Summary This Supervisory Medical Support Assistant position is located in the Primary Care Service at the VA Providence Healthcare System. This position is full-time at 40 hours per week. Responsibilities The position is responsible for planning, directing, and controlling work for the lower grade Medical Support Assistants. Work is performed collaboratively in an Interdisciplinary Coordinate Care delivery model (Patient Aligned Care Team, or Specialty Care Setting). Duties include, but are not limited to: Responsible for planning, organizing, and directing the work of lower medical support assistants; Establishes work priorities, identifies developmental training needs of employees and provides or arranges f or training when required; Conducting training such as in-service education of on-the-job skills, classroom instruction closely associated with actual inpatient/outpatient hospital clinical practices, and attitudes and relationship of position to professional staff; Responsible for new employee orientation and is expected to work closely with new employees for the first (90) days; Reviews work produced and analyzes weekly reports to evaluate production and takes appropriate action to resolve backlogs, scheduling errors, ICB Capture, BARR Review and Pre Registration Data; Serves as point of contact for resolving patient issues especially regarding appointment and scheduling concerns; Maintains clerical guidelines and manuals as well as preparation of material to be used in training new employees; Acts as liaison with the Medical Support Assistants, Medical staff, Nursing staff and other services offering expert advice on administrative details and procedures relative to areas and will evaluate problematic areas and present findings to their Supervisor and respective Service Line designees for corrective action; Works closely with providers and clinic staff to ensure all processes are compliant in accordance with VHA Directive 1230- Outpatient Scheduling Processes and Procedures, VHA Directive 1232 - Consult Processes and Procedures, and VHA Directive 1231 - Outpatient Clinic Practice Management; Ensures subordinates serve as the initial point of contact for the units, clinics, patient, call centers, Care in the Community (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; Conducts regular staff meetings with the medical support assistants to update them on policy changes and new procedures; and, Other duties as assigned. Work Schedule: Monday-Friday, 8:00am - 4:30pm Telework: Ad-Hoc; At supervisor's discretion. Virtual: This is not a virtual position. Functional Statement #: 650-F01629 Relocation/Recruitment Incentives: Not Authorized. Permanent Change of Station (PCS): Not Authorized. Financial Disclosure Report: Not Required. This position is in the Excepted Service. Veterans' preference does not apply for internal or other current permanent Federal agency employees. This position is not a Bargaining Unit position. This position is covered by a special rate. Narrative responses to the knowledge, skills and abilities (KSAs) may be required from the selectee in order to proceed with the appointment. 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 Applicants must meet all of the below requirements to be found qualified for this position. 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. Education and Experience. 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. In addition to the basic requirements listed above, applicants must the following grade requirements. Grade Determinations: Experience. One year of experience equivalent to the GS-7 grade level[leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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. 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. Ability to 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. 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. Preferred Experience: Supervisory experience, scheduling experience and Microsoft Office experience. References: VA HANDBOOK 5005/117 PART II APPENDIX G45 Physical Requirements: See VA Directive and Handbook 5019. 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: http://ope.ed.gov/accreditation/. 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: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information 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.