AddressSummary The Supervisory MSA performs administrative work in support of both inpatient and outpatient clinics such as the Patient Aligned Care Team (PACT) model, Behavioral Health Interdisciplinary Program (BHIP), Mental Health (MH) Teams, Specialty Care Setting, Geriatrics team, etc. Responsibilities Plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility (of AMSAs and/or MSAs). Assigning and evaluating the work of subordinate MSA staff Resolving complex problems to ensure patient services are met Evaluating new products, equipment, and systems to make recommendations for improved clinic operations Identifying educational or training needs Making final decisions on hiring selections Evaluating performance and taking disciplinary action when necessary. Has full administrative and professional responsibility for planning and directing the MSA's activities. Ensuring accurate and timely scheduling of appointments Providing guidance to staff members, to include changes in policies and procedures Creating and maintaining employee work schedules Acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. Provides specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model. Independently performs a full range of duties related to the delivery of healthcare services in an inpatient or outpatient setting. Utilizes specialized administrative judgment and flexibility in the use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources. Recommends changes to existing clinic procedures based on current administrative guidelines. The SMSA performs a variety of scheduling activities to include but not limited to scheduling appointments Covers clinics as determined by coverage needs and supervisor Establish and maintain medical outpatient and inpatient charts and administrative records in scheduling activities Verify third party insurance and update information in the Insurance Capture Buffer System (ICB) Verify and update demographics Coordinate Medical Support scheduling information and scheduling support actions related to patient care and services Operates computerized programs and databases in order to enter Modify and retrieve sensitive information/data into or from electronic medical records, scheduling systems, scheduling software, scheduling platforms, and/or data warehouse or scheduling queries, compliance, audits, and/or monitoring reports Set up, organize, and maintain record systems to include but not limited to timekeeping Makes appointments in a clinical setting Identify customer's concerns and MSA team concerns, perform the tasks required to resolve the issue accurately and timely to create best patient and staff customer experience, and follow-up as necessary to ensure a satisfactory resolution. Other duties as assigned Work Schedule: Monday - Friday 7:30am - 4:00pm Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized PCS Appraised Value Offer (AVO): Financial Disclosure Report: Not required 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. 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 Basic Requirements: To qualify for this position, applicants must meet all requirements by the closing date of this announcement. United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. 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. Certification. None required. 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 3j. Experience for the GS-7 Supervisor. One year of experience equivalent to the [GS-6] grade level [leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting]. Assignment. Supervisory MSAs plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assignments at this level include but are not limited to: assigning and evaluating the work of subordinate MSA staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved clinic operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. 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. 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 [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 related to administrative functions in a patient support setting]. iv. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. Must be able to pass the national scheduling training competency and exam within 90 days of employment. Physical Requirements: The work is administrative which requires standing, walking, sitting, stooping, bending, lifting light objects, answering telephone and data entry in VISTA/CPRS. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. 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 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 to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application.
