Supervisory Medical Support Assistant

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.

01Basic Requirements

United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. 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/Registration. 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: (1) 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. (2) 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 re-entry to the occupation.

NOTE: This provision is not intended to regularize appointments/ placements. Foreign Education. To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

02Grade Determinations

. In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified. Supervisory Medical Support Assistant, GS-08.(1) Experience. One year of creditable experience equivalent to the next lower grade.(2) Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs:(a) 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.(b) 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.(c) 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.(d) Ability to provide briefings, orientations, staff development, and training in a patient support setting.(e) Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.

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-8. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-8 to GS-8.

03Physical 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.

Total Rewards of a Allied Health Professional 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, 0800-1630 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