The purpose of this position is to serve as a Supervisory Medical Support Assistant (MSA) for Outpatient Clinical Support in the VA Boston Healthcare System. The incumbent is responsible for a wide range of assignments and provides administrative support to the sections.
COVERAGE. The following are requirements for appointment as a Medical Support Assistant (MSA) in the Veterans Health Administration (VHA). These requirements apply to all VHA MSAs in the General Schedule (GS)-0679 series. This series covers one-grade interval administrative support positions that supervise, lead, or perform support work relating to the care and treatment given to patients in inpatient units, outpatient clinics, patient scheduling call centers, Care in the Community Support Staff (CitC), and ancillary support services. The work includes functions such as serving as an initial point of contact for the units, clinics, patient, call centers, CitC, 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. This series includes work that requires a practical knowledge of computerized data entry, information processing systems and software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology. BASIC REQUIREMENTS a. Citizenship. Citizen of the United States. b. Experience and Education. (1) 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, (2) Education. One year above high school; OR, (3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. c. Certification. None required. d. Physical Requirements. See VA Directive and Handbook 5019. e. 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. Grade Determinations. In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates: Supervisory Medical Support Assistant, GS-8 (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. Assignments at the GS-7 grade level or equivalent include, but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include changes in policies and procedures; creating and maintaining employee work schedules; acting as a liaison among staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts; assisting the unit with complex and non-standard procedures including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources; planning and directing programs at medical centers and/or satellite outpatient clinics; assigning and 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 clinic operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance; and taking disciplinary action when necessary. (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: i. 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. ii. 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. iii. Ability to provide briefings, orientations, staff development, and training in a patient support setting. iv. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. v. 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. Creditable Experience: (1) Knowledge of MSA Practices. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. (2) Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. (3) Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The MSA supervisor should be able to lift and/or carry up 40 lbs. (intermittently). She/he may need to push/pull up to 40 lbs. (intermittently). The incumbent may be required to stop, squat and kneel (occasionally). Position requires moderate walking and standing throughout the day.
The Incumbent: Monitors and makes work assignments for lower grade MSA positions. Provides input on MSA 6 & 7 performance and resolves workplace issues. Supports clinics regarding clinic profile management and utilization via various reports. Oversees the daily staffing of assigned clinics, assuring adequate support staff is available to include coordination of leave amongst the site. Resolving complex problems to ensure patient services are met. Identifying educational or training needs to include coordinating on-the-job training to all new and established MSAs. Participates in hiring processes and decision selections. Evaluates performance, completes performance appraisals, and assists in taking disciplinary action when necessary. Extracts and analyzes data in order to provide reports in support of performance measures to senior management. Communicates and interacts with patients in a manner which is appropriate to cognitive, emotional, and chronological maturation needs of the adult and/or geriatric patient. Assures that all appropriate VA forms are used correctly and regulations followed. Manages additional duties or tasks assigned by the supervisor to ensure efficient daily operations. In the performance of official duties, has regular access to printed and electronic files containing sensitive data which must be protected under the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statutes and policy, and VHA procedures. Protects data from unauthorized release of form loss, alteration, or unauthorized deletion, and follows applicable regulations and instructions regarding access to computerized files and user ADP security as set out in the computer access agreement which the employee signs. As a front line contact with patients and staff, sets the tone for perception concerning quality of healthcare services at the VA. A high degree of tact and diplomacy is required when dealing with Veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment. In the scheduling role, supports patient safety standards using the correct Veterans Affairs identification of all patients through the use of two forms of identification, name and full social security number. The patient may also present the Veterans Identification Card (VIC) for identification. Uses each interaction with the patient to validate and update patient demographic information during check-in or over the phone to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number. Explains the VA mandate to collect insurance information from veterans, their families, and other eligible patients. Collects, scans, and updates health insurance information serving a major role in the revenue process. Contributes to the revenue collection process by identifying patients with third party insurance. Work Schedule: Monday - Friday Recruitment Incentive (Sign-on Bonus): Not authorized Permanent Change of Station (Relocation Assistance): Not authorized Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year). Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA. Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement). Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 523-F01354 Permanent Change of Station (PCS): Not authorized