This Supervisory Medical Support Assistant (MSA) position is located in the Primary Care service line of the VA Central Western Massachusetts Healthcare System at the Worcester, MA Clinic. The Supervisory MSA is responsible for planning, directing, and controlling work for the Medical Support Assistants in their assigned outpatient clinical settings.
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: Licensed practical or vocational nurses appointed to direct patient care positions must be proficient in both spoken and written English as required by 38 U.S.C. 7402(d), and 7407(d). Experience and Education: 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. 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-8 Grade Determinations: 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. AND, 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. Preferred Experience: Two to three years of primary care experience is preferred. 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: See VA Handbook 5019
Major duties include but are not limited to: Responsible for planning, organizing, and directing the work of lower medical support assistants. Provides in-service education of on-the-job skills and classroom instruction closely associated with actual inpatient/outpatient clinical practices. Assigns work based on available resources to efficiently and economically meet program goals. Reviews work produced and analyzes weekly reports to evaluate productivity and takes appropriate action to resolve and issues and backlogs. Conducts regular staff meetings with the Medical Support Assistants to update them on policy changes and new procedures. Attends required section and facility meetings as deemed appropriate. Serves as point of contact for resolving patient issues especially regarding appointment and scheduling concerns. Acts as a liaison with the medical support staff, nursing staff, and other services, offering expert advice on administrative procedures. Identifies problematic areas and presents findings to appropriate parties for corrective action. Performs work involving collection, compilation, and tracking of data and statistical information in support of several VA, VISN, and local programs. Ensures subordinates serve as the initial point of contact for the units, clinics, patients, call centers, Care in the Community, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems. Work Schedule: Monday-Friday, 8:00am-4:30pm Functional Statement #: PDF16290