Summary The employee serves as a Supervisory Medical Support Assistant assigned to the Health Administration Service (HAS) at the VISN 8 Clinical Contact Center (CCC). The Clinical Contact Center is a specialized program that provides virtual healthcare assistance to Veterans through the utilization of triage nurses, Licensed Independent Practitioners (LIPs), Pharmacists, and administrative staff. The VISN 8 CCC will provide 24/7 care to Veterans residing within the catchment area of VISN 8. Responsibilities The employee will be responsible for the direct supervision of administrative support staff. Personnel may include Lead Medical Support Assistant (MSA), Advanced Medical Support Assistant and Medical Support Assistant. He/she will be responsible for the customer service, enrollment, eligibility, pre-registration, scheduling, appointment management, insurance collection, management of patient first contact resolution process and patient information collection management. The employee manages the programs through adhering to program controls, directly supervising staff, monitoring, reporting, and providing training on program regulations to direct staff and other employees throughout the Clinical Contact Center. He/she develops and implements strategies to carry out efficient and effective operations with the aim of meeting objectives, budget, and revenue targets The employee supervises, schedules, and monitors assignments for employees within the Health Administration Service of the VISN 8 CCC. Reviews telephone performance metrics, completes scheduling audits, reviews consults, customer satisfaction responses and Process and Benefits reports to ensure accuracy and compliance of such report. Take appropriate action to correct discrepancies and concerns in a timely manner. The employee is responsible for the duties and functions of the staff assigned to his/her supervision. Conducts monthly staff meeting to disseminate information to staff and promote cohesiveness. Provides ongoing training to improve efficiency and effectiveness throughout the section; furthermore, establish a cross-training program that will provide continuity of care within the section. Works closely with the LIPs and Pharmacists to ensure completeness of encounters, appointments and consults. Identifies problems, analyzes work-flow, staffing, interrelated structures and processes, to for optimal efficiency and productivity. Employee exercises his/her own initiative in applying guidelines to complex issues related to the overall Patient Scheduling Program. This includes working with the Chief, Health Administration Service to interpret existing guidelines in order develop local policies and processes. Work Schedule: Monday-Friday 8:00am-4:30pm Telework: This position is telework eligible and exempted from return to office requirements. This position will be reviewed annually and do not imply permanent telework status. Current employees will be granted an exception to remain in the current duty station location if outside VISN 8. Virtual: This is not a virtual position. Functional Statement #: 10021F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): Not Authorized 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 trial period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Qualifications Basic Requirements: Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). 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: Lead Medical Support Assistant, GS-8 Experience. One year of experience equivalent to the GS-7 grade level 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: 1.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. 2. 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. 3. Ability to provide briefings, orientations, staff development, and training [in a patient support setting. 4. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. 5. 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. Preferred Experience: 1-2 years of Lead MSA or Supervisory experience at the GS-7 level, prior call center experience, knowledge of VS GUI and VHA Scheduling Directive 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. Physical Requirements: The Medical Support Assistant work is mostly sedentary; however, some walking; standing, and carrying light items are required. Light filing, sometimes involving working close to the floor, is involved. Wrist and back protection can be provided to minimize the risks associated with prolonged use of automated data processing equipment. Education Education is not a requirement for the Supervisory Medical Support Assistant GS-0679-8. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. 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. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
