Skip to main content

This job has expired

Supervisory Medical Support Assistant

Employer
USAJobs
Location
Perry Point, Maryland
Closing date
Jan 28, 2021
Duties

Summary

This position is located in an active Centralized Call Center and is the primary point of telephone contact for veterans and the general public concerning outpatient scheduling at any VA Maryland Health Care System facility located within the Veterans Administration Maryland Health Care System, Perry Point, Maryland.

Learn more about this agency

Responsibilities

Duties will include, but not limited to:
  • Responsible for the direct supervision of 15 MSA position employees in a very active and high-profile Call Center for outpatient scheduling within any VAMHCS facility.
  • Responsible for the core training of all new employees to ensure priorities and proper methods are defined and instructions are consistent.
  • Provide daily briefings as necessary to immediate supervisor concerning daily workload demands, staffing issues, and provide immediate awareness of conflicts that prevent maintaining the highest scheduling performance standards or a lack of quality customer service.
  • Require a comprehensive working knowledge of VA regulations, policies, and procedures governing patient eligibility in the VA outpatient setting to ensure scheduling standards are met or exceeded; regulations are varied and in many instances require interpretation and adaptability.
  • Must possess knowledge and good judgment in order to serve the veteran patient and rely on experience to make sound managerial decisions, often in sensitive situations and still function within statutory guidelines.
  • Considered an expert in the utilization of the VISTA scheduling package and able to identify, correct, inappropriate scheduling and be first line of supervisory support for staff needing assistance with a scheduling conflict or customer service issue.
  • Must be adept in using the ADT registration package of the VA computer system in order to capture employee data accurately, including address, next of kin, eligibility, private insurance data, and possess the ability to recognize conflicting data in the patient file that may prevent appropriate scheduling.
  • Must have a working knowledge of the Computer Patient Record System, for not only interpreting certain clinical documentation for scheduling patients correctly, but for entering appropriate administrative documentation for physician review and dialogue.
  • Responsible for utilizing and monitoring an automated data call network for volume and timeliness of approximately 5,000 incoming calls weekly and recognizing conflicts that may disrupt or prevent the VISN standards from being met.
  • Responsible for the compiling, preparing, and submitting numerous management reports, such as: workload, staffing, equipment needs, performance measures, and providing management with suggestions for improvement in areas of deficiency or inadequacies.
  • Responsible for leave management and ensuring daily staffing levels are adequate for meeting workload demands and maintaining quality service.
  • Discuss, investigate, and respond to employee grievances and dissatisfactions for the purpose of resolving conflicts.
  • Provide representation for management at labor management meetings or providing information concerning employee conflict; participates and provides support to union management and EEO programs.


Work Schedule: Monday - Friday 8:00 am-4:30 pm
Financial Disclosure Report: Not required

Travel Required

Not required

Supervisory status
Yes

Promotion Potential
8

Requirements

Conditions of Employment

  • You must be a U.S. Citizen to apply for this job
  • Designated and/or random drug testing may be required
  • Selective Service Registration is required for males born after 12/31/1959
  • You may be required to serve a probationary period
  • Subject to a background/security investigation
  • Must be proficient in written and spoken English
  • Selected applicants will be required to complete an online onboarding process


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.
Supervisory Medical Support Assistant, GS-8

Grade Determinations:
Experience. 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.

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 [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.
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 [in a patient support setting
iv. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
v. 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.

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).

References: August 1, 2019 VA HANDBOOK 5005/117, PART II, APPENDIX G45, II-G45-13

The full performance level of this vacancy is GS08. The actual grade at which an applicant may be selected for this vacancy is in the range of GS08

Physical Requirements: Not required.

Education

IMPORTANT: There is no education requirement or substitution at this level.

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 .

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

If selected you will be required to address the Knowledge, Skill and Abilities listed in the above qualification requirement.


Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Background checks and security clearance

Security clearance
Other

Drug test required
No

Required Documents

To apply for this position, you must provide a complete Application Package which includes:

  • VA 10-2850c Application for Associated Health Occupations
  • Resume
  • SF-50/ Notification of Personnel Action


VA Form 10-2850c Application for Associated Health Occupations can be found at: http://www.va.gov/vaforms/search_action.asp?FormNo=2850&tkey=&Action=Search .

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

  • Cover Letter
  • DD-214/ Statement of Service
  • Disability Letter (VA)
  • VA 10-2850c Application for Associated Health Occupations
  • Resume
  • SF-15
  • SF-50/ Notification of Personnel Action


Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx .

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.

Get job alerts

Create a job alert and receive personalized job recommendations straight to your inbox.

Create alert