Summary The St. Cloud VA Health Care System is recruiting for one (1) full-time Supervisory Medical Support Assistant for the Community Care Service Line. Responsibilities Supervisory MSA at this level has in depth knowledge of strategic initiatives and leads program development, implementation and evaluation. Supervisory MSA plan and direct programs at medical centers and/or satellite outpatient clinics have full supervisory responsibility. 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 MSA's activities. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. Specific Functions: Incumbent supervises the Medical Support Assistants under Community Care. This includes duties related to performance evaluations, disciplinary actions, and awards. 1. Incumbent will evaluate staff competency and coordinate training/education plans in areas needing improvement or new initiatives implemented in work processes. 2. Incumbent is responsible for the day to day oversite of administrative operations for clinical services. Incumbent will provide leadership based on working knowledge of administrative support functions, program management, and strategic initiatives. 3. Incumbent leads the development of recommendations for policy and procedure statements related to the administrative support functions. Incumbent leads the evaluation of, and initiates changes to processes, space, staff, budget and equipment based on experience and knowledge of technical operations, workload demands, and changing functions of the medical center. 4. Incumbent will assist service line leadership in the evaluation, planning, and implementation of new and improved programs. Incumbent will provide leadership in identifying opportunities for performance improvement, the development of appropriate strategies, and the evaluation of outcomes. 5. Incumbent works with administrative staff on general planning, organizing, and assigning of functions in order to meet significant changes in workload, work priorities, and deadlines. 6. Incumbent serves as contact point to resolve scheduling problems from patients, clinic staff, and other medical center departments. Resolutions support program goals and maintain customer relations for parties involved. 7. Incumbent may serve as a Call Center Manager for the scheduling call distribution center, providing oversight and training of staff. Prepares monthly reports on call center activity and ensures customer service goals are met. 8. Incumbent represents service line on various facility committees or workgroups, communicating the goals and priorities of the service line and work unit. 9. Incumbent may be assigned or rotated to special assignments as determined by immediate supervisor or next higher-level supervisor. 10. The employee will conduct scheduling activity for assigned clinics based on established scheduling policy and procedures. This includes, but is not limited to, application of scheduling priority guidelines, designation of desired appointment date, documentation of clinic cancellations and no-show activity. 11. The employee will update and/or utilize the Electronic Wait List (EWL) to accurately reflect patients waiting for scheduled appointments. 12. The employee will update and/or utilize the Primary Care Management Module (PCMM) to accurately identify the assigned provider(s) for a patient. 13. The employee will conduct regular monitoring of scheduling activity for assigned staff to ensure scheduling activity is conducted based on established scheduling policy and procedures. This includes, but is not limited to, application of scheduling priority guidelines, designation of desired appointment date, documentation of clinic cancellations and no-show activity. 14. The employee will monitor scheduling waiting times and electronic waiting list reports to ensure the Electronic Wait List (EWL) is utilized appropriately to accurately reflect patients waiting for scheduled appointments. 15. The employee will monitor Primary Care Management Module (PCMM) entries to ensure assigned provider(s) for active patient are accurate and inactive patient providers assignments are removed per local procedures. Work Schedule: Monday - Friday, 8:00 a.m. - 4:30 p.m. Financial Disclosure Report: Not required Requirements Conditions of Employment Qualifications 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. (1) 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, (2) Education. One year above high school; OR, (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. 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: GS-8 Supervisory Medical Support Assistant In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below. Experience. One year of experience equivalent to the GS-7 grade level, Examples of experience may include: Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. Ability to provide staff development and training. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. AND 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 related to administrative functions 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. All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to clearly demonstrate your experience in your application package may result in disqualification. Please see the Required Documents section below for resume requirements. References: VA Handbook 5005/117 Part II Appendix G45 Medical Support Assistant Qualification Standards The full performance level of this vacancy is GS-8. The actual grade at which an applicant may be selected for this vacancy is GS-8. Physical Requirements: See VA Handbook 5019 Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. 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 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.
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