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1. Supervision. Carries out a full range of administrative and supervisory duties, to include assignment of work, performance evaluations, selection of staff, and recommendations for awards and advancements. Organizes work, sets priorities, and delegates tasks and responsibilities in order to meet deadlines. Communicates skillfully with individuals in order to obtain the desired effect, while ensuring compliance with established policies and regulations. Manages staffing requirements, manages priorities, and coordinates work in order to complete duties in an accurate and timely manner. Follows up on pending issues while demonstrating an understanding of the impact of work not completed. Provides briefings, orientations, staff development, and training.
2. Resource Management. Manages fiscal matters, forecasts resource and equipment needs, and identifies budgetary needs.
3. Demonstrates Courtesy and Professionalism. Shows courtesy, respect, and a positive attitude toward patients, co-workers, subordinate staff, and the public. Demonstrates ability to collaborate, communicate, set priorities, and organize work in order to meet deadlines and to ensure compliance with established processes, policies, and regulations.
4. Identifies Customers' Concerns. Applies discernment and sensitivity when performing tasks required to resolve issues accurately and timely. Facilitates any necessary follow-up so as to ensure satisfactory resolution. Communicates tactfully and effectively, both orally and in writing, in order to meet program objectives. Demonstrates advanced knowledge of technical health care processes as they relate to patients' access to care. Collaborates, communicates, and demonstrates customer service and interpersonal skills with all healthcare professionals in order to ensure quality and continuity of care and as well, to ensure compliance with established policies and regulations.
5. Advanced Clinical Support. Demonstrates advanced knowledge of managing a clinic and authoritatively utilizes various reference sources. Makes decisions and empowers others to collaborate in order to resolve problems within a complex systems environment. Applies authoritative knowledge of policies and procedures associated with operational activities that affect patient flow, patient care, and the revenue process.
6. Operates Computerized Programs. Utilizes computerized programs and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, authorization systems, and/or reporting formats. Maintains patient confidentiality with written and verbal information, per HIPAA requirements. This may include preparing reports in various formats and presenting data to various organizational levels.
7. Applies Knowledge of Medical Terminology. Demonstrates advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians in order to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility.
8. Employee Education. Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor.
9. Other assignments. Include, but are not limted to: participating and providing input in problem solving on operational issues or procedures in team meetings; performing administrative follow-up actions; participating in and independently following up on team huddles by sharing information and collaborating with PMRS clincal staff to assure continuity of care; monitoring encounter activity to ensure timeliness standards are met for billing and workload capture.

Work Schedule: Monday thru Friday, 7:00am - 3:30pm
Financial Disclosure Report: Not required

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
• You may be required to serve a probationary period
• Subject to a background/security investigation
• Must be proficient in written and spoken English
• Selected applicants will be required to complete an online onboarding process

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.
• Education and 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 one year above high school; OR equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable
• Certification: None required.
• Physical Requirements: Outlined below
• 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.
  

Preferred Experience: Performing ADPAC duties and experience with Encounters

Grade Determinations: To qualify for the GS-8 grade level, you must have one year of experience equivalent to the GS-7 grade level leading or supervising MSAs or equivalent administrative patient support in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Examples of this experience may include working organizing work, setting priorities, and delegating tasks/responsibilities in order to meet deadlines; communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff; providing staff development and training; providing full range of administrative and supervisory duties in a patient support setting; and, providing briefings, orientations, staff development and training related to administrative functions in a patient support setting.

In addition, 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.

References: VA Handbook 5005/117, Part II, Appendix G45

The full performance level of this vacancy is GS-8. The actual grade at which an applicant may be selected for this vacancy is at the GS-8 grade level.

Physical Requirements: The duties of the position require periods of sitting, standing and walking. Some stressful situations may occur when communicating with patients and their families who may have multiple physical, mental and psychosocial problems and needs. There may be occasional visits to on and off-site VA nursing homes and clinics for patient and staff education regarding scheduling. Incumbent must communicate effectively to individuals as well as in a group setting.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, résumé, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment.

Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.

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.