SUPERVISORY MEDICAL SUPPORT ASSISTANT
A. Incumbent is responsible for planning, organizing, and directing the work of non-supervisory medical support assistants. The employee establishes work priorities, identifies developmental training needs of employees and provides or arranges for training when required. He/she works closely with the Supervisor, Clinical Operations to identify and develop training which meets the needs of the MSA and administrative/clinical data capture requirements. The incumbent's responsibility for training includes, but is not limited to, in-service education of on-the-job skills, classroom instruction closely associated with actual inpatient/outpatient hospital clinical practices, and attitudes and relationship of position to professional staff. Incumbent is responsible for new employee orientation and is expected to work closely with new employees for the first (90) days. B. Assignment of work based on requirements and resources available, to efficiently and economically accomplish the work to meet program goals and established objectives. Reviews work produced and analyzes weekly reports to evaluate production and takes appropriate action to resolve backlogs, scheduling errors, ICB Capture, EARR Review and Pre-Registration Data. C. The incumbent conducts regular staff meetings with the medical support assistants to update them on policy changes and new procedures. S/he attends Clinical Operations meetings and other meetings throughout the facility as deemed appropriate. The employee may serve on workgroups and/or committees as deemed appropriate. Incumbent may be called to assist in audits or studies relating to the clinical setting. D. The incumbent is a point of contact for resolving patient issues especially regarding appointment and scheduling concerns. Incumbent researches the issue and attempts to resolve it before it escalates to the Patient Representative, Clinical Service Chief, Chief of Staff or Center Director's Office. E. The incumbent maintains clerical guidelines and manuals as well as preparation of material to be used in training new employees. Training materials used shall be developed by the Supervisor, Clinical Operations and conform to the most up-to-date procedures. Incumbent will also be responsible for training auxiliary personnel such as temporary, work study, and volunteers used for intermittent heavy workload areas. F. The employee acts as liaison with the Medical Support Assistants, Medical staff, Nursing staff and other services offering expert advise on administrative details and procedures relative to areas and will evaluate problematic areas and present findings to Supervisor, Clinical Operations and respective Service Line designees for corrective action. This necessitates the incumbent to be an authority on current VA regulations and published hospital guidelines that affect administrative functions. The vital importance of effective training in this section cannot be overemphasized. Incumbent will be constantly involved and have direct contact with staff and assist in orientation of Medical Support Assistants, Physicians, etc., and midlevel in administrative procedures. All processes should be directed pursuant to Scheduling Directive VHA Directive 2010-027. G. Incumbent works closely with providers and other clinic staff to ensure compliance with Advanced Clinic Access. He/she ensures providers' scheduling is accomplished in accordance with VA Directives. H. The incumbent performs work involving collection, compilation, and/or tracking of data and statistical information in support of several VA, VISN, and local programs (i.e. Advance Clinic Access, Electronic Waiting List, KIOSK, No Show Rates, Consultation Policy, Encounter Actions). The employee assists in the planning, review, and reporting the data. S/he establishes protocols and coordinates incoming data from a variety of sources. The incumbent performs a basic analysis of the data and generates a variety or reports. I. Ensures processes are in place for Missed Opportunities, Negotiating Consults, Follow-ups and Courtesy Calls. Work Schedule:
Monday - Friday, 8am - 4:
30pm Financial Disclosure Report:
Not required 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. 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 3j. 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). Experience and Education:
(1)
Experience:
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; OR (2) Education:
One year above high school OR (3) Experience/Education Combination:
Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. In addition to meeting the basic requirements above, applicants must also meet:
GS-8 Grade Level Requirement. (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. (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 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. (c) Demonstrated Knowledge, Skills, and Abilities:
Candidates must demonstrate all of the KSAs below 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. Grade Determinations:
This is a GS-8 level position only References:
VA Handbook 5005, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standard. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-8. Physical Requirements:
This is primarily a sedentary position. See VA Directive and Handbook 5019
Estimated Salary: $20 to $28 per hour based on qualifications.
Monday - Friday, 8am - 4:
30pm Financial Disclosure Report:
Not required 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. 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 3j. 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). Experience and Education:
(1)
Experience:
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; OR (2) Education:
One year above high school OR (3) Experience/Education Combination:
Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. In addition to meeting the basic requirements above, applicants must also meet:
GS-8 Grade Level Requirement. (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. (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 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. (c) Demonstrated Knowledge, Skills, and Abilities:
Candidates must demonstrate all of the KSAs below 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. Grade Determinations:
This is a GS-8 level position only References:
VA Handbook 5005, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standard. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-8. Physical Requirements:
This is primarily a sedentary position. See VA Directive and Handbook 5019
- Department:
0679 Medical Support Assistance - Salary Range:
$47,899 to $62,269 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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