SUPERVISORY MEDICAL SUPPORT ASSISTANT

The purpose of this position is to serve as a Supervisory Medical Support Assistant (MSA), for Outpatient Clinical Support in the VA Boston Healthcare System Surgical Service. The incumbent is responsible for a wide range of assignments and provides administrative support to the Sections.

The duty station of this position is the Jamaica Plain (Boston), MA Campus but travel to other campuses may be required for patient care purposes.

Qualifications:

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.

Basic Requirements:

• 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.
• Experience and Education:
  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
• Education: One year above high school
• OR
  Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, [which] are [a] part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:
• Grade Determinations:
• GS-7 Demonstrated Knowledge, Skills, and Abilities:
• Candidates must demonstrate [all of] the KSAs below:
• Ability to provide the full range of administrative and supervisory duties [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 related to administrative functions in a patient support setting].
• Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities.
• GS-8 Grade Level Requirement.
  
  Experience: One year of experience equivalent to the GS-7 grade level (see above) leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
  
  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.
  
  
  GS-8 Demonstrated Knowledge, Skills, and Abilities: In addition to the basic requirements, 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 leaderin 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.
• Preferred Experience: Working in hospital/medical center outpatient clinic, supervising of administrative staff (any filed) and data analytics, generating and analyzing EXCEL reports.
  
  References: VA Handbook 5005, PART II, APPENDIX G45 Medical Support Assistant VA Qualification Standard. http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf
  
  The full performance level of this vacancy is GS-8.
  
  Physical Requirements: The incumbent must work in a multi-screen computer environment and be able to navigate easily between various VA programs (e.g., VistA, CPRS, VSE). Work is mostly sedentary but may require some standing, walking, bending, twisting, and stair climbing. Some slight physical effort may be required, such as lifting papers and notebooks and keyboarding.

Responsibilities:

Duties and responsibilities of the Supervisory Medical Support Assistant include but are not limited to:

a. Monitors and makes work assignments for lower grade MSA positions.
b. Provides input on MSA 6 & 7 performance and resolves workplace issues.
c. Supports clinics regarding clinic profile management and utilization via various reports.
d. Responsible for the daily staffing of assigned clinics, assuring adequate support staff is available; this includes coordination of leave amongst the site.
e. Resolving complex problems to ensure patient services are met.
f. Identifying educational or training needs (to include coordinating on-the-job training to all new and established (MSAs)
g. Participating in hiring processes and decision selections.
h. Evaluates performance, completes Performance Appraisals, and assists in taking disciplinary action when necessary.
i. Is responsible extracting and analyzing data in order to provide reports in support of performance measures to senior management.
j. Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient.
k. Assures that all appropriate VA forms are used correctly and regulations followed.
l. Additional duties or tasks may be assigned by the supervisor to ensure efficient daily operations. In the performance of official duties, the employee has regular access to printed and electronic files containing sensitive data which must be protected under the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statutes and policy, and VHA procedures. The employee is responsible for (1) protecting data from unauthorized release of form loss, alteration, or unauthorized deletion, and (2) following applicable regulations and instructions regarding access to computerized files and user ADP security as set out in the computer access agreement which the employee signs. As a front line contact with patients and staff, the incumbent sets 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 In the scheduling role, the incumbent supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. The patient may also present the Veterans Identification Card (VIC) for identification. He/she must use each interaction with the patient to validate and update patient demographic information during check-in or over the phone to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Explains the VA's mandate to collect insurance information from Veterans, their families, and other eligible patients. He/she collects, scans, and updates health insurance information serving a major role in the revenue process. This incumbent contributes to the revenue collection process by identifying patients with third party insurance.

Work Schedule: Monday - Friday, 7:30 - 4:00
Compressed/Flexible Work Schedule: Not Authorized
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #:523-F01354
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
Financial Disclosure Report: Not required

NOTIFICATIONS:

• This position is not a bargaining unit position.
• Position is in the excepted service.
• Will be required to travel to other campuses within VA Boston Healthcare System as needed.
• Current and former federal employees must submit copies of their most recent non-award SF50 (notice of personnel action). The SF50 must identify the position, title, series, grad, step, tenure and type of service (competitive or excepted). In some cases, more than one SF50 may be required to show a higher grade previously held.