Supervisory Medical Support Assistant

About the role

This Supervisory Medical Support Assistant (Outpatient Clinical Support) position is in the Primary Care department at the VA Boston Healthcare System (West Roxbury). 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. None. c. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. d. Licensure/Certification/Registration. None. e. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). Grade Determinations. In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified. Supervisory Medical Support Assistant, GS-8 (1) Experience. One year of creditable experience equivalent to the next lower grade. (2) Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs: (a) Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and 13 empowering the team to collaborate and resolve problems within a complex systems environment. (b) 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. (c) 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. (d) Ability to provide briefings, orientations, staff development, and training in a patient support setting. (e) Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. (3) Assignment. For all supervisory assignments the Supervisory MSA must spend 25% or more of their time providing administrative and technical supervision and perform major duties above those at the FPL that consist of significant scope, complexity, difficulty, and variety. 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 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. 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

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