Summary The Dayton, Ohio Veterans Affairs Medical Center is recruiting for a well-qualified Supervisory Medical Support Assistant in the Patient Business Service Care Coordination Center, Community Care Unit. The primary function of this position is to provide support for the administrative and clerical operations of all Community Care, Inter-Facility consults, inpatient transfers into and out of the VA Medical Center, and coordination of all activities for Community Care to include the Mission Act. Responsibilities Supervisory duties include, but are not limited to: Supervising MSAs at the GS-6, and/or GS-7 levels (currently 20 GS-6 AMSA's and 1 GS-7 Lead MSA's) Providing full range of administrative and supervisory duties Collaborating, communicating, and demonstrating outstanding customer service and interpersonal skills Ensuring Patient Care Coordinators have administrative support necessary Providing briefings, orientations, staff development, and training for MSAs Managing fiscal matters, forecasting resource and equipment needs, and identifying budget needs Assigning work; establishing and adjusting short-term priorities Providing advice and instructions on work processes Resolving complex problems Taking disciplinary action when appropriate Making recommendations for improved operations Extracting and analyzing data in order to compile reports Keeping time and attendance records Other duties include, but are not limited to: Distributing and balancing the workload among employees. Assuring timely accomplishment of the assigned workload Overseeing status and progress of work; making day-to-day adjustments, obtaining assistance from the supervisor on problems that may arise, such as backlogs which cannot be disposed of promptly Completing work reviews {completed and in progress) Amending or rejecting work not meeting established standards, referring questions or matters not covered by written standards Recognizing and referring substandard performance or substandard behavior Estimating and reporting on expected time of completion of work, maintaining records of work accomplishments and time expended; preparing production reports as requested Working effectively in various electronic documentation systems such as Consult Tracking Manager, PPMS, CPRS, VC Viewer, and HSRM Instructing staff in specific tasks and job techniques. Providing written instructions, reference materials and supplies, as needed Providing on-the-job training {OJT) to new employees; ensures all training requirements are met Maintaining current knowledge of procedures, policies, guidelines, etc. Resolving simple informal complaints of employees, referring others to supervisor for resolution Providing information and/or making recommendations to supervisor concerning staff duty performance and behavior, training progress, including promotions, reassignments, recognition for outstanding performance Overseeing all timekeeping activities for Community Care Staff, including close supervision of the Primary and Alternate Timekeepers Interviewing applicants and family members to determine eligibility and substantiate legal entitlement Acting as the Liaison between the other VAs in VISN 10 for Inter-Facility consultations and other specialty appointments at the Dayton VA Overseeing inquiries via Inter-Facility consults for clinical appointments, receiving and handling telephone inquiries from numerous sources concerning authorization, consult status of Community Care, and patient transfers Utilizing advanced skills working in Microsoft Excel Maintaining strong skills in the enrollment/registration package Overseeing patient transfers into and out of the Medical Center Serving as the administrative point of contact in the request, coordination, and authorization for referrals to the community for Non-VA care. Assisting with the counsel of beneficiaries on application procedures, entitlement factors, and changes to entitlement that might initiate or alter benefits Reviewing all Community consults for completeness of information. Identifying questionable patterns or trends; making recommendations for corrective action Performing entitlement work related to the examination of the Community Care consults Establishing and maintaining effective working relationships with in-house professional staff, Non-VA care providers, and medical staff at outside VAs Understanding rules of scheduling Preparing correspondences for the purpose of obtaining or supplying information Answering, screening, and prioritizing telephone calls in a courteous and professional manner, serving as a point of contact for patients, medical center staff, and other community agencies. Communicating both orally and in writing with people of various backgrounds. Responsible for accurate appointment management and the coordination of all administrative information between the professional staff and the patient Demonstrating technical competency in the use of the VISTA and CPRS systems to enter and/or retrieve data for patient care Sending, receiving, and processing sensitive information and reports Collecting, compiling, and/or tracking of data in support of program operation Work Schedule: Monday through Friday, 0800-1630 Telework: Available Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not authorized Permanent Change of Station (PCS): Not authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. 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. Must pass pre-employment physical examination. 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 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. (1) 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, (2) Education. One year above high school; OR, (3) 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. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. (2) 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. (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Foreign Education. To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. 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. 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. 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: One year community care coordination. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is GS-8. Physical Requirements: Work is mostly sedentary; some periods of walking, bending, lifting or carrying of work-related items. Normal safety precautions and practices are required for working in as healthcare environment. 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 Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. 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. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.