This position serves as the Supervisory Medical Support Assistant (MSA) for the Contact Center Section of Patient Business Service. The purpose of the work encompasses supervision and management of all administrative staff responsible for Contact Center Service for Chillicothe, Ohio for the Help Desk, Specialty Clinics, and PM&RS Clinics. The incumbent reports to the Assistant Chief, Patient Business 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. Experience or Education: 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 One year above high school; OR Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Certification: None required. Physical Requirements: See VA Directive and Handbook 5019. 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). Grade Determinations: To qualify for the GS-08 level, you must have one year of experience equivalent to the GS-7 grade level leading or supervising medical support assistants or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Experience at the GS-7 includes but is not limited to: assigning and evaluating the work of subordinate medical support assistant 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. Candidates must also demonstrate all of the knowledge, skills, and abilities 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 manage fiscal matters, forecast resource and equipment needs, and identify budget needs. Advanced knowledge of managing or leading patient support staff in a clinic. Preferred Experience: None 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. The actual grade at which an applicant may be selected for this vacancy is GS-8. Physical Requirements: The work is primarily sedentary, although some walking, bending and light lifting may be required. The incumbent is located at an on-site location in a typical office setting within Chillicothe VAMC. The work area is adequately lighted, heated, and ventilated.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Duties include, but are not limited to the following: Assigns work of subordinate staff which requires developing performance standards. Resolves complex issues to ensure that patient services are met; evaluating new products, equipment, and systems to make recommendations for improved operations. Evaluates performance and taking disciplinary action when necessary. Provides advice, counsel, or instruction to employees on both work and administrative matters. Organizes work, sets priorities, and delegates tasks and responsibilities to meet deadlines. Communicates skillfully with individuals to obtain desired effect, while ensuring compliance with established policies and regulations. Follows up on pending issues while demonstrating an understanding of the impact of work not completed. Provides briefings, orientations, staff development and training. Disciplines employees within delegated authority. Counsel's employees in such matters as work performance, leave usage, or proper conduct. Work Schedule: Monday through Friday, 7:30 a.m. to 4:00 p.m. Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases. 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: Ad-hoc Telework Virtual: This is not a virtual position. Functional Statement #: 93110-0 Permanent Change of Station (PCS): Not Authorized