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.

02Experience

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 Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State of territorial-level Board of Department of Education English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

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). Creditable Experience(1) Knowledge of MSA Practices.

To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. (2) Quality of Experience.

Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level.

For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. (3) Part-Time Experience.

Part-time experience as an MSA or equivalent administrative patient support in a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.

Supervisory Medical Support Assistant, GS-08 Grade Determinations: In addition to the basic requirements for employment listed above, the following experience criteria must be met when determining the grade of candidates: 1.

03Experience

To qualify, you must posses one (1) full year of experience equivalent to the GS-7 Must spend at least 25% or more of their time performing lead duties. Responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit, daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings.

Assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources.

Assignments at this level include but are not limited to ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. NOTE: Your resume must clearly demonstrate this experience. Do not copy or paste experience directly into your resume. AND 2.

Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate ALL of the following KSAs: 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.

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.

NOTE: The Specialized Experience and KSAs outlined above must be clearly demonstrated within your resume. Please do not copy or paste the Specialized Experience or KSAs verbatim into your resume. Provide specific examples and details that illustrate how you meet these requirements. Failure to do so may result in your application not being referred to the hiring manager for consideration.

Documentation Requirements for Proof of High School Completion or Higher: If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official).

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS8.

04Physical Requirements

The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending, and carrying of items such as training manuals. The Advanced MSA is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone. In addition, there can be increased stress due to the intensity of a patient/customer complaint or concern.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs Total Rewards of a Allied Health Professional The Supervisory Medical Support Assistant (SMSA) provides administrative and supervisory support to Primary Care, Specialty Care, Ward Administration, the Call Center, and specialized care teams.

The SMSA promotes team-based care through huddles, meetings, patient-care coordination, and communication between Veterans and clinical staff. Assigns work, establishes priorities, sets deadlines, and coordinates daily operations with support from the Lead Medical Support Assistant (LMSA). Resolves scheduling issues and unusual situations using knowledge of clinic operations, policies, provider preferences, and VA requirements.

Supervises Medical Support Assistants (MSAs), reviews performance and scheduling reports, monitors insurance data capture, and evaluates work quality and compliance. May serve as Acting Chief or supervisor for Medical Administration Service programs, including Beneficiary Travel, Health Benefits, Primary Care, Specialty Care, Ward Administration, and the Call Center.

Performs and oversees appointment scheduling, consultation and electronic waitlist management, demographic and insurance verification, data entry, Veteran notification and advocacy, and coordination of diagnostic and specialty appointments. Provides administrative support to physicians, nurses, advanced practice providers, and other clinical staff. Completes required training and maintains proficiency in at least two areas of Ambulatory Care and Medical Administration Service operations.

Applies knowledge of medical terminology, clinic procedures, ambulatory and inpatient care, call center operations, patient advocacy, enrollment and eligibility, beneficiary travel, revenue cycle processes, data management, and specialized care services. Uses VA systems and Microsoft applications, including VistA, CPRS, and the Bed Management System. In Primary Care, supports Patient Aligned Care Teams (PACTs) and interdisciplinary care partners.

In Specialty Care, coordinates appointments and consultations across clinical services. In Ward Administration, supports inpatient and residential units; monitors admissions, discharges, transfers, and other patient movements; maintains bed-management records; and trains staff on applicable systems. In the Call Center, schedules, cancels, and reschedules appointments; provides customer service; monitors call activity; reviews reports; and ensures compliance with policies, procedures, and approved scripts.

Work Schedule: 6:00 Am - 7:00 PM, Monday - Saturday, as determined by the needs of the department Compressed/Flexible: Not Authorized. Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Noth Authorized Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

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 Available. Virtual: This is not a virtual position. Functional Statement #: 92630-A Permanent Change of Station (PCS): Not Authorized.