The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor for the Lead Medical Support Assistant(s), all Advanced Medical Support Assistants (AMSA) and all Medical Support Assistant (MSA) staff and is a foundational role that support the Surgical Care Service at the Cincinnati VA Medical Center.
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. Must be proficient in the English language Experience/Education/Combination: 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; (Transcripts Required) OR, Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable (Transcripts Required). 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: GS-8 Experience: You must have one year of experience equivalent to the GS-7 grade level leading or supervising medical support assistants or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Experience at the GS-7 includes but is not limited to: coordinating assignments and workflow, assessing workload, assigning work, assuring proper staffing coverage, evaluating training records; determining training needs, assists the unit with complex and non-standard procedures, including clinical flow processes, 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; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. Candidates must also demonstrate all of the knowledge, skills, and abilities 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. Preferred Experience: N/A Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The work is primarily sedentary, all though some light physical effort may be required. Typically, the employee may sit comfortably to do the work. However; there may be some walking, standing, bending and carrying of light items like paper and books. No special physical demands are required to perform the work.
VA Healthcare System Serving Ohio, Indiana, and Michigan (VISN 10) advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Major Duties: Plans and directs programs at medical centers and has full supervisory responsibility for supervising at least one subordinate team leader or supervisor. Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decisions on selections; evaluating performance, and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the the Lead, AMSA's and MSAs' activities. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. Works Specialty Clinics and performs all related duties, customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by Lead, AMSA and MSA staff for one or more outpatient clinics. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full Social Security Number. Uses each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Assures Lead, AMSA and MSA staff explains the VA's mandate to collect insurance information to Veterans, their families, and other eligible patients. Assures staff collects, scans, and updates health insurance information serving a major role in the revenue process; contributes to the revenue collection process by identifying patients with third party insurance. Promotes veteran registration for and utilization of MyHealtheVet (MHV). Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA. Ensures that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to the appropriate department for scanning. Screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Trains staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities Participates in the daily teamlet huddles and weekly team meetings where patient care planning and management occur. Incumbent(s) will rotate this to assure all MSA staff is in attendance and understand the process. Manages position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Assists in the Beneficiary Travel Program and Health Benefits Advisor Office/Member Services and other duties within the clinic, especially the Community Based Outpatient Clinics or contract VA clinics. Work Schedule: Monday - Friday, 7:00 am to 3:30 pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 92832-0 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized