Supervisory Medical Support Assistant
The Supervisory MSA is responsible for managing and supervising the appointment management services within OCC and supervises one Lead Advanced Medical Support Assistant and ten Advanced Medical Support Assistants (MSAs) within the program. He/she collaborates with and has an extensive knowledge of all clinical applications, services and programs, to include but not limited services within the OCC. The Supervisory MSA is flexible, multi-skilled and creative in solving everyday challenges unique to this standalone service. The Supervisory MSA assigns work and daily priorities to the Lead and Advanced MSAs and ensures the goals and mission of the Office and Health Care System are being met. S/he is responsible for all performance management functions related to Lead and Advanced MSAs.
The Supervisory MSA applies principles, methods and guidelines to evaluate administrative operations in order to determine best practices for organizing administrative work and the flow of information throughout the service. S/he must take into consideration the staff ratios and skill mixes needed to accomplish the work. Analysis results in recommendations for improvement and implementation of new systems and processes that are discussed with the rest of the management team for decisions regarding the efficiency of service operations. The Supervisory MSA performs duties related to the receipt, intake and indexing of health and administrative information.
The Supervisory MSA will interface with personal computer (PC) applications as well as numerous Veterans Health Information and Technology Architecture (VistA), applications. The Supervisory MSA will serve as a backup for time and leave management processing. The Supervisory MSA must possess a high degree of tact and diplomacy when dealing with Veterans who have multiple medical problems and may be frustrated with the administrative process associated with coordinating treatment with community care providers.
The Supervisory MSA provides a variety of complex and unique duties in support of the MISSION Act. The Supervisory Advanced Medical Support Assistant will conduct and lead daily team huddles to assist with the coordination of patient care management, deploying customer contact and call center strategies, monitoring performance of the unit and make recommendations for improving the Veteran access to care and experience with VA and community care providers. The Supervisory MSA plans and directs programs within the Office of Community Care. The Supervisory MSA is responsible for implementing and deploying operational changes when necessary to ensure care in the community is provide in accordance with MISSION Act guidelines.
The Supervisory MSA has full supervisory responsibility of at least one lead MSA and ten Advanced MSA's. Assignments at this level include but are not limited to; assigning and evaluating the work of subordinate staff, resolving complex problems to ensure patient requirements are met. Analyzing staffing and workload patterns to ensure appropriate coverage of workload needs. Planning work to be accomplished by subordinates, setting and adjusting priorities. Determining appropriate tours of duty. Approving or denying leave. Evaluating performance, rating employees, and recommending performance awards. Interviews and selects subordinate staff. Advises Program Manager with process improvement suggestions and new strategies by extracting and analyzing data to better manage care access and ensure compliant appointment management practices per the MISSION Act and scheduling directive guidelines.
The Supervisory MSA manages CPRS view alerts from providers, correspondence from external community care affiliates, caregivers, family support staff and Veterans for needed actions involving patient care and follow-up. Ensures subordinate Lead and Advanced MSAs appropriately manage inquiries and requests for care in the community to ensure requests are routed to the appropriate external provider and scheduled timely in accordance with MISSION Act and VA guidelines. Supervisory MSA has full administrative and professional responsibility for planning and directing the Lead and Advanced MSAs activities. In certain situations, the Supervisory MSA will be required to conduct scheduling assignments if no Lead MSAs or AMSAs are available to schedule patients or if the situation is complex or emotionally or politically charged.
Other duties as assigned.
Work Schedule: Monday - Friday 8:00am - 4:30pm or as determined by supervisor.
Compressed/Flexible: At Supervisor discretion
Telework: No
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not Authorized
Financial Disclosure Report: Not required
Requirements
Conditions of Employment
- You must be a U.S. Citizen to apply for this job.
- All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
- Selective Service Registration is required for males born after 12/31/1959.
- Must be proficient in written and spoken English.
- You may be required to serve a probationary period.
- Subject to background/security investigation.
- Selected applicants will be required to complete an online onboarding process.
- Must pass pre-employment physical examination.
- Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
Qualifications
- United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
- Experience 1 year of experience at equivalent to the next lower level of GS-07.
- 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. 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.
i. 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
ii. 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.
iii. Ability to provide briefings, orientations, staff development, and training in a patient support setting.
iv. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
v. 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.
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).
References: VA Handbook 5005/117 Part II Appendix 45 Qualification Standards for 0679 Medical Support Assistants. The full performance level of this vacancy is GS-08.
Physical Requirements: The work is sedentary. It occasionally requires carrying of light objects such as files, books and papers; some walking, standing, and bending. No special physical qualifications are required.
Education
There is no education substitution at this grade level.
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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. 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.
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.
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.
- 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. .
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.
Conditions of Employment
- You must be a U.S. Citizen to apply for this job.
- All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
- Selective Service Registration is required for males born after 12/31/1959.
- Must be proficient in written and spoken English.
- You may be required to serve a probationary period.
- Subject to background/security investigation.
- Selected applicants will be required to complete an online onboarding process.
- Must pass pre-employment physical examination.
- Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
Qualifications
- United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
- Experience 1 year of experience at equivalent to the next lower level of GS-07.
- 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. 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.
i. 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
ii. 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.
iii. Ability to provide briefings, orientations, staff development, and training in a patient support setting.
iv. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
v. 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.
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).
References: VA Handbook 5005/117 Part II Appendix 45 Qualification Standards for 0679 Medical Support Assistants. The full performance level of this vacancy is GS-08.
Physical Requirements: The work is sedentary. It occasionally requires carrying of light objects such as files, books and papers; some walking, standing, and bending. No special physical qualifications are required.
Education
There is no education substitution at this grade level.
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. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. 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.
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.
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.