The Supervisory Medical Support Assistant serves as the supervisor for the medical support assistants including the Lead MSA assigned to the Mental Health outpatient service at either the Jamaica Plain or the Brocton Campus under the Mental Health Service.
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. Education or Experience: One year above high school; OR 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 Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. English Language Proficiency: Medical Support Assistants appointed to direct patient care positions must be proficient in spoken and written English. IN ADDITION TO THE BASIC REQUIREMENTS APPLICANTS MUST MEET THE FOLLOWING:GS-08: Above the full performance level Grade Determinations: In order to qualify at the GS-8 level you must have one year of experience equivalent to the GS-7 grade and demonstrate the below GS-7 KSAs GS 7 Lead KSAs: 1. Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. 2. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. 3. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. 4. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. 5. Ability to provide staff development and training. 6. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. To qualify at the GS-8 level you must have one year of experience equivalent to the GS-7 grade and demonstrate the below GS-8 KSAs GS 8 KSAs: 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: Supervisory Experience preferred References: http://vaww.va.gov/OHRM/Directives-Handbooks/Documents/5005.pdf. This can be found in the local Human Resources Office. The full performance level of this vacancy is GS-08. Physical Requirements: The work is requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching, and lifting moderately heavy items such as papers, books, manuals, record boxes and boxes of computer paper. Computers are used and therefore keyboarding is required. The work includes walking from area to area when covering other employees. Applicant may at times be exposed to stressful situations with Veterans.
The Supervisory MSA monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between MSA and administrative and clinical staff in order to resolve day to day conflicts. The supervisor MSA has full administrative and professional responsibility for planning and directing the medical support assistants and lead medical support assistant activities. He/she is responsible for extracting and analyzing data in order to provide reports in support of performance measures to higher level management. 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. The Supervisor MSA works in a proficient and self-directed manner in order to accomplish a wide variety of tasks, to include setting priorities and coordinating work. The supervisor works collaboratively in an interdisciplinary coordinated care delivery model (Psychiatry, Psychology, Social work, Nursing) within the Mental Health Programs and performs all related duties; customer service and other duties as assigned for the proper and timely treatment of patients and assure appointments schedulers are maintained by the clerical support staff for all MH outpatient clinics. The Supervisor must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well shift patients to other clinicians as conflict with staffing and/or coverage occurs under guidance from the clinic managers. The Supervisory MSA provides administrative support in maintaining daily clinical operations of the MH Outpatient Services. The MSA Supervisor assists in communicating policies and announcements of changes in MH Outpatient procedures to various stakeholders. The Supervisory MSA is responsible for ongoing space concerns of the Outpatient MH. The Supervisor may assist with space allocation, meeting space needs of staff and coordination of any space moves as necessary; reviews EOC rounds. The Supervisory MSA may assist in the preparation for Joint Commission surveys and OMHO (Office of Mental Health Operation) reviews and visits. The Supervisor MSA will ensure travel requests are processed by the clerks in timely manner and train the clerks on how to process the beneficiary travel requests. will manage and track appointments for new patients in the SharePoint. The Supervisor MSA will assist the MSA staff and provide cross coverage in the check-in process, and use each interaction with patient to validate and update patient demographic information either in person or by phone. Work Schedule: Monday-Friday 8:00am-4:30pm Telework: Ad Hoc Virtual: This is not a virtual position. Functional Statement #:F00180 Relocation/Recruitment Incentives: Not Authorized