Supervisory Medical Support Assistant

Summary

The Incumbent serves as a Supervisory Medical Support Assistant (SMSA) in Community Care Service and will be involved in administrative aspects of patient access, consults and scheduling for the service. The incumbent collaborates with various Service Chiefs and Supervisors across the health care system and interfaces with VA and Community providers, hospitals, diagnostic and treating facilities, and community based programs.

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Duties

Duties may include but are not limited to:

The Supervisory Medical Support Assistant plans, directs and controls the full range of administrative functions and clerical support functions in the Office of Community Care. Provides administrative and clerical assistance; guidance and support to the professional staff and manages the day-to-day activities of the Community Care department, ensuring policies and procedures are followed as they relate to community care. Interviews and selects new administrative employees subject to the approval of the Chief, Patient Administration Service.

The Supervisory MSA will assign and evaluate the work of subordinate staff; resolve complex issues to ensure patient services are met; identify educational or training needs of subordinate staff and full supervisory responsibility for supervising at least one Lead MSA and multiple Advance Medical Support Assistants. Develops or updates procedures, policies, or standards. Develops an ongoing customer service program with emphasis on the first impression, interacts with patients, develops trust and setting the tone for the patient experience.

Initiates all requests for personnel action, performance appraisals, certification of time, interviews applicants and makes recommendations to the Chief, PAS for the selection. Responsible for developing and maintaining all administrative records for employees under their supervision, to include labor mapping and cost center assignments, personnel actions and records, FTE rosters and emergency preparedness plans and recall rosters. Handles all employee-labor relations issues and meets with Union as necessary to ensure a positive and productive relationship.

Notifies and advises the Chief, PAS of all administrative issues and concerns within the Office of Community Care. Prepares reports and participates in the annual business planning process to determine resources, tools, and equipment necessary to function efficiently and effectively.

The incumbent leads and participates in staff meetings and huddles and other team meetings to manage and plan patient care; setting priorities and deadlines, adjusting workflow and sequencing of the work to meet team and patient and unit needs. The Supervisory MSA will create and maintain work environment that fosters productivity, customer service and employee satisfaction and acting as liaison between AMSA and staff to resolve conflicts.

The Supervisory MSA will serve as a knowledge reference for staff regarding programs and processes conducted in the OCC. The incumbent is required to have knowledge of the Community Care processes and services.

• Initiates personnel actions, maintains personnel related records, establishes performance standards and competencies, completes performance ratings, writes position descriptions and functional statements, and handles all matters related to counseling, disciplinary action, grievances, etc.
• Approves and certifies timecards and manages overtime and tours of duty
• Assigns and evaluates work to subordinate staff (consults, notifications, authorizations, uploads, etc.)
• Evaluates and manages customer service and the telephone, secure messaging, and other communication systems within the Office of Community Care
• Oversees staff orientation and on-the-job training and development of SOPs
• Performs all HR/personnel actions for their subordinate positions
  
  

Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations.

Work Schedule: Monday - Friday, 7:00am - 5:00pm 8hr shifts

Pay: Competitive salary and regular salary increases

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: As determined by the agency policy.

Virtual: This is not a virtual position.

Functional Statement #: 50501-F

Financial Disclosure Report: Not required

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELoTotal-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf

Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf

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Requirements

Conditions of Employment

• You must be a U.S. Citizen to apply for this job.
• 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.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.
  
  

Qualifications

Basic Requirements:

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  United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Language Proficiency: Proficient in spoken and written English
• Experience: Six month of experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; OR
• Education. One year above high school; OR
• Combination Experience/Education. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable
  
  

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).

Grade Determinations:

GS-08 Supervisory Medical Support Assistant

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.

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.
  
  

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.



Preferred Experience:

• Previous Supervisory and or Call Center Experience
• Previous experience resolving complex issues concerning: Patients, Co-workers, visitors.
• One year of experience conducting briefings, orientations, staff development, and training.
• Experience conducting performance evaluations for subordinates
• Previous Lead MSA, Adv MSA, MSA experience with preparing reports for resources, tools, and equipment cost/funding
• Experience working closely with upper management, creating, and maintaining a work environment that fosters productivity.
  
  

References: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Medical Support Assistant Qualification Standard GS-0679

The full performance level of this vacancy is GS-08.



Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.

Education


IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.



Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.

Additional information

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

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.

Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.

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.

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Dallas VA Medical Center

4500 South Lancaster Road

Dallas, TX 75216

US