Supervisory Medical Support Assistant

Description:

The Supervisory Medical Support Assistant (MSA) is responsible for ensuring the management of accurate and timely patient care coordination in outpatient clinics (primary and/or specialty), coordinating clinic administrative support activities in conjunction with the clinic director, nursing team leader and staff. Incumbent responsible for leading staff to carry out administrative activities in a patient centered manner.

Requirements:

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. 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.
• 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.
• Physical Requirements. See VA Directive and Handbook 5019.
• 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 : In addition to the basic requirements, the following education and experience criteria must be met when determining the grade of candidates:
Supervisory Medical Support Assistant, GS-7

• Experience . One year of experience equivalent to the GS-6 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 plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assignments at this level include, but are not limited to: 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. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. 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:
  • i. Ability to provide the full range of administrative and supervisory duties [in a patient support setting,] which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements].
  • ii. 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. iii. Ability to provide briefings, orientations, staff development, and [training related to administrative functions in a patient support setting].
  • iv. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities.

Preferred Experience:

• 1 year work experience scheduling medical appointments
• 1 year auditing appointments
• Experience training and orienting Medical Support Assistants
• 1 year experience performing competency assessments on schedulers
• Experience collaborating with clinical staff
• Experience resolving customer/patient complaints

References: VA HANDBOOK 5005/117 PART II APPENDIX G45

The full performance level of this vacancy is GS-7.

Physical Requirements: This work is mostly sedentary and requires bending, walking, standing, and carrying or pulling of items. May involve travel to and from the parent facility as needed.