Supervisory Medical Support Assistant
What you'd do
Supervisory Medical Support Assistant. The Supervisory, Outpatient Clinic is located within the Prosthetics/Orthotics Prosthetics Pedorthic Clinical Serves (OPPCS) at the Orlando VA Medical Center. The incumbent has many operational managerial/supervisory duties and responsibilities within the service.
Major duties
Major duties of this position include (but are not limited to): Responsible extracting and analyzing data to provide reports in support of performance measures to senior management Quantitative and task analysis of assigned work for subordinate staff; evaluating staff to workload ratios; space planning, creating and reviewing flowcharts for work processes; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendation for improved operations Prosthetics and OPPCS: Incumbent has oversight of the following: Professional Development (communicates professional development concepts and principles to staff) Customer Service (internal and external) including answering phone calls, voicemails, my healthy vet messages, and any other patient to clinic communications. Controlled Correspondence (Patient Advocate Complaints and Congressional inquiries) and Service Recovery Scheduling Workload Oversight (capture, analyze, delegate and monitor timeliness of scheduling workload) Standard Operating Procedure (SOP) development and communication to staff, with implementation of appliable VHA Directives. Annual Scheduler competency assessment Ensure schedulers validate and update Veteran's demographics, contact preferences and health insurance in the Insurance Capture Buffer (ICB) Exceptions List and Patient Update at the time of the appointment, when applicable. Conducting daily oversight and management scheduler administrative work tasks (e.g., Consults, Unable to Schedule List, NEAR, Recall Reminder, RTC Orders, Appointment Cancellation Follow-Up Report, Lost User Report, Pharmacy Only Report, Administrative Electronic Transfer List) Conducting ongoing scheduling audit performance feedback and any required remediation in accordance with the National Standardized Scheduling Audit Guidebook Ensure schedulers are scheduling and managing appointments as outlined in national guidance. Ensure staff are reviewing incomplete encounters and escalating appropriately, when applicable. Works closely with OPPCS staff to ensure FLOW 4 compliance consults are appropriately triaged and dispositioned. Supervisory Duties Incumbent must have the ability to provide the full range of administrative and supervisory duties which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or achievements. Incumbent must have the ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with all healthcare professionals to ensure quality and continuity of care and ensure compliance with established policies and regulations. Incumbent must have the ability to provide briefings, orientations, staff development, and staff training. Incumbent monitors and makes work assignments for lower grade Medical Support Assistant (MSA) positions, typically to Advanced MSAs (AMSA) and Lead MSAs (LMSA). Incumbent provides input on all Lead MSA and MSA performance and resolves workplace issues that arise. Incumbent is responsible for the daily staffing assigned clinics, assuring adequate support staff is available, including coordinating of annual and sick leave amongst assigned clinics. Incumbent resolves complex problem ensuring patient services are fully met. Incumbent identifies educational and/or training needs, including on-the-job training to all new and established AMSAs. Incumbent participates in hiring interview processes of LMSA selections. Incumbent evaluates performance, completes Employee Performance Appraisals, and assists in taking disciplinary action when necessary. Incumbent is responsible for extracting and analyzing data to provide reports in support of performance measures to senior management. Incumbent assures that all appropriate VA Forms are used correctly, and that policies and regulations are properly followed. Incumbent provides educational sessions to train new employees in clerical process in an efficient and effective manner to ensure that processes, functions, and goals are understood, met, and followed. Incumbent will ensure assigned clinics are stocked with basic office supplies. Incumbent will comply with the mandatory training requirements for the scheduling process. Work Schedule: Monday - Friday, 8am-4:30pm Financial Disclosure Report: Not required Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 82428F
What you need to qualify
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. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. 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). Supervisory Medical Support Assistant, GS-08. Experience. One year of creditable experience equivalent to the next lower grade. (GS-7). In addition to the experience above, the candidate must demonstrate the following Knowledge, Skills, and Abilities (KSAs). Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and 13 empowering the team to collaborate and resolve problems within a complex systems environment. 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. 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-8. Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment.
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