Supervisory Medical Support Assistant (Call Center)

Summary The Supervisory Medical Support Assistant (Supervisory MSA) works for the San Francisco VA Healthcare System Call Center at the San Bruno Community Based Outpatient Clinic. The Supervisory MSA provides support across multiple ancillary and inter-professional clinics and determines the needs of the Veteran/caregiver. The Supervisory MSA is responsible for routing clinical questions to appropriate clinical staff. *THIS

Is Not a Remote or Telework

POSITION** Duties The Supervisory MSA plays an integral role in achieving first-contact resolution through Veteran-centered delivery of care. The Supervisory MSA provides information on programs and initiatives available to Veterans and provides administrative referrals of services as needed. The Supervisory MSA collaborates to best coordinate the care needs of the Veteran. The Supervisory MSA has full responsibility for supervising at least one subordinate MSA team member. 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. Works collaboratively with departments, services, and inter-professional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging and video. The Supervisory MSA 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, administrate independence, complexity (difficulty) and race of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness. Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit. Operates within the various contact modalities to receive and respond to incoming and outgoing contacts using computerized interfaces and telecommunications hardware and software. Supervisory Provides accurate details of organizational information to Veterans regarding the different services the VA offers. Provides high-quality customer service to Veterans and their families/caregivers. Communicates tactfully and effectively to customers. Resolves Veteran complaints as appropriate. Performs duties as assigned to ensure efficient and effective operations. The Supervisory MSA is accountable to a designated manager or other immediate supervisor who provides the administrative oversight, work assignment, management of time and leave and completion of all aspects of the performance evaluation. The Supervisory MSA works collaboratively with all levels of VA leadership and services within and outside of the VHA and VISN as well as non-VA health care entities which provide care to patients. Meets the core competencies of the position. The incumbent should be proficient in interpreting guidelines to apply to specific cases, or problems. Use discretion and initiative to decide on the appropriate course of action. The MSA can work independently make decisions based on training, guidelines, processes and/or regulations. It is the incumbent's responsibility to maintain confidentiality of information in carrying out required duties. Performance will be evaluated based on the of the incumbent's ability to effectively, efficiently and safely perform duties of position. Meets the needs of customers while supporting the VA mission. Consistently communicates and treats customers (Veterans, families, Veteran representatives, all VA staff) in a courteous manner. Provides the customer with consistent information according to established policies and procedures. Constructively handles conflict. Other duties as assigned. *THIS

Is Not a Remote or Telework Position. Must Be Willing

To Relocate/report to the San Bruno Va

CLINIC** Work Schedule: Monday

• Friday 8:00am
• 4:30pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 662-11688F Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Qualifications Applicants pending the completion of educational or certification/licensure requirements may be referred and tentatively selected but may not be hired until all requirements are met. ***KSA Recommendation
• All qualifying experience you possess must be clearly described in your application package. We will not make assumptions when reviewing applications. Failure to demonstrate your experience and knowledge, skills, and abilities (KSAs) in your application may result in disqualification. It is strongly recommended that you write to each KSA (found below) to demonstrate how you have gained each one in your application package or on a supplemental document ***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]. 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. Experience: None Education: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). 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). Grandfathering Provision: Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply: Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard. Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation. NOTE: This provision is not intended to regularize appointments/placements Grade Determinations: In addition to the Basic Requirements listed above, the following education and exp