Supervisory Medical Support Assistant
This position works in the Patient Administration Section of the Business Office for the Columbia VA Healthcare System at the following locations:
Anderson, Columbia, Florence, Greenville, Orangeburg, Spartanburg, and Sumter SC. Patient Administration is responsible for the administrative support of clinical services. The goal of Patient Administration section is to perform a variety of administrative duties that facilitate an effective workflow for the clinical staff. This position requires daily communication through face to face interactions with veterans, supervisors, colleagues, and visitors. These interactions also include digital communications such as telephone conversations, secure messaging, instant messaging and emails. This position does not qualify for telework. The Supervisory MSA has full administrative and professional responsibility for planning and directing of the MSA's daily activities. The Supervisory MSA independently manages position responsibilities with little supervision as well as set priorities and deadlines adjusting to the flow and sequencing of work to the needs of the veteran and organization. The Supervisory MSA serves as the direct line supervisor for the Lead MSAs and all level MSAs. Duties include, but are not limited to:
assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decisions on selections; evaluating performance; recommending disciplinary action when necessary; and extracting and analyzing data in order to provide reports in support of performance measures to senior management. The Supervisory Medical Support Assistant demonstrates knowledge and expertise in the Patient Administration process to include:
- Scheduling appointments in accordance with VHA Directive 1230; including canceling, re-scheduling, and no showing patient appointments and/or consults. - Verify and update patient demographics to include capturing of insurance data. - Ensure clinic assigned staff are appropriately utilizing the EWL, Recall List (Delinquent), Return to Clinic Orders (Query from VS GUI) and View Alerts for accurate disposition daily. - Ensuring patient encounters are completed for clinics assigned by the end of each business day (no-shows and patient cancellations through AudioCare, VeText, etc.). - Extracting medical information from electronic records when requested by Providers, Social Workers, Nurses, and Supervisors while maintaining HIPPA standards. - Ensure clinic assigned staff is appropriately maintaining the electronic wait list, delinquent recall, insurance capture buffer exception list and appropriately utilizing Vet Link for clinics assigned. - Receiving and directing patients and visitors, in person and by telephone, answering routine inquiries, and making appropriate referral of questions concerning patients' care. - Relaying test results to appropriate medical staff to include recognizing and referring urgent results to the professional staff for immediate action. - Process Beneficiary Travel vouchers as required. - Coordinate patient transportation and/or travel concerns with the Veterans Transportation Service and Bene-Travel staff. - Provide the full range of administrative and supervisory duties including assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements. - Ensures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA with a high degree of tact and diplomacy. - Ensures MSA staff explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients and properly collects, scans, and updates health insurance information as it's a key role in the revenue process. - Ensures all necessary health/administrative information is integrated into Computerized Patient Record System (CPRS) by either sending or scanning the documents appropriately. - Ensures patient safety standards are meet by subordinate staff using the correct Veterans Affairs identification of all patients using two forms of identification. - Collaborate, communicate and demonstrate customer service and interpersonal skills with all professionals to ensure quality/continuity of care and ensure compliance with established policies and regulations. - Provide orientation and staff training to both new and current employees. - Delegates authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. - Manage fiscal matters, forecast resource and equipment needs, and identify budget needs. - Performs other related duties as assigned. Work Schedule:
Monday - Friday, 8:
00am - 4:
30pm Telework:
Not Suitable Financial Disclosure Report:
Not required BASIC REQUIREMENTS:
CITIZENSHIP:
Must be a United States Citizen. ENGLISH:
Must be proficient in basic written and spoken English. EDUCATION/
Experience:
Must possess six (6) months experience of clerical, office, customer service or other work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. OR Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) OR Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-8 LEVEL TO QUALIFY FOR THIS POSITION. GS-8 LEVEL GRADE REQUIREMENTS:
SPECIALIZED
Experience:
Must have one year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-7, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. 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. Demonstrated Knowledge, Skills, and Abilities:
You must also demonstrate the following KSAs:
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. References:
VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standard GS-0679. Physical Requirements:
The work is primarily sedentary, but may require minimal lifting of no more than 35 pounds.
Estimated Salary: $20 to $28 per hour based on qualifications.
