Supervisory Medical Support As

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. English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph3.j. Educations: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

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: 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.

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 reentry to the occupation 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).

02Grade Determinations

In addition to the basic requirements for employment listed above, the following education and experience criteria must be met: Supervisory Medical Support Assistant, GS-8 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.

Demonstrated Knowledge, Skills, and Abilities: Candidates must also demonstrate all of the following 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. Supervisory Medical Support Assistant (GS-8) 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 include, but are not limited to: 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.

03Preferred Experience

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.

04Physical Requirements

This is primarily a sedentary position. See VA Directive and Handbook 5019

Duties include but are not limited to: The Supervisory MSA plans and directs programs at medical centers and/or satellite outpatient clinics and has full supervisory responsibility for supervising at least one subordinate team leader or supervisor.

Assignments at this level include but are not limited to: 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.

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 employee at least 25% of the time. 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 The Supervisor Medical Support Assistant 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 works collaboratively in an interdisciplinary coordinated care delivery model i.e. PACT, Specialty, and MH services 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. 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. Work Schedule: 8:00a.m - 16:30p.m Telework: Ad-Hoc Virtual: This is not a virtual position. Functional Statement #:52812A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized