Supervisory Medical Support Assistant

Employer
USAJobs
Location
Perry Point, Maryland
Posted
Mar 05, 2021
Closes
Mar 13, 2021
Hours
Full Time
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

The incumbent of this position serves as the Supervisory Medical Support Assistant of a multi-division VA Maryland Health Care System and is responsible for the direct administrative supervision of patient care programs, including: Admission- Discharge­-Transfer, Outpatient Scheduling, Patient Funds, Decedent Affairs, Beneficiary Travel, Telephone Operators, Eligibility and Enrollment, and Emergency and Urgent Care Services. Incumbent is responsible for appropriate data collection concerning the veteran's electronic records thru VISTA, CPRS, and ICB.

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.
  • Other duties as assigned


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. Citizen of the United States (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.

English Language Proficiency. Must be proficient in spoken and written English.

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).

Creditable Experience:
(1) Knowledge of MSA Practices
. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities [or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting]. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting.
(2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.
(3) Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service.
b. Grade Determinations: In addition to the basic requirements for employment listed in paragraph 1 above, the following experience criteria must be met when determining the grade of candidate.

Grade Determinations: Supervisory Medical Support Assistant GS-8:

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.

Knowledge, Skills, and Abilities:
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.

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 5005/117, Part II, Appendix G45, Dated: August 1, 2019

The full performance level of this vacancy is GS-8. The actual grade at which an applicant may be selected for this vacancy is in the range of GS-8 to GS-8.

Physical Requirements: None required.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/ . If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html .

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.

RESUME REMINDER
: Your resume must include the following information for each job listed:

Job title Duties (be as detailed as possible)
Month & year start/end dates (e.g. June 2007 to April 2008)
Full-time or part-time status (include hours worked per week)

Please be aware that your answers will be verified against information provided on your resume. Be sure that your resume clearly supports your responses to all of the questions by addressing your work experience in detail.

Recommended: Even though we do not require a specific resume format, your resume must be clear so that we are able to fully evaluate your qualifications. To ensure you receive appropriate consideration, please list the duties you performed under each individual job title. If we are unable to match your experiences with the positions held, you may lose consideration for this vacancy. In addition, please be sure to include your Education, Residency program to include Month and year start/end dates, and license, certification, or registration information to include the state, territory, or Commonwealth, license, certification, and/or registration number, and Month, Day, and Year of expiration if applicable. We cannot make assumptions regarding your qualifications.

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

Position sensitivity and risk
Non-sensitive (NS)/Low Risk

Trust determination process
Suitability/Fitness

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- This form is REQUIRED with your application. Please note you will be disqualified if this form is not submitted with your application package.

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.

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


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.

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