Supervisor Medical Support Assistant

Supervisory Medical Support Assistant

The incumbent serves as a Supervisory Medical Support Assistant in the Syracuse, NY VA Medical Center. This is a frontline supervisor position responsible for a team of multiple MSAs. Responsibilities include supervising day to day administrative / patient support operations; planning and directing daily workload assignments; adjusting workflow priorities to meet team and patient needs; managing staff schedules to meet operational needs; evaluating staff performance. Responsibilities Plans, directs and evaluates work of Medical Support Assistants assigned to inpatient wards, outpatient clinics, Emergency Department, Same Day Surgery, Imaging Department, CITC. The supervisor is responsible for resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decisions on 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. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. Oversee assignments of MSAs that include but are not limited to : receiving and relaying incoming and outgoing telephone messages; checking patients in and out from appointments; scheduling return to clinic orders; setting up clinic paperwork; processing faxes, scanning, and printing of documents; directing patients to other areas of the hospital; changing and rescheduling clinics; greeting patients when presenting; canceling and rescheduling appointments for consults in an "Active" status, MSAs will : utilize consult toolbox as directed; obtain provider and scheduling preferences; coordinate care with network providers; employ the use of several databases / systems; develop and maintain a rapport with both internal and stakeholders involved in the coordination process. For consults in a "Scheduled" status, MSAs will : review Vista Image Display to determine if records have previously been received; confirm care has been received; request corresponding documentation for scheduled care; complete outstanding consults.

Work Schedule : Monday - Friday 7 : 00am - 3 : 30pm

Telework : VA supports the use of telework as a way to help attract and retain talented individuals in public service, increase worker productivity, and better prepare the agency to operate during emergencies. This position may be authorized for telework. Telework eligibility will be discussed during the interview process. If approved for telework you must live within a commutable distance of the Syracuse VA Medical Center which is usually less than 70 miles. Virtual : This is not a virtual position. Remote : This is not a remote position.

Functional Statement # : 21Q18-A

Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12 / 31 / 1959. Must be proficient in written and spoken English. You may be required to serve a probationary period. Subject to background / security investigation. Selected applicants will be required to complete an online onboarding process. Must pass pre-employment physical examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.

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. 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. Certification. None required. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply : (1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. 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. 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).

Specialized Experience : One year of experience equivalent to the GS-7 grade level. Grade Determinations : In addition to meeting the basic requirements, an applicant must meet the specialized experience for GS-8. Specialized experience includes : experience equivalent to the GS-7 grade level. GS-7 duties can include : 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; 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the following KSAs : 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, August 1, 2019The 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 : Work is sedentary, but also demands standing, walking, bending, twisting, and carrying light items. Education IMPORTANT : A transcript must be submitted with your application if you are basing all or part of your qualifications on education.