Anderson, Columbia, Florence, Greenville, Orangeburg, Spartanburg, and Sumter SC. Patient Administration is responsible for the administrative support of clinical services. The goal of Patient Administration section is to perform a variety of administrative duties that facilitate an effective workflow for the clinical staff. This position requires daily communication through face to face interactions with veterans, supervisors, colleagues, and visitors. These interactions also include digital communications such as telephone conversations, secure messaging, instant messaging and emails. This position does not qualify for telework. The Supervisory MSA has full administrative and professional responsibility for planning and directing of the MSA's daily activities. The Supervisory MSA independently manages position responsibilities with little supervision as well as set priorities and deadlines adjusting to the flow and sequencing of work to the needs of the veteran and organization. The Supervisory MSA serves as the direct line supervisor for the Lead MSAs and all level MSAs. Duties include, but are not limited to:
assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decisions on selections; evaluating performance; recommending disciplinary action when necessary; and extracting and analyzing data in order to provide reports in support of performance measures to senior management. The Supervisory Medical Support Assistant demonstrates knowledge and expertise in the Patient Administration process to include:
- Scheduling appointments in accordance with VHA Directive 1230; including canceling, re-scheduling, and no showing patient appointments and/or consults. - Verify and update patient demographics to include capturing of insurance data. - Ensure clinic assigned staff are appropriately utilizing the EWL, Recall List (Delinquent), Return to Clinic Orders (Query from VS GUI) and View Alerts for accurate disposition daily. - Ensuring patient encounters are completed for clinics assigned by the end of each business day (no-shows and patient cancellations through AudioCare, VeText, etc.). - Extracting medical information from electronic records when requested by Providers, Social Workers, Nurses, and Supervisors while maintaining HIPPA standards. - Ensure clinic assigned staff is appropriately maintaining the electronic wait list, delinquent recall, insurance capture buffer exception list and appropriately utilizing Vet Link for clinics assigned. - Receiving and directing patients and visitors, in person and by telephone, answering routine inquiries, and making appropriate referral of questions concerning patients' care. - Relaying test results to appropriate medical staff to include recognizing and referring urgent results to the professional staff for immediate action. - Process Beneficiary Travel vouchers as required. - Coordinate patient transportation and/or travel concerns with the Veterans Transportation Service and Bene-Travel staff. - Provide the full range of administrative and supervisory duties including assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements. - Ensures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA with a high degree of tact and diplomacy. - Ensures MSA staff explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients and properly collects, scans, and updates health insurance information as it's a key role in the revenue process. - Ensures all necessary health/administrative information is integrated into Computerized Patient Record System (CPRS) by either sending or scanning the documents appropriately. - Ensures patient safety standards are meet by subordinate staff using the correct Veterans Affairs identification of all patients using two forms of identification. - Collaborate, communicate and demonstrate customer service and interpersonal skills with all professionals to ensure quality/continuity of care and ensure compliance with established policies and regulations. - Provide orientation and staff training to both new and current employees. - Delegates authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. - Manage fiscal matters, forecast resource and equipment needs, and identify budget needs. - Performs other related duties as assigned. Work Schedule:
Monday - Friday, 8:
00am - 4:
30pm Telework:
Not Suitable Financial Disclosure Report:
Not required BASIC REQUIREMENTS:
CITIZENSHIP:
Must be a United States Citizen. ENGLISH:
Must be proficient in basic written and spoken English. EDUCATION/
Experience:
Must possess six (6) months experience of clerical, office, customer service or other work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant. OR Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED) OR Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED) IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-8 LEVEL TO QUALIFY FOR THIS POSITION. GS-8 LEVEL GRADE REQUIREMENTS:
SPECIALIZED
Experience:
Must have one year of experience that is directly related to the duties of a MSA and that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position. To be creditable, this experience must be equivalent to the next lower grade level, GS-7, and demonstrate the knowledge, skills, and abilities associated with current MSA responsibilities. 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. Demonstrated Knowledge, Skills, and Abilities:
You must also demonstrate the following KSAs:
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. References:
VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standard GS-0679. Physical Requirements:
The work is primarily sedentary, but may require minimal lifting of no more than 35 pounds.
- Department:
0679 Medical Support Assistance - Salary Range:
$47,889 to $62,269 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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