Supervisory Medical Support Assistant (Business Office)

Summary

The Greater Los Angeles VA Health Care System is currently recruiting for a Supervisory Medical Support Assistant in the Health Administration Service. The incumbent's work includes functions such as serving as an initial point of contact for the units, outpatient clinics, and patients, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems.

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Overview

• Accepting applications

• Open & closing dates

07/03/2024 to 07/12/2024

• Salary

$67,389 - $87,603 per year

• Pay scale & grade

GS 8

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Location

1 vacancy in the following location:

• Los Angeles, CA 1 vacancy

• Remote job

No

• Telework eligible

No

• Travel Required

Not required

• Relocation expenses reimbursed

No

• Appointment type

Permanent

• Work schedule

Full-time

• Service

Excepted

• Promotion potential

None

• Job family (Series)

0679 Medical Support Assistance

• Supervisory status

Yes

• Security clearance

Other

• Drug test

No

• Position sensitivity and risk

Non-sensitive (NS)/Low Risk

• Trust determination process

Suitability/Fitness

• Announcement number

CBSX-12468670-24-MB

• Control number

798523600

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This job is open to

• Internal to an agency

Current federal employees of this agency.

Clarification from the agency

First consideration will be given to Current, Permanent Greater Los Angeles VA Health Care System Employees. Second area of consideration will be given to all other candidates. Due to provisions of 38 U.S.C. 7412, Annual Determination of Staffing Shortages. Veterans' Preference DOES NOT apply.

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Duties

Duties include but 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.

• The Supervisory Medical Support Assistant (MSA) is responsible for ensuring the management of accurate and timely patient care coordination in all outpatient clinics (primary and/or specialty) at all sites. Coordinating clinic administrative support activities in conjunction with the clinic director, nursing team leader and staff.

• Incumbent responsible for leading staff to carry out administrative activities in a patient centered manner. This includes enabling staff to provide excellent customer service and immediate responsiveness over the phone or in person.

• Incumbent deals with all levels of the general public and medical center staff. The incumbent acts as contact and resource for answering a variety of patient's questions regarding VA health care access, primary care systems, concerns, complaints, and eligibility.

• Incumbent deals with all levels of the general public and medical center staff. The incumbent acts as contact and resource for answering a variety of patient's questions regarding VA health care access, primary care systems, concerns, complaints, and eligibility.

• The incumbent receives personal and telephone contacts form a variety of callers, including patients, patients families and representatives, physicians, nurses, various service employees and staff within the organization. Requires excellent skills in Customer Service.

• The work involves gathering information, identifying issues and developing recommendations to resolve substantive problems with the Outpatient Clinic Section. Originality is required in refining existing work methods and techniques to ensure administrative goals are met. The incumbent constantly works under competing priorities, and must prioritize tasking using knowledge or organizational goals and priorities.

• Evaluates work performance and completes performance appraisals and disciplinary actions for all employees assigned to section. Reviews and approves or disapprove routine leave request. Provides information and input to the Outpatient Clinic Operations Manager concerning promotions, reassignments, recognition of outstanding performance and other personal issues.

• The incumbent coordinates and approves the leave of assigned specialty clinic line MSAs, and arranges cross coverage in order to provide adequate telephone coverage. The incumbent instructs employees in assigned tasks and job techniques, conducts formal and informal on-the-job training, and answers questions on procedures, policies and directives.

• The incumbent sets up clinic profiles in consultations with the appropriate clinical and administrative and outpatient clinic MSAs, in addition, he/she cancels, reschedules, and blocks clinic appointments based on provider schedules in accordance with approved provider leave and facility policy. This will require tracking leave of administrative and clinical staff. In the event of clinic cancellations, incumbent ensures that patients are notified according to policy.

• The incumbent ensures that all annual training requirements are completed by all staff under his/her supervision in accordance with VA policy.

• Meets the needs of the Veteran customers while supporting VA missions. Consistently communicates and treats customers (Veterans, their representatives, visitors, and all VA staff) in a courteous, tactful, and respectful manner. Provides the Veteran with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.

• 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.

Work Schedule: Full-time, Monday through Friday (8:00am - 4:30pm)

Compressed/Flexible:Not Available

Telework: Not Available

Virtual: This is not a virtual position.

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized

Financial Disclosure Report: Not Required

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Requirements

Conditions of Employment

• You must be a U.S. Citizen to apply for this job.

• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.

• 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.

• Must pass pre-employment physical examination.

• 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

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:

• 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 3.j.

• 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.

• 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).

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:

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 demonstrate all of the KSAs below:

• i. 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.
• ii. 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.
• iii. Ability to provide briefings, orientations, staff development, and training in a patient support setting.
• iv. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
• v. 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.

References: VA Handbook 5005, Part II, Appendix G45The full performance level of this vacancy is GS-08. The actual grade at which an applicant may be selected for this vacancy is GS-08

Physical Requirements: Work is accomplished in a routine office setting and usually seated. Moderate amount of walking is required to communicate with other services throughout the Medical Center.

Education

There is no educational substitution at the GS-08.

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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• Benefits

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new window

Learn more about federal benefits.

Review our benefits

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.