Supervisory Medical Support Assistant (Clinic Profile Manager)
Duties include, but are not limited to:
Serves as the primary facility point of contact for the management and creation of all clinic profiles, including both inpatient, outpatient, community care, count, and non-count clinics, for the Northport VA Medical Center. Standardize clinic profiles in accordance with national guidance and have oversight of facility development and use of an electronic Clinic Profile Management process to request and approve new clinic profiles, change(s) to or to fulfil inactivation requests for clinics. Reviews work produced and analyzes weekly reports to evaluate production and takes appropriate action to resolve backlogs, scheduling errors, ICB Capture, EARR Review and Pre-Registration Data. Attends required Section meetings and other meetings throughout the facility as deemed appropriate. The employee may serve on workgroups and/or committees as deemed appropriate; may be called to assist in audits or studies relating to the clinical setting. Provides direct oversight of all administrative requirements associated with clinic profile management protocols, within Northport VAMC. Utilizing direct analysis, provides evaluation of existing procedures, with development of standardized policies and procedures, as necessary to ensure the integrity of the clinic profile process, in support of optimal access for Veterans to all lines of healthcare. Ensure clinics are set up accurately so that communications that go out to patients and visitors have accurate contact information (phone and location). Will update necessary systems (VistA, VAR, VAOS, and postcard system) to ensure accurate information is displayed appropriately. 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. Performs work involving collection, compilation, and/or tracking of data and statistical information in support of several VA, VISN, and local programs (i.e. Advanced Clinic Access Procedures, Electronic Waiting List, KIOSKs, Missed Opportunities, Consultation Management, Encounter Actions, Clinic Profile management and utilization and Patient Reminder Phone calls); assists in the planning, review, and reporting the data; establishes protocols and coordinates incoming data from a variety of sources. Oversight of clinic profiles is critical for facility-wide integration into an efficient clinic practice management model, encompassing primary care, mental health, specialty care, ambulatory surgery, and all other outpatient clinics, including all the community-based outpatient clinics (CBOCs). Subject matter expert for Veteran Schedule Enhancement/VISTA GUI (VSE), providing direct support to staff throughout the medical center on scheduling processes, policies, and directives, providing guidance and recommendations to support all scheduling processes, as they relate to clinic profile creation and update. Provides oversight to the use of the auto-attendant for reminder phone calls to patients for all scheduled appointments, ensuring that the auto-attendant is updated to include all existing and new clinics set-up, and that all deactivated clinics are also dispositioned in the system. Provides oversight for the Vet Link (kiosk), processes, ensuring that clinics are properly set up in Vet Link to allow for veteran check-in processes; serves as the implementation manager for use of clinic queueing, and other Vet Link capabilities, throughout the medical center, for the purpose of improving efficiency, and reporting capabilities on wait times within the clinic. Utilizes data extracts to recommend improved patient flows within the clinic setting, to improve efficiency and patient experience. Responsible for oversight of the Insurance Capture Buffer process, ensuring the inclusion of clinics into the ICB queues of the MSA staff in each clinical area, incorporating a notification process when activating new clinics and deactivating clinics. Will perform monthly audits of ICB queues to ensure conformity with local policies, enhancing data capture. Work Schedule:
Full time; Monday through Friday 8:
00 am to 4:
30 PM Financial Disclosure Report:
Not required Basic Requirements:
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.). 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. Certification:
None required. 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). 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. Creditable Experience Knowledge of MSA Practices:
To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of
Experience:
Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time
Experience:
Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. Grade Determinations:
Supervisory Medical Support Assistant, GS-8
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. 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. 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 as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. Demonstrated Knowledge, Skills, and Abilities:
Candidates must demonstrate all of the KSAs 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, Part II, Appendix G45 The full performance level of this vacancy is GS8. The actual grade at which an applicant may be selected for this vacancy is GS8. Physical Requirements:
The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.
Estimated Salary: $20 to $28 per hour based on qualifications.
