The employee serves as a Supervisory Medical Support Assistant assigned to the Health Administration Service (HAS) at the VISN 8 Clinical Contact Center (CCC). The Clinical Contact Center is a specialized program that provides virtual healthcare assistance to Veterans through the utilization of triage nurses, Licensed Independent Practitioners (LIPs), Pharmacists, and administrative staff. The VISN 8 CCC will provide 24/7 care to Veterans residing within the catchment area of VISN 8.
Basic Requirements: Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). 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. 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: Lead Medical Support Assistant, GS-8 Experience. One year of experience equivalent to the GS-7 grade level 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 Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 1.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. 2. 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. 3. Ability to provide briefings, orientations, staff development, and training [in a patient support setting. 4. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. 5. 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: 1-2 years of Lead MSA or Supervisory experience at the GS-7 level, prior call center experience, knowledge of VS GUI and VHA Scheduling Directive Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-08. Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment.
The employee will be responsible for the direct supervision of administrative support staff. Personnel may include Lead Medical Support Assistant (MSA), Advanced Medical Support Assistant and Medical Support Assistant. He/she will be responsible for the customer service, enrollment, eligibility, pre-registration, scheduling, appointment management, insurance collection, management of patient first contact resolution process and patient information collection management. The employee manages the programs through adhering to program controls, directly supervising staff, monitoring, reporting, and providing training on program regulations to direct staff and other employees throughout the Clinical Contact Center. He/she develops and implements strategies to carry out efficient and effective operations with the aim of meeting objectives, budget, and revenue targets The employee supervises, schedules, and monitors assignments for employees within the Health Administration Service of the VISN 8 CCC. Reviews telephone performance metrics, completes scheduling audits, reviews consults, customer satisfaction responses and Process and Benefits reports to ensure accuracy and compliance of such report. Take appropriate action to correct discrepancies and concerns in a timely manner. The employee is responsible for the duties and functions of the staff assigned to his/her supervision. Conducts monthly staff meeting to disseminate information to staff and promote cohesiveness. Provides ongoing training to improve efficiency and effectiveness throughout the section; furthermore, establish a cross-training program that will provide continuity of care within the section. Works closely with the LIPs and Pharmacists to ensure completeness of encounters, appointments and consults. Identifies problems, analyzes work-flow, staffing, interrelated structures and processes, to for optimal efficiency and productivity. Employee exercises his/her own initiative in applying guidelines to complex issues related to the overall Patient Scheduling Program. This includes working with the Chief, Health Administration Service to interpret existing guidelines in order develop local policies and processes. Work Schedule: Monday-Friday 8:00am-4:30pm Telework: This position is telework eligible and exempted from return to office requirements. This position will be reviewed annually and do not imply permanent telework status. Current employees will be granted an exception to remain in the current duty station location if outside VISN 8. Virtual: This is not a virtual position. Functional Statement #: 10021F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized