The MSA Supervisor works collaboratively with clinical, BDSL and CVAMC leadership to coordinate administrative support for patient care and access. The incumbent leads change by developing and implementing CVAMC/BDSL vision to accomplish operational goals, priorities, meet I CARE values, and other factors.

Duties

The Supervisor (MSA) position, provides leadership to the Lead MSA and the MSAs, within the Section, to assure work is carried out effectively and efficiently. The following duties are included (but are not limited to): Coordinates administrative priorities to address data driven challenges that impacts veteran's healthcare. Ensure that patient complaints, are researched and responded to in a timely manner. Develops and maintains effective working relationships with all clinical and administrative staff in determining priorities of activities in support of direct patient care. Educates the staff and applies a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits. Distributes and balances the workload among employees in accordance with established work-flow or job specialization, assures timely accomplishment of the assigned workload and assures that each employee has enough work to keep busy. Oversees work of Clinical Support staff. Incumbent must have the knowledge to assume the role of a Medical Support Assistant (MSA) or MSA Lead during special projects or heavy workload, for leave, vacancies, or when staff is detailed to fill-in other areas. Communicates, frequent changes to VHA directives, regulations and local policies and constant coordination to ensure compliance and standardization associated with Advanced Clinic Access principles. Performs scheduling audits, studies, or surveys to be utilized in the development of procedures, and to assist employees in collecting complete and appropriate data for reporting processes and for generating revenue. Work Schedule: Monday thru Friday 7:00am to 3:30pm or 8:30am to 5:000pm Telework: (ADHOC) Functional Statement #: 51653-A Financial Disclosure Report: Not required

Requirements

Qualifications

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 and Education: (1) Experience. Six months of 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. 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). English Language Proficiency: Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Grade Requirements a. 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. b. 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 must be demonstrated. (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 must include: 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: (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. References: VA HANDBOOK 5005/117, PART II, APPENDIX G45. DATED August 1, 2019 The full performance level of this vacancy is GS-08. The actual grade at which an applicant may be selected for this vacancy is at the GS-08 level. Physical Requirements: Generally, the work involves physically moving within the facility meeting with staff, clinical supervisors, delivering training, documenting information received, and communicating and monitoring standards. The majority of time is spent moving from different clinics and meetings in separate locations. It involves the frequent use of office equipment including the telephone, copier, personal computer, printer and mainframe terminals. There is the potential for extended periods of sitting, standing and carrying items weighing up to 20 pounds, i.e., medical records and manuals. May involve transporting of patients in wheelchairs. The incumbent is expected to use proper preventive ergonomic techniques to perform duties.

Education

IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/.

Contacts

• Address Cheyenne VA Medical Center 2360 East Pershing Boulevard Cheyenne, WY 82001 US
• Name: Dwayne Darling
• Phone: 3526000673
• Email: [email protected]