SUPERVISORY MEDICAL SUPPORT ASSISTANT
The incumbent assigns and evaluates the work of clerical staff, with full administrative and professional accountability for planning and directing the MSAs activities. Functions and duties are as follows but not limited to:
Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and perform all related duties; customer service and other 'duties assigned for the proper and timely treatment of patients Assures appointment schedules are maintained by 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 Coordinates efforts to ensure all aspects of duties are accomplished efficiently, timely, and correctly Plans and carries out the day-to-day operation of the Ambulatory Care Outpatient clinical areas including Spokane Primary Care, Wenatchee CBOC and Coeur d'Alene CBOC Provides technical and management guidance necessary to achieve the optimum use of the support service resources, which requires the application of highly specialized knowledge and skills Manages staffing requirements, organize work, set priorities and delegate tasks in order to meet deadlines Works with Human Resources Management Office in participating in all steps of the recruiting and hiring process to expeditiously recruit for vacant positions and to select qualified employees including obtaining at least two references for the selectee Listens to and resolves complaints from employees, referring grievances and serious unresolved complaints to a higher level management Establishes results-oriented plans with subordinate employees with cascaded goals within 30 days of the beginning of the performance appraisal cycles Provides employees with feedback on performance informally on a regular basis Complies with Employee Education requirements by completing mandatory annual assignments through the Talent Management System (TMS), or other electronic, online training resources, and complies with any other training or education requirements as determined by the supervisor Demonstrates knowledge of Joint Commission requirements specific to his or her job; such as patients' rights, emergency preparedness, information security ethical conduct, and environment of care Demonstrates technical competency in the use of the VISTA and CPRS systems Demonstrates knowledge of internal organizational procedures, various facility services, commonly used medical terminology and abbreviations, as well as VA acronyms and their meaning Applies knowledge of Medical Terminology, demonstrates advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians in order to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility Work Schedule:
Monday - Friday, 8:
00 am - 4:
30 pm Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/02/2020. 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. Certification. None required. Grade Determinations:
Minimum Experience for the GS-8. 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. 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. 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, Part II, Appendix G45, August ,2019 The full performance level of this vacancy is GS-8. Physical Requirements:
The work is mostly sedentary, but requires intermittent sitting, standing, walking, bending, reaching, pulling, and light lifting, or carrying of light items weighing less than 15 pounds such as medical records, office supplies, and files. The work requires walking inside the facility, outside the main hospital and within the main hospital when necessary for meetings. The work requires the use of a keyboard, computer and telephone. The incumbent works at a workstation, in an office setting. The work environment is busy, requiring the incumbent to multi-task to not only supervise subordinates but to also manage a myriad of processes and procedures for a high workload volume from Veterans inquiring about their appointments, or their status. The work is generally performed within the Mayfair Building, the Mann-Grandstaff VA Medical Center or designated satellite offices in Spokane, Washington, which may require travel at times.
Estimated Salary: $20 to $28 per hour based on qualifications.
Works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT) and perform all related duties; customer service and other 'duties assigned for the proper and timely treatment of patients Assures appointment schedules are maintained by 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 Coordinates efforts to ensure all aspects of duties are accomplished efficiently, timely, and correctly Plans and carries out the day-to-day operation of the Ambulatory Care Outpatient clinical areas including Spokane Primary Care, Wenatchee CBOC and Coeur d'Alene CBOC Provides technical and management guidance necessary to achieve the optimum use of the support service resources, which requires the application of highly specialized knowledge and skills Manages staffing requirements, organize work, set priorities and delegate tasks in order to meet deadlines Works with Human Resources Management Office in participating in all steps of the recruiting and hiring process to expeditiously recruit for vacant positions and to select qualified employees including obtaining at least two references for the selectee Listens to and resolves complaints from employees, referring grievances and serious unresolved complaints to a higher level management Establishes results-oriented plans with subordinate employees with cascaded goals within 30 days of the beginning of the performance appraisal cycles Provides employees with feedback on performance informally on a regular basis Complies with Employee Education requirements by completing mandatory annual assignments through the Talent Management System (TMS), or other electronic, online training resources, and complies with any other training or education requirements as determined by the supervisor Demonstrates knowledge of Joint Commission requirements specific to his or her job; such as patients' rights, emergency preparedness, information security ethical conduct, and environment of care Demonstrates technical competency in the use of the VISTA and CPRS systems Demonstrates knowledge of internal organizational procedures, various facility services, commonly used medical terminology and abbreviations, as well as VA acronyms and their meaning Applies knowledge of Medical Terminology, demonstrates advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians in order to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility Work Schedule:
Monday - Friday, 8:
00 am - 4:
30 pm Financial Disclosure Report:
Not required To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 10/02/2020. 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. Certification. None required. Grade Determinations:
Minimum Experience for the GS-8. 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. 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. 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, Part II, Appendix G45, August ,2019 The full performance level of this vacancy is GS-8. Physical Requirements:
The work is mostly sedentary, but requires intermittent sitting, standing, walking, bending, reaching, pulling, and light lifting, or carrying of light items weighing less than 15 pounds such as medical records, office supplies, and files. The work requires walking inside the facility, outside the main hospital and within the main hospital when necessary for meetings. The work requires the use of a keyboard, computer and telephone. The incumbent works at a workstation, in an office setting. The work environment is busy, requiring the incumbent to multi-task to not only supervise subordinates but to also manage a myriad of processes and procedures for a high workload volume from Veterans inquiring about their appointments, or their status. The work is generally performed within the Mayfair Building, the Mann-Grandstaff VA Medical Center or designated satellite offices in Spokane, Washington, which may require travel at times.
- Department:
0679 Medical Support Assistance - Salary Range:
$47,899 to $62,269 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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