Supervisory Medical Support Assistant

Description:

The Supervisory Medical Support Assistant (MSA) serves as the operational leader for the full range of outpatient scheduling programs in VA Palo Alto Health Care System in Palo Alto, CA. The supervisor works closely with other members of the healthcare team. The incumbent has supervisory responsibility for technical and administrative direction of a staff mix including Lead Medical Support Assistants (GS-07) and Advanced Medical Support Assistants (GS-06).

Requirements:

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.

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.

Grade Determinations
To qualify for the GS-08 level, your resume must demonstrate you possess the required experience necessary to possess the Knowledge, Skills, and Abilities (KSAs) required for the grade. Be specific when describing the job duties that demonstrate you possess the KSAs listed. Resume must include hours per week for work experience credit. Supervisory Medical Support Assistant, GS-08

(a) Experience -One year of experience equivalent to the GS-07 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.

Experience includes:

• Utilizing patient systems to provide interdisciplinary support to multiple clinics, providing staff training, managing staff workload, following up on pending issues

OR

• Performing supervisory duties including work assignments, performance evaluations, selection of staff, delegating authority, providing staff development, and overseeing people and programs in a patient support setting.

(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.

(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.

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.

References VA HANDBOOK 5005/117, PART II, APPENDIX G45. MEDICAL SUPPORT ASSISTANT QUALIFICATION STANDARD, GS-0679, Veterans Health Administration, August 1, 2019.

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.