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Veterans Affairs, Veterans Health Administration SUPERVISORY MEDICAL SUPPORT ASSISTANT in Salt Lake City, Utah

Summary The Supervisory Medical Support Assistant is assigned to Health Administration Service, VA Salt Lake City Health Care System, and is the direct supervisor for Lead MSA, Advanced MSA and MSA staff assigned to Primary Care Patient Aligned Care Teams (PACT) or Specialty Care services. The incumbent works with clinical and administrative staff and is responsible for planning, directing, and oversight of administrative support functions related to scheduling, customer service, and patient care. Responsibilities The Supervisory Medical Support Assistant (MSA) position is assigned to Health Administration Service (HAS) within the VA Salt Lake City Health Care System. The Supervisory MSA serves as the direct line supervisor for assigned Lead Medical Support Assistant, Advanced Medical Support Assistant (AMSA) and Medical Support Assistant (MSA) staff. The incumbent provides oversight to staff assigned to a role within a Primary Care Patient Aligned Care Team (PACT), Specialty Care, Call Center, and or Remote Team. The incumbent is responsible for the planning, directing, and oversight of a full range of administrative and clerical support functions as they relate to scheduling, customer service, and patient care. The incumbent reports directly to the Supervisory Medical Administration Specialist (Scheduling Manager) and works collaboratively with other members of the MSA Supervisor team, and clinical and administrative staff throughout the health care system. The position may serve as an alternate MSA Supervisor for medical center, CBOC, and/or remote staff, as needed. The Supervisory MSA plans and directs programs at medical centers, CBOCs, and/or remotely and has full supervisory responsibility for supervising at least one subordinate Lead MSA and multiple AMSA/MSA staff. Assignments at this level include, but are not limited to, assigning and evaluating work of subordinate staff; resolving complex problems to ensure patient needs are met; identifying educational or training needs; supporting prospective employee interviews; evaluating performance, and completing personnel investigations/actions. The incumbent is responsible for extracting and analyzing data in order to provide reports in support of performance measures for senior management. The Supervisory MSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, Specialty) for Primary Care and Specialty Clinics and performs all related duties, customer service, and other duties assigned for the proper and timely treatment of patients. The incumbent ensures appointment schedules are maintained by MSA staff for assigned clinics. The incumbent 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 identification verification process. When overseeing staff involved with the patient check-in process, the incumbent must ensure each interaction with the patient is in line with VA ICARE values. Ensures staff validate and update patient demographic information and collect patient insurance via the Insurance Capture Buffer (ICB) web platform, which serves a major role in the revenue process. The incumbent(s) contributes to the revenue collection process validating any outstanding ICB opportunities for assigned clinics at the end of each business day. 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. A 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 diagnosis and treatment. A caring, compassionate, and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. When records are received, the incumbent(s) will ensure that all necessary health/administrative information are integrated into the electronic medical record by sending the documents to the appropriate department for scanning/indexing. 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. The Supervisory MSA must participate in the daily team huddles and weekly team meetings where patient care planning and management occur. The incumbent must 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, Enrollment and Eligibility, and/or Health Information Management functions. Work Schedule: Monday - Friday 7:30 am - 04:00 pm Telework: Ad-hoc Virtual: This is not a virtual position. Functional Statement #: 53747-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment 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. (a) 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 must be demonstrated. (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 must include: 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: (1) 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. (2) 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. (3) Ability to provide briefings, orientations, staff development, and training in a patient support setting. (4) Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. (5) 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: VA HANDBOOK 5005/117, PART II, APPENDIX G45. DATED August 1, 2019 The full performance level of this vacancy is GS-08. The actual grade at which an applicant may be selected for this vacancy is at the GS-08 level. Physical Requirements: The incumbent must be able to perform all activities of the position without restriction. The work is primarily sedentary although some slight physical effort may be required. However, there may be some walking; standing; bending; carrying of light items such as papers, books, or small parts. Incumbent may be susceptible to eyestrain from working long hours on the computer. The physical demands of the work are generally minor. The work is primarily sedentary (6-8 hrs.) although, there is some walking (1 hr.), bending (1hr), and carrying of bulky files (1-10 lbs.) and some extended periods of standing (2 hrs.). 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 This job opportunity announcement may be used to fill additional vacancies. 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. Pursuant 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 locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The 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 process. If 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.