Supervisory Medical Support Assistant

Summary

The Supervisory Medical Support Assistant is responsible for the planning, directing and controlling of a full range of administrative and clerical support functions as they relate to all outpatient treatment areas. This supervisor administers a program that is broad, diversified and which requires high performance and leadership qualities of the incumbent. The effectiveness with which the assignments are accomplished has a significant impact on the overall mission of the Health Care System.

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Overview

• Accepting applications

• Open & closing dates

09/16/2024 to 09/25/2024

• Salary

$65,065 - $84,582 per year

• Pay scale & grade

GS 8

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Location

1 vacancy in the following location:

• Muskogee, OK

• Remote job

No

• Telework eligible

Yes-as determined by the agency policy.

• 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

Not Required

• Drug test

No

• Position sensitivity and risk

Non-sensitive (NS)/Low Risk

• Trust determination process

• Credentialing

• Suitability/Fitness

• Financial disclosure

No

• Bargaining unit status

No

• Announcement number

CBSU-12545724-24-JN

• Control number

809688100

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This job is open to

• Internal to an agency

Current federal employees of this agency.

Clarification from the agency

Open to current permanent employees of the Eastern Oklahoma VA Health Care System only.

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Duties

The Supervisory Medical Support Assistant (SMSA) for Community Care Network (CCN) monitors and makes work assignments, evaluates performance, resolves daily workplace issues and maintains efficient workflow.

• Provide technical and administrative supervision; oversee daily operations of the unit, ensure that agency policies and priorities are being followed; develop performance standards; and evaluate work performance of subordinates.

• Establish procedures to meet accreditation standards and consistently monitor staff to ensure services provided meet nationally accepted standards and are maximally cost effective.

• Analyze, evaluate, and advise on the effectiveness of work methods and procedures, organizations, space and manpower utilization, management controls, information and documentation systems and similar functions of management.

• Manage and prioritize resources in a cost-effective and efficient manner.

• Develop workload-based staffing standards.

• Ensure staff use current tools and conform to current directives and policy.

• Develop and maintain functioning monitors and submit results in a timely manner to the Scheduling Manager or Community Care Manager as required.

• Conduct surveys and reviews to ensure that optimal program efficiencies are achieved, and those resources are being appropriately and fully utilized.

• Provide effective planning direction by identifying needs and potential issues/concerns, deciding flexibilities in operations and constructive cost-effective approaches to the resolution of problems.

• Hear and resolve minor complaints; refer serious unresolved complaints to a higher-level supervisor or manager; effect minor disciplinary measures and recommend action in more serious cases.

• Interview candidates for positions; recommend appointments, promotions, and reassignments to unit positions;

• Carry out Equal Employment Opportunity policies and program activities.

• Ensure personnel follow operational, safety, personnel and conduct requirements.

• Monitor daily staffing levels and ensures equal distribution of workload/coverage daily.

• Manages all aspects of the assigned MSAs and the leads in the team.

• Adhere to VHA policy regarding scheduling.

• Ensure use of standardized tools including Consult Toolbox, VSE, ICB scanners, etc.

• Identify workload backlogs and potential procedural problems by observation/monitoring of team activities; bringing concerns to the attention of the Scheduling Manager or Community Care Manager as appropriate.

• Provide weekly, monthly and quarterly reports within established time frames and report to the supervisor.

• Collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.

• Review staff competency folders regularly to ensure current information and that staff are capable and competent.

• Identify and provide for training needs; find ways to improve production or increase the quality of work within the area of authority.

• Attend VISN and national calls on scheduling and access; disseminates to staff; updates competency folders with changes.

• Assist with contacting Veterans to explain pending or new consult requests, recalls or orders for complex situations. Ensure that Veteran appointments are made based on current access and regulations. Ensure patient needs are met.

• Effectively communicate with providers both orally and in writing.

• Incorporate training and education modules into teams.

• Oversee adoption and utilization of new tools, technologies, and SOPs into staff and facility work plan.

• Screen/receive phone courteously and timely, provide information using privacy rules and established clinic processes.

• Perform quality control and monitoring, ensuring patient documents are linked to the correct consult and closed accurately. When records are received, ensure that necessary health/administrative information is integrated into Computerized Patient Record System (CPRS).

Work Schedule: Full-Time, Monday through Friday; 8:00 a.m.

• 4:30 p.m. with the possibility of extended hours and weekends.

Telework: Regular telework, up to 6 days per pay period, as authorized by Supervisor.

Virtual: This is not a virtual position.

Functional Statement #: 54034A (Muskogee Business Office)

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized

Financial Disclosure Report: Not required

NOTE: Candidates must be willing to work weekends, irregular work hours and extended hours. The candidate must be willing to be assigned to other related services and/or locations, if necessary. The work is usually sedentary, but requires periods of walking, standing, bending, or climbing, and employees may carry light items such as books, instruments, laptops, and other similar materials.

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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

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.

• 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

• Equivalent combination of experience and education.

• 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). In addition to the Basic Requirements defined above,

SUPERVISORY MEDICAL SUPPORT ASSISTANT, GS-08

GS-08 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.]

GS-08 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-08 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.]

The full performance level of this vacancy is GS-8.

Physical Requirements: The work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting, working with others and/or alone. As typical in an office setting, there is the possibility for multiple distractions from normal operating functions and the incumbent is expected to be able to physically perform the duties of the position, aides permitted (which may include walking, sitting, standing, reaching, and bending.) The work may also include the need for light lifting and carrying (under 15 lbs.) of work materials (i.e.: books, binders, papers, etc.).

References

For additional information regarding the Medical Support Assistant series, including a complete listing of all positions within the Medical Support Assistant career track, refer to Medical Support Assistant Qualification Standards, GS-0679, dated August 1, 2019. Visit the local Human Resources Office for additional information.

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: https://ope.ed.gov/dapip/#/home. 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/.

Additional information

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

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.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

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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.

Area of Consideration

• Eligible applicants include current permanent VA employees of Eastern Oklahoma VA Health Care System.

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.