• Job Description

  Req#: 799098300
  Summary
  
  The VISN 7 Clinical Contact Center (CCC) Supervisory Medical Support Assistant independently provides administrative support across inter professional clinics using virtual modalities to determine the needs of the Veteran/caregiver. He/she plays an integral role in achieving first-contact resolution through Veteran-centered care delivery.
  
  This job is open to
  
  
  • Internal to an agency
    
    Current federal employees of this agency.
  
  
  Clarification from the agency
  
  This Job Opportunity Announcement (JOA) is open to current permanent Veterans Administration (VA) employees only
  
  Videos
  
  Duties
  
  The Supervisory Medical Support Assistant (MSA) plans and coordinates the orientation and training of all new employees as required by hospital policy. They provide and direct continuous on the job training, cress training, and required annual training of all employees under his/her supervision. Facilitates administrative aspects of access to care, advanced clinic access, and appointment management, consult authorizations and related aspects of health benefits administration for his/her Unit in the Patient Scheduling Section. Duties also include, but are not limited to the following:
  
  
  • Monitor, track, trend, and report on metrics associated with Consults, Cisco Finesse, No-Shows, RTC's, Recalls, and Audits.
  • Monitor and implement processes defined by internal SOP's regarding information on scheduling guidelines, clinic availability, clinic cancellations, clinic setups, patient complaints, consult management, new patient enrollee's.
  • Monitor and implement processes defined by internal SOP's regarding information on scheduling guidelines, clinic availability, clinic cancellations, clinic setups, patient complaints, consult management, new patient enrollee's and the EWL.
  • Schedule as well as oversee all scheduled appointments while interpreting and verifying provider orders in accordance with VHA national scheduling guidelines.
  • Monitor and make work assignments.
  • Provides input on job performance, resolves daily workplace issues and maintains efficient and effective workflow.
  • Coordinates activities, and resolves technical work problems not covered by established policies.
  • Conduct ongoing reviews of job performance to ensure quality of work as well ensuring accurate and timely scheduling of all appointments.
  • Responsible for daily assignments, quality reviews, personnel reports, and time card reconciliation.
  • Plans for and holds staff meetings to communicate information to employees on a regular basis.
  • Provide guidance to staff members over the changes in policies and procedures.
  • Support and enforce Veterans Administration directives and regulations to ensure standardization throughout the facility.
  • Additional duties as assigned
  
  
  Work Schedule: - Varying Shifts Monday - Friday; between the hours of 10:30am-7:00pm; 11:00am-7:30pm; 1:00pm-9:30pm; 3:30pm-12:00am; 11:30pm-8:00am, with rotating weekends and holidays. Work Schedule is subject to change based on agency need.
  
  Telework: 100% Remote
  
  Functional Statement #: 99706F
  
  Relocation/Recruitment Incentives: Not Authorized
  
  Permanent Change of Station (PCS): Not Authorized
  
  Fi nancial Disclosure Report: Not required
  
  Requirements
  
  Conditions of Employment
  
  
  • You must be a U.S. Citizen to apply for this job.
  • Selective Service Registration is required for males born after 12/31/1959.
  • Must be proficient in written and spoken English.
  • You may be required to serve a probationary period.
  • Subject to background/security investigation.
  • Selected applicants will be required to complete an online onboarding process.
  • Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
  • Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details.
  
  
  Qualifications
  
  a. Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).
  
  b. English Language Proficiency: Supervisory MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j.
  
  c. Experience and Education.
  
  (1) 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,
  
  (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.
  
  Grade Determinations: Supervisory Medical Support Assistant, GS-8 Experience. One year of experience equivalent to the GS-07 grade level leading to Supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Qualifying experience includes experiences leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Working in an administrative health care setting such as being responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings; assist with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources; ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. In addition to meeting one year of experience as described above, candidates must also demonstrate all of the KSAs below: Provide 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.
  
  • 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.
  • Provide briefings, orientations, staff development, and training in a patient support setting.
  • Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
  • 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, Medical Support Assistant Qualification Standard August 1, 2019. This can be found in the local Human Resources Office.
  
  Physical Requirements: Position is primarily sedentary in nature. May require moderate lifting, some walking, standing, bending and carrying of light items as needed. May work alone or with closely with others in an office setting.
  
  Education
  
  Education cannot be used to qualify for this position.
  
  Additional information
  
  Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.
  
  During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.
  
  This job opportunity announcement may be used to fill additional vacancies.
  
  This position is in the Excepted Service and does not confer competitive status.
  
  VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.
  
  Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process.
  
  If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.
  
  
  • Benefits
    
    A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
    
    Review our benefits
    
    Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
  
  
  How You Will Be Evaluated
  
  You will be evaluated for this job based on how well you meet the qualifications above.
  
  IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.
  
  Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
  
  The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.
  
  It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
  
  Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.
  
  
  • Benefits
    
    A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
    
    Review our benefits
    
    Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
  • Required Documents
    
    As a new or existing federal employee, you and your family may have access to a range of benefits. Your benefits depend on the type of position you have - whether you're a permanent, part-time, temporary or an intermittent employee. You may be eligible for the following benefits, however, check with your agency to make sure you're eligible under their policies.
    
    To apply for this position, you must provide a complete Application Package which includes:
    
    
    • Resume
    • SF-50/ Notification of Personnel Action
    
    
    The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
    
    
    • DD-214/ Statement of Service
    • Resume
    • SF-50/ Notification of Personnel Action
    • Transcript
    
    
    Veterans' preference does not apply for internal or other current permanent Federal agency employees.
    
    If you are relying on your education to meet qualification requirements:
    
    Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
    schools accredited by accrediting institutions recognized by the U.S. Department of Education.
    
    Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
  • How to Apply
    
    All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 07/12/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12474123.
    
    1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
    2. Click Submit My Answers to submit your application package.
    
    
    NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
    
    To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
    
    Agency contact information
    
    Tina Winkfield
    
    Email
    
    Tina.Winkfield@va.gov
    
    Address
    
    VISN 7 DIRECTORS OFFICE VA Southeast Network
    
    3700 Crestwood Parkway, NW
    
    Duluth, GA 30096
    
    US
    
    Next steps
    
    Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
    
    You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
    
    NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
  • Fair and Transparent
    
    The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
    
    
    • Criminal history inquiries
    • Equal Employment Opportunity (EEO) Policy
    • Financial suitability
    • New employee probationary period
    • Privacy Act
    • Reasonable accommodation policy
    • Selective Service
    • Signature and false statements
    • Social security number request
  
  
  Required Documents
  
  To apply for this position, you must provide a complete Application Package which includes:
  
  
  • Resume
  • SF-50/ Notification of Personnel Action
  
  
  The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please use this checklist to ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.
  
  
  • DD-214/ Statement of Service
  • Resume
  • SF-50/ Notification of Personnel Action
  • Transcript
  
  
  Veterans' preference does not apply for internal or other current permanent Federal agency employees.
  
  If you are relying on your education to meet qualification requirements:
  
  Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from
  schools accredited by accrediting institutions recognized by the U.S. Department of Education.
  
  Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
  
  How to Apply
  
  All applicants are encouraged to apply online. To apply for this position, you must complete the full questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 07/12/2024 to receive consideration. To preview the questionnaire click https://apply.usastaffing.gov/ViewQuestionnaire/12474123.
  
  1. To begin, click Apply Online to create a USAJOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
  2. Click Submit My Answers to submit your application package.
  
  
  NOTE: It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
  
  To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
  
  Agency contact information
  
  Tina Winkfield
  
  Email
  
  Tina.Winkfield@va.gov
  
  Address
  
  VISN 7 DIRECTORS OFFICE VA Southeast Network
  
  3700 Crestwood Parkway, NW
  
  Duluth, GA 30096
  
  US
  
  Next steps
  
  Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
  
  You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
  
  NOTE: Participation in the seasonal influenza program is a condition of employment and a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). It is a requirement that all HCP to receive annual seasonal influenza vaccination or obtain an exemption for medical or religious reasons. Wearing a face mask is required when an exemption to the influenza vaccination has been granted. HCP in violation of this directive may face disciplinary action up to and including removal from federal service. HCP are individuals who, during the influenza season, work in VHA locations or who come into contact with VA patients or other HCP as part of their duties. VHA locations include, but are not limited to, VA hospitals and associated clinics, community living centers (CLCs), community-based outpatient clinics (CBOCs), domiciliary units, Vet centers and VA-leased medical facilities. HCP include all VA licensed and unlicensed, clinical and administrative, remote and onsite, paid and without compensation, full- and part-time employees, intermittent employees, fee basis employees, VA contractors, researchers, volunteers and health professions trainees (HPTs) who are expected to perform any or all of their work at these facilities. HPTs may be paid or unpaid and include residents, interns, fellows and students. HCP also includes VHA personnel providing home-based care to Veterans and drivers and other personnel whose duties put them in contact with patients outside VA medical facilities.
  
  Fair & Transparent
  
  The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
  
  
  • Criminal history inquiries
  • Equal Employment Opportunity (EEO) Policy
  • Financial suitability
  • New employee probationary period
  • Privacy Act
  • Reasonable accommodation policy
  • Selective Service
  • Signature and false statements
  • Social security number request

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