Supervisory Medical Support Assistant (Encounter Management)
Duties include, but are not limited to:
Responsible for the administrative and program management of the encounter process Utilizes CPRS, VISTA, PCE, Surgical Package, Radiology Package, for the data capture process, with each system designed to accept only pre-specified clinical site data. Generates, formats, analyzes and draws conclusions from reports in VISTA, VSSC, Clinical Data Warehouse, and other available reporting resources to closely monitor encounter errors. Responsible for Encounters Action Required Report (EARR) to identify encounters that did not transmit because one or more of the necessary fields to close out the encounter is missing. Responsible for Incomplete Encounter Error Report (IEMM) to identify encounters that were closed out, however rejected due to errors. Uses locally developed dashboard tools, in addition to national and VISN level resources available for the monitoring of encounter/data capture performance. Reviews all open encounters with errors daily, performing and coordinating daily exception management initiatives and taking actions as noted below, to ensure encounters may pass system edits within the PCE software. Monitors the daily, weekly, monthly, quarterly and annual action required metrics throughout the facility, crossing service lines. Responsible for administrative encounter updates as appropriate - taking system actions to directly resolve errors. Provides supportive assistance to clinical providers and administrative areas, to facilitate timely corrections and actions are taken to resolve encounter outliers. Monitors trends in errors to isolate future training opportunities for mitigation purposes 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. 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. Performs work involving collection, compilation, and/or tracking of data and statistical information in support of several VA, VISN, and local programs; assists in the planning, review, and reporting the data. Ensure clinics are set up accurately so that communications that go out to patients and visitors have accurate contact information (phone and location). 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. Work Schedule:
Full Time, Monday - 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. Preferred
Experience:
Familiarity with the Encounters Action Required Report (EARR) and the Incomplete Encounter Error Report (IEMM). 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.
Responsible for the administrative and program management of the encounter process Utilizes CPRS, VISTA, PCE, Surgical Package, Radiology Package, for the data capture process, with each system designed to accept only pre-specified clinical site data. Generates, formats, analyzes and draws conclusions from reports in VISTA, VSSC, Clinical Data Warehouse, and other available reporting resources to closely monitor encounter errors. Responsible for Encounters Action Required Report (EARR) to identify encounters that did not transmit because one or more of the necessary fields to close out the encounter is missing. Responsible for Incomplete Encounter Error Report (IEMM) to identify encounters that were closed out, however rejected due to errors. Uses locally developed dashboard tools, in addition to national and VISN level resources available for the monitoring of encounter/data capture performance. Reviews all open encounters with errors daily, performing and coordinating daily exception management initiatives and taking actions as noted below, to ensure encounters may pass system edits within the PCE software. Monitors the daily, weekly, monthly, quarterly and annual action required metrics throughout the facility, crossing service lines. Responsible for administrative encounter updates as appropriate - taking system actions to directly resolve errors. Provides supportive assistance to clinical providers and administrative areas, to facilitate timely corrections and actions are taken to resolve encounter outliers. Monitors trends in errors to isolate future training opportunities for mitigation purposes 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. 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. Performs work involving collection, compilation, and/or tracking of data and statistical information in support of several VA, VISN, and local programs; assists in the planning, review, and reporting the data. Ensure clinics are set up accurately so that communications that go out to patients and visitors have accurate contact information (phone and location). 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. Work Schedule:
Full Time, Monday - 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. Preferred
Experience:
Familiarity with the Encounters Action Required Report (EARR) and the Incomplete Encounter Error Report (IEMM). 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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