SUPERVISORY MEDICAL SUPPORT ASSISTANT
The major duties of the Supervisory Medical Support Assistant will include:
The Supervisory AMSA plans and directs programs at the Community Based Outpatient Clinics and has full supervisory responsibility for supervising at least one subordinate team leader or supervisor. Assignments at this level include, but are not limited to:
assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decisions on selections; evaluating performance, and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the AMSAs' activities. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior 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(s) at least 25% of the time. The Supervisory AMSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty, and Call Center) for Primary Care Clinics and also Specialty Clinics and performs all related duties, customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by AMSA staff for one or more outpatient clinics. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. 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 Health Identification Card (VHIC) for identification. When assisting the AMSA staff in the check-in process, he/she must use each interaction with the patient to validate and update patient demographic information, either in person 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. Assures AMSA staff explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. Assures staff collects, scans, and updates health insurance information serving a major role in the revenue process. The incumbent(s) contributes to the revenue collection process by identifying patients with third party insurance. Promotes veteran registration for and utilization of MyHealtheVet (MHV). Assures front line contact with patients and staff by setting 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. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. When records are received, the incumbent(s) will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to the appropriate department for scanning. Incumbent(s) must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Incumbent(s) must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. The Supervisory AMSA may be asked to participate in the daily teamlet huddles and weekly team meetings where patient care planning and management occur. Incumbent(s) will rotate this to assure all MSA staff is in attendance and understand the process. The Supervisory AMSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Work Schedule:
Monday through Friday, 8:
00am to 4:
30pm. Financial Disclosure Report:
Not required. . 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.
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. 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). In addition to meeting the basic requirements listed above, applicants must also meet the GS-8 Supervisory Medical Support Assistant grade level requirements listed below. Grade Determinations:
Experience:
One year of experience equivalent to the GS-7 grade level leading or supervising Medical Support Assistants or equivalent patient administrative support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
a. 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. b. 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. c. Ability to provide briefings, orientations, staff development, and training in a patient support setting. d. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. e. 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 Physical Requirements:
The work is primarily sedentary, although some light physical effort may be required. Typically the employee can sit comfortably to do the work. However, there may be some walking, standing, bending, and carrying of light items like paper and books. No special physical demands are required to perform the work.
Estimated Salary: $20 to $28 per hour based on qualifications.
The Supervisory AMSA plans and directs programs at the Community Based Outpatient Clinics and has full supervisory responsibility for supervising at least one subordinate team leader or supervisor. Assignments at this level include, but are not limited to:
assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decisions on selections; evaluating performance, and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the AMSAs' activities. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior 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(s) at least 25% of the time. The Supervisory AMSA works collaboratively in an interdisciplinary coordinated care delivery model (i.e. PACT, Specialty, and Call Center) for Primary Care Clinics and also Specialty Clinics and performs all related duties, customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by AMSA staff for one or more outpatient clinics. He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. 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 Health Identification Card (VHIC) for identification. When assisting the AMSA staff in the check-in process, he/she must use each interaction with the patient to validate and update patient demographic information, either in person 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. Assures AMSA staff explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. Assures staff collects, scans, and updates health insurance information serving a major role in the revenue process. The incumbent(s) contributes to the revenue collection process by identifying patients with third party insurance. Promotes veteran registration for and utilization of MyHealtheVet (MHV). Assures front line contact with patients and staff by setting 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. A caring, compassionate and sensitive manner is essential when explaining procedures to veterans and their family members both in person and on the phone. When records are received, the incumbent(s) will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to the appropriate department for scanning. Incumbent(s) must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes. Incumbent(s) must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities. The Supervisory AMSA may be asked to participate in the daily teamlet huddles and weekly team meetings where patient care planning and management occur. Incumbent(s) will rotate this to assure all MSA staff is in attendance and understand the process. The Supervisory AMSA is able to independently manage position responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. Work Schedule:
Monday through Friday, 8:
00am to 4:
30pm. Financial Disclosure Report:
Not required. . 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.
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. 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). In addition to meeting the basic requirements listed above, applicants must also meet the GS-8 Supervisory Medical Support Assistant grade level requirements listed below. Grade Determinations:
Experience:
One year of experience equivalent to the GS-7 grade level leading or supervising Medical Support Assistants or equivalent patient administrative support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
a. 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. b. 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. c. Ability to provide briefings, orientations, staff development, and training in a patient support setting. d. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. e. 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 Physical Requirements:
The work is primarily sedentary, although some light physical effort may be required. Typically the employee can sit comfortably to do the work. However, there may be some walking, standing, bending, and carrying of light items like paper and books. No special physical demands are required to perform the work.
- Department:
0679 Medical Support Assistance - Salary Range:
$49,799 to $64,739 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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