The Supervisory Medical Support Assistant (Supervisory MSA) will perform administrative support duties that may be performed in a Clinic Based Outpatient Clinic (CBOC), Call Center, Inpatient Clinic, or Outpatient Clinic. The Supervisory MSA will interact with both internal and external customers; establishing and maintaining medical outpatient and inpatient charts as well as administrative records.
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. One year of experience equivalent to the GS-07 grade level leading or supervising MSA's or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Physical Requirements. See VA Directive and Handbook 5019 English Language Proficiency. MSA's must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. 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). 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: (1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as a MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, a MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time work week of credit for each two-weeks of service.Grade Determination: Supervisory Medical Support Assistant, GS-07 Candidates must demonstrate all of the Knowledge, Skills, and Abilities (KSA's) 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. References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standards GS-0679The full performance level of this vacancy is GS-07. The actual grade at which an applicant may be selected for this vacancy is GS-07. Physical Requirements: Light lifting and carrying, under 15 pounds; Repetitive computer use.
The Supervisory MSA will assist with verifying third party insurance and updating information in the Insurance Capture Buffer (ICB) system; obtaining medical information from patients; coordinating information and actions related to patient care and services; and scheduling appointments in accordance with VHA national scheduling guidelines. Supervisory MSA plans and directs program's at medical centers and/or supervisory responsibility. Assignments at this level include, but are work of subordinate MSA staff; resolving complex problems to ensure products, equipment, and systems to make recommendations for improved educational or training needs; making final decisions on hiring selections; disciplinary action when necessary. The employee has full administrative planning and directing the MSA's activities. For all assignments above 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 Supervisory MSA at least 25 percent of the time. The Supervisory Medical Support Assistant plans and accomplishes work independently using guidelines she/he has been trained to follow, referring only the unusual, difficult or complex cases to the supervisor. The supervisor reviews and monitors job performance periodically to assure that intent and mission of the program is accomplished, and guidelines are followed. The incumbent also receives program direction and guidance from the team's leadership, i.e., charge nurse and medical director. Relationships with management, co-workers, patients, Veterans, and the general public are consistently courteous, respectful, and cooperative in nature. Incumbent will display a cooperative attitude and will effectively work together to achieve the organization's mission and goals. Incumbent will ensure productivity is maintained at the established level for the program for which he/she is responsible. It is often necessary to ask questions in order to get specific information from confused customers and by checking with other sources; the incumbent will determine the nature of the issue and explain to the veteran how best to resolve the issue or refer the Veteran to the correct service/representative who can. Provides care and/or services appropriate to the age of the patients being served, and which is appropriate to the cognitive; emotional, and chronological maturation of the patient. Assesses data reflective of the patient's status and interpret the information needed to identify each patient's requirements relative to their age-specific needs and to provide care needed as described in the services' policies and procedures. Takes into consideration age-related differences of the various veteran populations with this institution. The incumbent must demonstrate the knowledge of the changes associated with aging and possess the ability to provide care/support based upon age related factors. Ensures staff receives training in these categories. Sensitivity to the special needs of all patients in respect to age, developmental requirements, and culturally related factors must be consistently achieved. Other duties may be assigned by the service. Work Schedule: M-F; 8:00am-4:30pm Telework: Position not eligible Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not authorized Financial Disclosure Report: Not required