Summary Supervisory Medical Support Assistant serves within Patient Administration Service at the Charlotte Health Care Center (HCC) and Community Based Outpatient Clinic (CBOC) within Salisbury VA Health Care System. Responsibilities The duties listed below are not inclusive of all duties associated with this position. Responsible for ensuring that the work assignments of the section are carried out by performing a range of duties/functions and must be considered an expert in the functions of File Clerks, Operators, MSAs, and Lead MSAs. Must have a thorough knowledge regarding enrollment, eligibility, and beneficiary travel Must have the ability adapt to varying situations that are present in an outpatient clinic setting as well as be willing to learn new technologies, procedures, and policies. Incumbent must have the ability to communicate with all internal and external customers effectively and consistently in a respectful and courteous manner. Demonstrate technical competency and expertise in the use of the Vista, CPRS VSE, and MyHealtheVet/Secure Messaging systems. The incumbent must be an expert in basic administrative policies and procedures dealing with outpatient scheduling or other administrative topics; incumbent must be able to relay this information/knowledge to medical staff within the outpatient clinic setting. The incumbent must have a solid knowledge of multiple systems and current computer technology regarding the Computerized Patient Record System (CPRS), Automated Call Display (ACD), GNAV Pro (call tracking software), numerous VISTA applications, MyHealtheVet, Secure Messaging, and numerous Microsoft Office applications. The incumbent will instruct employees in PAS MSA processes to include all @types of scheduling, patient registration, interpretation of patient eligibility/benefits (to include travel benefits), and utilization of CPRS, VISTA, and Insurance Capture (ICB) Buffer software. Incumbent will instruct employees in telephone etiquette, courtesy when working in patient care areas, and all other areas related to providing outstanding customer service. The incumbent will provide on-the-job training to new employees in accordance with established policies and procedures. Establishes and maintains relationships with all medical center personnel to communicate and disseminate PAS Outpatient Administrative Support Section and general PAS information. Incumbent will serve as the subject matter expert (SME) for all duties within the Patient Administrative Service at the Charlotte HCC and CBOC. Completes tasks based on established protocols and accepted clinical practices Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative clinical staff, or difficulty in securing information from the clinicians and or records. Incumbent must have the ability to communicate with all internal and external customers effectively and consistently in a respectful and courteous manner. Incumbent presents training materials, presentations, and written materials for dissemination to PAS staff and other medical center personnel with oversight by leadership of PAS. Training material will include all PAS MSA functions to include training in telephone etiquette, customer service, and providing outstanding service when working in direct patient care. Incumbent must provide training in several different formats to include one-on-one training, classroom setting training, and written requests for information Incumbent will make recommendations based on expertise of scheduling functions in the Outpatient Section to the HAS training program which involve substantive rather than procedural matters. Incumbent will obtain and adapt current instructional material and is responsible for creating new instruction material. Incumbent will be responsible for ongoing training of PAS employees Incumbent will maintain the confidentiality of information obtained to carry out required duties. Work Schedule: 8-4:30p Monday-Friday Telework: Not Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): 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. 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. 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). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. 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: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Education/Experience: One year of education above high school OR Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position OR Equivalent combination of experience and education to qualify for entry level for which both education and experience are acceptable 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: (a) 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. (b) 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. (c) 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 Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is 8. Physical Requirements: See VA Directive and Handbook 5019. This is mostly a sedentary position. There was be some light lifting up to 25lbs, bending, standing, stooping, walking. This position will require you to work in from of a computer screen for 90% of your day. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information Receiving Service Credit for 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.
