SUPERVISORY MEDICAL SUPPORT ASSSITANT

Duties

Summary

The Supervisory Medical Support Assistant (MSA) position(s) serves as the direct line supervisor for the Lead Medical Support Assistant(s) and all Medical Support Assistant (MSA) staff for PACT, Specialty and Call Center Clinics and is a foundational role within the VHA Patient Aligned Care Team (PACT) initiative and all interdisciplinary clinics that support the initiative to include Compensation and Pension (C&P), Specialty and Call Center.

Responsibilities

Functions:

• Assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decisions on selections; evaluating performance, and taking disciplinary action when necessary.
• The employee has full administrative and professional responsibility for planning and directing the MSAs' activities.
• Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management.
• The Supervisory MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty, C&P and Call Center) for Primary Care Clinics and also Specialty Clinics and performs all related duties, customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics.
• He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.
• Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. When assisting the MSA staff in the check-in process, he/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.
• Assures MSA staff explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. Assures staff collects, scans, and updates health insurance information serving a major role in the revenue process.
• The incumbent(s) contributes to the revenue collection process by identifying patients with third party insurance.
• Promotes veteran registration for and utilization of MyHealtheVet (MHV).
• Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA.
• When records are received, the incumbent(s) will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to the appropriate department for scanning.
• Incumbent(s) must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.
• Incumbent(s) must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities:
  • a. Schedule appointments and utilize the Electronic Waiting List accurately in a timely manner. All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible.
  • b. Notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes.
  • c. Daily review of active/pending consults, Electronic Wait List, Recall list and Audiocare communications for accuracy and disposition.

• The Supervisory MSA may be asked to participate in the daily teamlet huddles and weekly team meetings where patient care planning and management occur. Incumbent(s) will rotate this to assure all MSA staff is in attendance and understand the process.
• The Supervisory MSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs.
• The Supervisory MSA may also be asked to assist in the Beneficiary Travel Program and Health Benefits Advisor Office/Member Services and other duties within the clinic.

Travel Required

25% or less - You may be expected to travel for this position.

Supervisory status

Yes

Promotion Potential

None

• Job family (Series)

  0679 Medical Support Assistance

• Requirements

  Requirements

  Conditions of Employment

  • You must be a U.S. Citizen to apply for this job
  • Designated and/or random drug testing may be required
  • Selective Service Registration is required for males born after 12/31/1959
  • You may be required to serve a probationary period
  • Subject to a background/security investigation
  • Must be proficient in written and spoken English
  • Selected applicants will be required to complete an online onboarding process

  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 Requirement: Per VA Handbook 5005, Part II, Chapter 3, Section A, Paragraph 3j: No person will be appointed under authority of 38 U.S.C., chapter 73 or 74, to serve in a direct patient-care capacity in VHA who is not proficient in written and spoken English.
  • Must have six (6) months experience of clerical, office, customer service or other administrative work that indicates the ability to acquire the knowledge and skills needed to perform the duties of the position. OR
  • I have one (1) year of education above high school. OR
  • Have a combination of experience and education. 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).Grade Determinations: In addition to meeting the basic requirements, you must also have 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.Knowledge, Skills, and Abilities. At this level, candidates must also demonstrate the following Knowledge, Skills, and Abilities (KSAs):
  • 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.

  References: Handbook 5005/53, Part II, Appendix G-45The full performance level of this vacancy is GS8. The actual grade at which an applicant may be selected for this vacancy is in the GS8.Physical Requirements: This position requires potentially moderate levels of lifting and carrying (15-44 pounds); straight pulling, pushing (up to .5 hours); walking ,standing, and sitting for extended periods of time. While aspects of the position will be performed at a work station, the nature of responsibilities may involve environmental factors that would work both outside and inside, working closely with others, and may occasionally expose the incumbent to patients who are combative secondary to delirium, dementia, or psychiatric disorders. The incumbent must be a mature, flexible, sensible individual capable of working effectively in stressful situations, able to shift priorities based on the needs to complete assignments. Must complete annual Employee Health requirements, such as annual TB screening or testing, as a condition of employment.

  Education

  IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You 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 education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

  Additional 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 employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

  This job opportunity announcement may be used to fill additional vacancies.

  It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

  This position is in the Excepted Service and does not confer competitive status.

  VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

  Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

  How You Will Be Evaluated

  You will be evaluated for this job based on how well you meet the qualifications above.

  IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

  .

  Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

  Background checks and security clearance

  Security clearance

  Other

  Drug test required

  No

  Position sensitivity and risk

  Non-sensitive (NS)/Low Risk

  Trust determination process

  Suitability/Fitness

• Required Documents

  Required Documents

  To apply for this position, you must provide a complete Application Package which includes:

  • Resume

  VA Form 10-2850c Application for Associated Health Occupations can be found at: http://www.va.gov/vaforms/searchaction.asp?FormNo=2850&tkey=&Action=Search.

  The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

  • Cover Letter

  • DD-214/ Statement of Service

  • Disability Letter (Schedule A)

  • Disability Letter (VA)

  • Other (1)

  • Proof of Marriage Status

  • Resume

  • Separation Notice (RIF)

  • SF-15

  • SF-50/ Notification of Personnel Action

  • Transcript

  Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.

  If you are relying on your education to meet qualification requirements:

  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.

  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

• Benefits

  Benefits

  A career with the U.S. Government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Learn more about federal benefits.

  Review our benefits

  Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent. Contact the hiring agency for more information on the specific benefits offered.

Help

This job is open to

• Federal employees - Competitive service

  Current or former competitive service federal employees.

• Federal employees - Excepted service

  Current excepted service federal employees.

• Individuals with disabilities

• Military spouses

• Veterans

Clarification from the agency

This position is opened to Status candidate only. Documents confirming status being claimed must be submitted with application.