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
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. Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) 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 time.
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
-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.
- 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.
Preferred Experience: Advance scheduling experience, previous supervisory experience.
Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.
Duties include but not limited too the following:
Work Schedule: Various Tours
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)
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: Not Authorized
Virtual: This is not a virtual position.
Functional Statement #: 00000
Permanent Change of Station (PCS): Not Authorized
Qualifications:
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. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
- Experience and Education: Six 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; One year above high school OR; Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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).
Experience. One year of experience equivalent to the GS-7 grade level [leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
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. Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) 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 time.
Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
-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.
- 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.
Preferred Experience: Advance scheduling experience, previous supervisory experience.
Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.
Responsibilities:
The incumbent's work impacts the administrative aspect of patient care, including access, scheduling/coordinating appointments using clinic access principles, collecting and updating demographic and insurance information, patient processing and customer service.Duties include but not limited too the following:
- The Supervisory MSA must assist the services/clinics accomplish action plans and ensure follow-up for access plans is completed in a timely manner.
- The incumbent must demonstrate technical competency and expertise in the use of the Vista, CPRS and My HealtheVet/Secure Messaging systems.
- Must be an expert in basic administrative policies and procedures dealing with outpatient scheduling or other administrative topics; be able to relay this information/knowledge to medical staff within the outpatient clinic setting.
- Have a solid knowledge of multiple systems and current computer technology regarding the Computerized Patient Record System (CPRS), Integrated Scheduling Solution (ISS) Cisco Finesse (call tracking software), numerous VISTA applications, My HealtheVet, Secure Messaging, and numerous Microsoft Office applications.
- The incumbent must distribute and balance the workload among employees in accordance with established work flow or job specialization, assure timely accomplishment of the assigned workload, ensure the workload is completed in accordance with facility and/or national performance measures and assure that each employee has enough work.
- Supervisory MSA will set priorities and make day-to-day adjustments in accordance with established priorities obtaining assistance from the supervisor on problems that may arise.
- The incumbent must be knowledgeable regarding eligibility for VA medical care, priorities for care, release of information (ROI), Health Information Portability and Accountability Act (HIPAA), and the Medical Fee Basis programs.
- The incumbent must have thorough knowledge of the Outpatient Scheduling processes defined in the VHA Directive 1230 Outpatient Scheduling Management and all scheduling policies and procedures derived from policies/procedures at the Salisbury VAMC.
- Have knowledge on all internal standard operating procedures for the various outpatient clinics at the Salisbury VA Medical Center.
- Incumbent must have the ability to effectively and consistently communicate with all internal and external customers in a respectful and courteous manner.
- Incumbent will provide supervisory coverage for other areas within the Outpatient Administrative Support Section as necessary.
- Other duties as assigned.
Work Schedule: Various Tours
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)
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: Not Authorized
Virtual: This is not a virtual position.
Functional Statement #: 00000
Permanent Change of Station (PCS): Not Authorized
Salary : $417