The Supervisory Medical Support Assistant (MSA) serves as the direct line supervisor for the GS-7 Supervisory Medical Support Assistant(s) staff and is a foundational role within the Outpatient Clinic Section, Ward Administration Section, Patient Administration Section and Centralized Scheduling Unit. The Supervisory MSA will also serve as the direct line supervisor for the GS-7 Supervisory MSA staff at any of the Community Based Outpatient Clinics within the Philadelphia, Pa VAMC.
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The Supervisory MSA plans and directs programs at the medical centers and/or satellite outpatient clinics. Maintains full responsibility for supervision and performance of the MSA assigned to Health Administration Service (HAS).
Assigns and evaluates the work of subordinate staff, resolving complex problems to ensure patient services are met, evaluates new products, identifies educational training needs, makes final decisions on selections, evaluates performance and takes disciplinary action when necessary.
Works collaboratively in an interdisciplinary coordinated care delivery model delivering customer service, timely treatment of patients, assist with clinic access contingency plans by adjusting appointment times, location or dates, supports patient safety standards using the correct Veterans Affairs identification of all patients.
Assures MSA staff explains the VAs mandate to collect insurance information to veterans, their families and other eligible patients. Promotes veteran registration for and utilization of MyHealtheVet (MHV). Ensures all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS). Screen receive telephone calls
Train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: a) schedule appointments and utilize the Electronic Waiting List b) notifies his/her supervisor when clinic access is less than desirable or if a patient cannot be scheduled within mandated timeframes. c)daily review of active/pending consults, electronic wait list, recall list and audiocare communications for accuracy and disposition.
Participate in daily teamlet huddles and weekly team meetings where patient care planning and management occur.
Independently manage position responsibilities, set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patients needs.
May be asked to assist in the Beneficiary Travel Program and Enrollment and Eligibility Sections and sections within HAS.
Ensures efficient operation of facility kiosks.
Work Schedule: Monday
Friday, 7:30 am
4:00 pm (Includes various other shifts during the day, potential evenings, weekends, and holidays)
Financial Disclosure Report: Not required
0679 Medical Support Assistance
Conditions of Employment
You must be a U.S. Citizen to apply for this job
Designated and/or random drug testing may be required
Selective Service Registration is required for males born after 12/31/1959
You may be required to serve a probationary period
Subject to a background/security investigation
Must be proficient in written and spoken English
Selected applicants will be required to complete an online onboarding process
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.
United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
Physical Requirements:See VA Directive and Handbook 5019
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: 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
Education: One year above high school
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).
Grade Determinations: Applicants must have, 1-year of specialized experience equivalent to the next lower grade level (GS-7): Specialized experience includes but not limited to: responsibility for daily workload assessments, assigning work, assuring proper staffing coverage, evaluating training records and determining training needs of MSAs. Resolving complex problems to ensure patient services are met; evaluating new products, equipment and systems to make recommendations for improved clinic operations; make final decisions on hiring selections; and taking disciplinary action when necessary.
GS-8: 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 advancement
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.
References: VA Handbook 5005/117, Part II, Appendix G45
The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the GS-8.
Physical Requirements:Duties require extensive periods of standing and walking. Working with patients requires regular and recurring bending, lifting, stooping, stretching and similar activities.
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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.
Department Of Veterans Affairs