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Veterans Affairs, Veterans Health Administration Supervisory Medical Support Assistant in Worcester, Massachusetts

Summary Primary Care is seeking a Supervisory Medical Support Assistant at VA Central Western MA in VISN 1, VA New England Healthcare Network. The position is responsible for planning, directing, and controlling work for the lower grade Medical Support Assistants in their assigned outpatient clinical settings. Work is performed collaboratively in an Interdisciplinary Coordinate Care delivery model (Patient Aligned Care Team). Responsibilities The employee maintains a close relationship with the Service Care Lines administrative offices to ensure outpatient clinics are operating in a timely and efficient manner. The incumbent shall have extensive knowledge of various policies and procedures relating to the business rules regarding Pre-registration, Scheduling (Appointment Management and Recall), clinic profile management and utilization, scheduling/tracking consults, Advanced Clinic Access Procedures, Community Care referrals, Performance Measures, KIOSKs, Insurance Card Buffer (ICB) and the proper flow of work to and from the various teams, services and care lines and contributes significantly to the daily business activities. Duties may include, but are not limited to: Responsible for planning, organizing, and directing the work of lower medical support assistants. The employee establishes work priorities, identifies developmental training needs of employees and provides or arranges for training when required. He/she works closely with their Supervisor to identify and develop training which meets the needs of the MSA and administrative/clinical data capture requirements. Assignment of work based on requirements and resources available, to efficiently and economically accomplish the work to meet program goals and established objectives. Reviews work produced and analyzes weekly reports to evaluate production and takes appropriate action to resolve backlogs, scheduling errors, ICB Capture, EARR Review and Pre-Registration Data. Conducts regular staff meetings with the medical support assistants to update them on policy changes and new procedures. S/he attends required Section meetings and other meetings throughout the facility as deemed appropriate. The employee may serve on workgroups and/or committees as deemed appropriate. Incumbent may be called to assist in audits or studies relating to the clinical setting. Serves as point of contact for resolving patient issues especially regarding appointment and scheduling concerns. Maintains clerical guidelines and manuals as well as preparation of material to be used in training new employees. Training materials used shall be developed by their Supervisor and conform to the most up-to-date procedures. Incumbent will also be responsible for training auxiliary personnel such as temporary, work study, and volunteers used for intermittent heavy workload areas. Performs work involving collection, compilation, and/or tracking of data and statistical information in support of several VA, VISN, and local programs (i.e. Advanced Clinic Access Procedures, Electronic Waiting List, KIOSKs, Missed Opportunities, Consultation Management, Encounter Actions, Clinic Profile management and utilization and Patient Reminder Phone calls). The employee assists in the planning, review, and reporting the data. S/he establishes protocols and coordinates incoming data from a variety of sources. The incumbent performs a basic analysis of the data and generates a variety or reports. Work Schedule: Mon - Fri 7:30am - 4:00pm Financial Disclosure Report: Not required Requirements Conditions of Employment Qualifications 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. Experience and Education. 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. 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). Preferred Experience: Supervisory experience Grade Determinations: Supervisory Medical Support Assistant, GS-8 Experience. One year of experience equivalent to the GS-7 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. (Examples of experience at the GS-7 grade level include, but are not limited to: 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. 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.) Demonstrated 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 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. References: VA Handbook 5005 Appendix G45 The full performance level of this vacancy is GS-8. Physical Requirements: No special physical exertion is required. The work is primarily performed while sitting though some work may require periods of standing. The regular and recurring work of the position involves sitting at a desk. Occasional use of automobile and public conveyances may be required. 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: 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: 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. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. 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 job opportunity announcement may be used to fill additional vacancies. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. 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. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members. If you are unable to apply online view the following link for information regarding an Alternate Application.