Supervisory Medical Support Assistant

U.S. Department of Veterans Affairs; Chicago (IL); On-site; USD 60,000 - 75,000; Full time

Job summary

The Supervisory Medical Support Assistant (MSA) at the U.S. Department of Veterans Affairs leads and directs a team of MSAs and subordinate staff to assure accurate appointment management and coordination of all administrative information between professional staff and patients.

Responsibilities include ensuring proper scheduling, training staff on policies, providing guidance on operations, and producing reports for senior management.

Qualifications

• High school diploma or GED or equivalent/proficiency certificate
• English language proficiency required
• Experience: None
• Licensure/Certification/Registration: None
• Grandfathering provision may apply for current VA employees
• One year of creditable supervisory MSAs experience at GS-07 or equivalent is required for the GS-08 grade
• Demonstrated knowledge, skills and abilities in leading patient support staff and interprofessional teams
• Ability to manage staff scheduling, training, and performance evaluations
• Ability to collaborate and maintain quality patient care under policy regulations
• Ability to oversee data reporting and program direction in a VA medical center

Responsibilities

• Supervise and direct the MSA staff and subordinate team leaders
• Ensure accurate scheduling of patient appointments
• Assign workload and monitor staffing coverage
• Provide guidance on policies and procedures to staff
• Extract and analyze data to provide reports to senior management
• Coordinate with interdisciplinary teams to facilitate care
• Oversee training, onboarding, and performance evaluations
• Manage fiscal matters and forecast resource needs

Skills

MSA supervision

Staff leadership

Scheduling appointments

Policy guidance

Data extraction & reporting

Education

High school diploma

Job description

Summary

The Supervisory MSA is responsible for assuring accurate appointment management and the coordination of all administrative information between the professional staff and the patient. The Supervisory MSA knows updating and verifying demographic information - scheduling appointments - collecting insurance information - data entry - administratively managing consultation requests and notifying the patient of his/her scheduled appointment.

Summary

The Supervisory MSA is responsible for assuring accurate appointment management and the coordination of all administrative information between the professional staff and the patient. The Supervisory MSA knows updating and verifying demographic information - scheduling appointments - collecting insurance information - data entry - administratively managing consultation requests and notifying the patient of his/her scheduled appointment.

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
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C.7403(f)
• 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 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)
• In addition to the basic requirements for employment listed above - the following experience criteria must be met: Grade Determinations: Supervisory Medical Support Assistant GS-08 Experience: One (1) year of creditable experience equivalent to the next lower grade level (GS-07) leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient - outpatient - or interdisciplinary setting? Examples of creditable experience include but are not limited to: responsible for daily workload assessments - assigning work - and assuring proper staffing coverage
• evaluating training records
• and determining training needs of MSAs to provide support across interdisciplinary settings
• 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
• AND - In addition to the experience above - the candidate must demonstrate the following KSAs: DEMONSTRATED KNOWLEDGE - SKILLS AND ABILITES: 1
• Advanced knowledge of managing or leading patient support staff in a clinic
• This includes independently utilizing reference sources - decision making - and 13 empowering the team to collaborate and resolve problems within a complex systems environment
• 2
• 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
• 3
• 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
• 4
• Ability to provide briefings - orientations - staff development - and training in a patient support setting
• 5
• Ability to manage fiscal matters - forecast resource and equipment needs - and identify budget needs
• 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 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
• Preferred Experience: One year of experience equivalent to the GS-07 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient - outpatient - or interdisciplinary setting
• Reference: For more information on this qualification standard - please visit https://www.va.gov/ohrm/QualificationStandards/
• 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
• Physical Requirements: The work is mostly sedentary
• It typically requires sitting with sustained periods of concentration
• There will be some walking - standing - bending - and carrying of relatively light objects
• The position may also require stooping - reaching - lifting - pulling - and other moderate exertion or strain
• The incumbent will travel throughout the medical center to interact with assigned staff and attend meetings.

• Total Rewards of a Allied Health Professional Responsible for supervising subordinate Advanced Medical Support Assistant within the service
• Evaluating the work of subordinate staff
• resolving complex problems to ensure patient services are met and evaluating new products - equipment and systems to make recommendations for improved operations
• Identifying educational or training needs and making final decisions on hiring selections
• time and leave
• Managing clinic closures (blocking/cancellations)
• evaluating performance and taking disciplinary action when necessary
• Works collaboratively with facility programs - services - and interprofessional coordinated care team members to facilitate access to care through focused efforts on meeting the needs of Veterans via various available contact modalities to include but not limited to telephone calls - secure messaging - chat - text messaging and videoconferencing
• Assures coverage of all areas of responsibility and conducting ongoing reviews/audits to ensure quality of work
• Ensuring accurate and timely scheduling of appointments
• providing guidance to staff members to include changes in policies and procedures and distributing and balancing workload
• Orienting and providing on-the-job training for new and current employees and ensuring all training requirements are met
• Organizing the work structure of his/her assigned areas and acting as liaison between MSAs and other staff in order to resolve day to day conflicts
• Assists in collaboration of an interdisciplinary coordinated care delivery model and performs all related duties and customer service and other duties assigned for the proper and timely treatment of patients
• Assure appointment schedules are maintained by all scheduling staff and ensuring accuracy of movements on patient Movement Reports
• Performs all other duties as assigned
• Work Schedule: Monday - Friday 8:30am to 5:00pm and every other weekend Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases
• When setting pay - a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade)
• Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave - 13 days of sick leave - 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual - based on prior [work experience] or military service experience
• Parental Leave: After 12 months of employment - up to 12 weeks of paid parental leave in connection with the birth - adoption - or foster care placement of a child
• Child Care Subsidy: After 60 days of employment - full time employees with a total family income below $144 -000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66
• Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position
• Functional Statement #: 08103F Permanent Change of Station (PCS): Not Authorized