Supervisory Medical Support Assistant

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. None. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration. None. NOTE: This provision is not intended to regularize appointments/placements. Foreign Education. To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). GRADE DETERMINATIONS. In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified. Supervisory Medical Support Assistant, GS-08. (1) Experience. One year of creditable experience equivalent to the next lower grade. (2) Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs: Ability to provide the full range of administrative and supervisor 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 recommendations of awards and/or advancement. 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 prove 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 VISN CCC. This includes independently utilizing reference sources, decision making and empowering the team to collaborate and resolve problems within a complex systems environment. The full performance level of this vacancy is GS-08. The actual grade at which an applicant may be selected for this vacancy is GS-08. Preferred Experience: Leader or Supervisor of a Team r unit 6 months to 1 year, able to work independently. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability. See VA Directive and Handbook 5019. The Supervisory Medical Support Assistant (MSA) works within the VISN Clinical Contact Center (CCC) as part of an interprofessional healthcare team. The Supervisory MSA provides support across multiple ancillaries and interprofessional clinics and determines the needs of the Veteran/caregiver. The Supervisory MSA plays an integral role in achieving first contact resolution through Veteran-centered delivery of care.

• The Supervisory Medical Support Assistant is responsible for supervision and oversite of a Lead Medical Support Assistant and/or Supervisory Medical Support Assistant and all Advanced Medical Support Assistant staff assigned within their unit. The Supervisory has responsibility as a hiring official responsible for recruitment, selection, and onboarding of subordinate employees. The incumbent is responsible for continual performance assessment, training, and monitoring of program measures. Duties 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. Working collaboratively with VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging, and video. 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. Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns. Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness. Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit. Provides accurate details of organizational information to Veterans regarding the different services the VA offers. Provides high-quality customer service to Veterans and their families/caregivers. Communicates tactfully and effectively to customers. Resolves Veteran complaints as appropriate. Performs duties as assigned to ensure efficient and effective operations. Work Schedule: Various for 24/7 call center. Tours will be discussed during interviews. Remote: This is a remote position. Functional Statement #: Supervisory Medical Support Assistant/PD1006FA Relocation/Recruitment Incentives: Not authorized. Permanent Change of Station (PCS): Not authorized. Financial Disclosure Report: Not required.