Summary The incumbent serves as a first line Supervisory Medical Support Assistant in the Specialty Care Call Center, GS-0679-07 in Health Administration Services. Responsibilities The incumbent is the direct supervisor for an area within Health Administration Services. S/he supervises employees who may be located in a variety of clinics throughout the healthcare system. As a supervisor in HAS s/he carries full supervisory authority including daily assignation of work, performance evaluation, making selection determinations, training staff members. Additionally, the supervisor is responsible for evaluating performance of individuals within their purview and overall program performance through analysis of data available in VISTA, on the data warehouse and other sources. The incumbent interviews new candidates, makes recommendations for selections and works with HR to onboard new hires. S/he recommends employees for awards and/or advancements, recommends and takes corrective actions on disciplinary matters, and responds to grievances or complaints. The incumbent works directly with Clinical Section Chiefs, Nurse Managers, and AOs to problem solve issues related to clinic operations, scheduling, etc. S/he may have to reassign resources to meet the needs of the various clinics they oversee. The incumbent conducts monthly audits of the scheduling practices of each direct report. Providing feedback and remedial training as necessary to ensure that the national scheduling practices are adhered to by each MSA. The incumbent gathers data and evaluates efficiency of operations. S/he performs follow-up with MSAs, identifies barriers and develops ways to break down barriers to efficiency by meeting with Clinical Service Chiefs, Group Proactive Manager, AOs, etc. The GS-07 Supervisor is responsible for the staff program function with their assigned area. S/he must monitor daily performance statistics and redeploy staff to meet VA measures, adjusting resources as needed based on demand, and take into consideration available staff in order to meet performance expectations with RTCs, consults, MRTs and call abandonment rates. Additionally, the incumbent must stay abreast of updates that effect operations such as changes in services provided, provider scheduling changes and changes to scheduling and/or call center directives. Employee plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports, special assignments and only refers the non-routine and highly technical problems to his/her supervisor. The incumbent is responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of sensitive information. Otherwise, works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required. Performance is judges in terms of overall effectiveness of the operation through broad general objectives, the adequacy and accuracy of the work, timeliness, and conformance to establishes procedures, policies and instructions. Work Schedule: Full-Time; Monday-Friday 7:30am-4:00pm, 7:45am-4:15pm or 8:00am-4:30pm Travel: Yes, 25% Telework: Ad-hoc Virtual: This is not a virtual position. 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). Qualifications Supervisory Medical Support Assistant GS-07 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. One year of experience equivalent to the GS-6 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. 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. Computer Security Requirement. Protects sensitive and electronic files that must be safeguarded under the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statues and policy, and VHS policy. Physical Requirements. Work is sedentary but also demands standing, walking, bending, twisting, and carrying light items. Computer Knowledge. Uses MS Word or word processing software to execute several office automation functions. Uses MS Excel or other comparable spreadsheet software. Uses the Veterans Health Information & Technology Architecture. Utilizes Veterans Scheduling to schedule patient appointments. Safety. Employee will support the safety, occupational health and fire protection program by the application of approved standards, regulations, practices and work methods. Training. Supervisor ensures all subordinates have completed their mandatory trainings in a timely manner as well as assigning specific trainings to staff as related to job functions. 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). Assignment. Supervisory MSAs plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assignments at this level include, but are not limited to: 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. The employee has full administrative and professional responsibility for planning and directing the MSAs activities. 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 time time. Demonstrated Knowledge, Skills and Abilities. Candidates must demonstrate [all of] the KSAs below: Ability to provide the full range of administrative and supervisory duties [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 related to administrative functions in a patient support setting.] Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. References: VA Handbook 5005/117 PART II APPENDIX G45, August 1, 2019 The full performance level of this vacancy is GS-07. The actual grade at which an applicant may be selected for this vacancy is GS-07. Physical Requirements: See VA Directive and Handbook 5019. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. 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.
