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Veterans Affairs, Veterans Health Administration SUPERVISORY MEDICAL SUPPORT ASSISTANT in Walla Walla, Washington

Summary This position is located at the Jonathan M. Wainwright Memorial VA Medical Center (VAWW). The incumbent serves as a direct supervisor to Medical Support Assistants (MSAs) within the Office of Community Care (OCC) at the Medical Center and affiliated sites in Washington, Oregon, and Idaho. The Supervisory MSA for OCC plans and facilitates daily work assignments and flow for OCC MSA's. Responsibilities Supervisory Duties: The incumbent carries out a full range of supervisory duties including: - Preparing functional statements, results-oriented performance standards, and competencies and reviewing annually to assure congruence with policies - Conducting performance reviews in keeping with established timelines and providing feedback to staff at least quarterly - Participating in the recruitment and selection process of new employees - Identifying educational and training needs for new and existing staff to create and implement training plans to develop staff to meet program objectives - Managing staffing and priorities to complete duties in an accurate and timely manner - Assigning work to subordinate staff and evaluation thereof, including scheduling audits. - Evaluating new products, equipment, and systems to make recommendations for improved operations - Providing technical and management guidance to optimize use of resources - Using extensive knowledge of applicable directives, handbooks, guidebooks, policies, and procedures. - Listening to and resolving complaints from employees and referring to higher level management when appropriate - Advising, counseling, and providing instruction to employees in matters such as work performance, leave usage, and prior conduct. Applying discipline when appropriate. - Certifying timecards and attendance records and approving/disapproving all leave requests as appropriate. - Preparing holiday and vacation schedules ensuring adequate coverage at all times. - Ensuring subordinates complete all mandatory training timely Program Duties: - Applying governing laws, regulations, policies and procedures to provide services within accepted guideline - Writing and revising station policies and memoranda. - Using analytical methods in the independent research, compilation, and evaluation of program data from multiple sources against applicable standards to ensure compliance with same and make recommendations for improvement. - Conducting regular meetings with OCC and other staff to keep them appraised of changes in OCC processes. - Serving as an advisor to all levels of management regarding OCC requirements and how services provided by OCC can assist them in enhancing care for Veterans. - Monitoring the Consult Tracking Report. - Performing Health Share Referral Management (HSRM) audits. - Monitoring workload in the Third-Party Payor portal and EHMR view alerts. - Serving as an active member on various committees, task forces, and groups as needed. - Assisting in the completion of responses to inquiries, including those from the White House, Congressional offices, and the Patient Advocate Tracking System. - Applying knowledge of Medical Terminology due to the technical nature of language utilized by clinicians to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility. Work Schedule: Monday through Friday, 8:00 a.m. to 4:30 p.m. Financial Disclosure Report: Not required Requirements Conditions of Employment Qualifications 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. 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. 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. 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). Grade Determinations: Experience: One year of experience equivalent to the GS-7 grade level leading or supervising MSA's or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. 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. Demonstrated Knowledge, Skills, and Abilities. Candidates Must Demonstrate all of the KSA's below: i. 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. ii. 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. iii. Ability to provide briefings, orientations, staff development, and training in a patient support setting. iv. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. v. 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 G-45, August 1, 2019 The full performance level of this vacancy is GS-8. Physical Requirements: This position involves light carrying (under 15 lbs.), reaching above shoulders, use of fingers, both hands, walking, standing, repeated bending, hearing (aid permitted). Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on education. Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: Additional Information This job opportunity announcement may be used to fill additional vacancies. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. 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. 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. If you are unable to apply online view the following link for information regarding an Alternate Application.