Role Description
The incumbent serves as Supervisory Medical Support Assistant (MSA) in a VISN Clinical Contact Center (CCC) as part of an interprofessional healthcare team. Supervisory MSA provides support across multiple ancillary and interprofessional clinics and determines the needs of the Veteran/caregiver.
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The Supervisory MSA has full responsibility for supervising at least one subordinate MSA team leader, supervisor or equivalent administrative patient support staff in the VISN CCC.
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Assignments at this level include, but are not limited to:
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Evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met;
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Evaluating new products, equipment and systems to make recommendations for improved operations;
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Identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary.
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Works collaboratively with VISN programs, services, and inter-professional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video.
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The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor and MSA's activities.
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Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures.
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Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns to clinicians within the VISN CCC or directs the contact to the appropriate discipline within the CCC or department for resolution.
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Screens incoming contacts and independently routes the contacts to the appropriate area for resolution.
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Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness.
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Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
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Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software.
Qualifications
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United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
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Experience: None
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Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
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English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).
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May qualify based on being covered by the Grandfathering Provision as described in the VA Qualification Standard for this occupation.
Requirements
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One year of experience at or equivalent to the next lower grade level GS-7.
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In addition to the Basic Requirements defined above, the incumbent must demonstrate the following KSAs:
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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.
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Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with internal and external customers.
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Ability to provide briefings, orientations, staff development, and training in a patient support setting.
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Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
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Advanced Knowledge of managing or leading patient support staff in a clinic.
Benefits
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Competitive salary and regular salary increases.
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37-50 days of annual paid time off per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year).
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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.
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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.
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Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA.
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Federal health/vision/dental/term life/long-term care insurance.