Serves as the primary facility point of contact for the management and creation of all clinic profiles, including both inpatient, outpatient, community care, count, and non-count clinics, for the Northport VA Medical Center. Standardize clinic profiles in accordance with national guidance and have oversight of facility development and use of an electronic Clinic Profile Management process to request and approve new clinic profiles, change(s) to or to fulfil inactivation requests for clinics. Reviews work produced and analyzes weekly reports to evaluate production and takes appropriate action to resolve backlogs, scheduling errors, ICB Capture, EARR Review and Pre-Registration Data. Attends required Section meetings and other meetings throughout the facility as deemed appropriate. The employee may serve on workgroups and/or committees as deemed appropriate; may be called to assist in audits or studies relating to the clinical setting. Provides direct oversight of all administrative requirements associated with clinic profile management protocols, within Northport VAMC. Utilizing direct analysis, provides evaluation of existing procedures, with development of standardized policies and procedures, as necessary to ensure the integrity of the clinic profile process, in support of optimal access for Veterans to all lines of healthcare. Ensure clinics are set up accurately so that communications that go out to patients and visitors have accurate contact information (phone and location). Will update necessary systems (VistA, VAR, VAOS, and postcard system) to ensure accurate information is displayed appropriately. 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. Performs work involving collection, compilation, and/or tracking of data and statistical information in support of several VA, VISN, and local programs (i.e. Advanced Clinic Access Procedures, Electronic Waiting List, KIOSKs, Missed Opportunities, Consultation Management, Encounter Actions, Clinic Profile management and utilization and Patient Reminder Phone calls); assists in the planning, review, and reporting the data; establishes protocols and coordinates incoming data from a variety of sources. Oversight of clinic profiles is critical for facility-wide integration into an efficient clinic practice management model, encompassing primary care, mental health, specialty care, ambulatory surgery, and all other outpatient clinics, including all the community-based outpatient clinics (CBOCs). Subject matter expert for Veteran Schedule Enhancement/VISTA GUI (VSE), providing direct support to staff throughout the medical center on scheduling processes, policies, and directives, providing guidance and recommendations to support all scheduling processes, as they relate to clinic profile creation and update. Provides oversight to the use of the auto-attendant for reminder phone calls to patients for all scheduled appointments, ensuring that the auto-attendant is updated to include all existing and new clinics set-up, and that all deactivated clinics are also dispositioned in the system. Provides oversight for the Vet Link (kiosk), processes, ensuring that clinics are properly set up in Vet Link to allow for veteran check-in processes; serves as the implementation manager for use of clinic queueing, and other Vet Link capabilities, throughout the medical center, for the purpose of improving efficiency, and reporting capabilities on wait times within the clinic. Utilizes data extracts to recommend improved patient flows within the clinic setting, to improve efficiency and patient experience. Responsible for oversight of the Insurance Capture Buffer process, ensuring the inclusion of clinics into the ICB queues of the MSA staff in each clinical area, incorporating a notification process when activating new clinics and deactivating clinics. Will perform monthly audits of ICB queues to ensure conformity with local policies, enhancing data capture. Work Schedule:
Full time; Monday through Friday 8:
00 am to 4:
30 PM Financial Disclosure Report:
Not required Basic Requirements:
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.). 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. Certification:
None required. 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). 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. Creditable Experience Knowledge of MSA Practices:
To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting. Quality of
Experience:
Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time
Experience:
Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. Grade Determinations:
Supervisory Medical Support Assistant, GS-8
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. 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. 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 as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. Demonstrated Knowledge, Skills, and Abilities:
Candidates must demonstrate all of the KSAs 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, Part II, Appendix G45 The full performance level of this vacancy is GS8. The actual grade at which an applicant may be selected for this vacancy is GS8. Physical Requirements:
The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset.
- Department:
0679 Medical Support Assistance - Salary Range:
$55,347 to $71,951 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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