Summary The incumbent serves as a Supervisory Advanced Medical Support Assistant in the San Francisco VA Health Care System (SFVAHCS). Time will be dedicated to the Clearlake CBOC. The Supervisory Advanced Medical Support Assistant is responsible for managing and supervising all the appointment management services of the clinics and supervises all Lead and Advanced Medical Support Assistants (MSAs). Responsibilities The Supervisory MSA plans and directs programs in the clinic, supporting primary care, and/or specialty care. The incumbent is responsible for implementing and enforcing clinic changes. Advises supervisor strategies to manage clinic access and ensure compliant appointment management practices per VA scheduling directive guidelines. Manages CPRS view alerts from providers for action involving patient care follow-up. Ensures subordinate Lead and Advanced MSAs appropriately manage new consults for specialty and/or primary care clinics in CPRS to ensure consults are scheduled timely and within VA guidelines. Ensures patient aligned care teams (PACTs) have the appropriate equipment, supplies and space to safely accomplish work. Monitors and analyzes Automated Call Distribution (ACD) data to ensure timely phone access for patients and provides feedback and training to staff; identifies developmental and training needs for all staff operating on the ACD system. Disseminates new VA Directives and procedures that impact/relate to front desk and clinic operations and provides training to staff. Anticipates problems and develops systems and processes to ensure the goals and mission of the VA are able to be met. Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decision on selections; evaluating performance, and taking disciplinary action when necessary. Analyzing staffing and workload patterns to ensure appropriate coverage of workload needs. Planning work to be accomplished by subordinates, setting and adjusting priorities. Determining appropriate tours of duty. Incumbent has full administrative and professional responsibility for planning and directing the Lead and Advanced MSAs activities. The incumbent will also serve as the ADPAC for Clearlake CBOC. Clinic Management The incumbent is the administrative resource for primary care and/or specialty care . The Programs have clinics which SFVAHCS function in various physical locations and have a core of staff clinicians. The incumbent is the administrative focal point for the programs as regards to their operations management, including personnel staffing issues, workload adjustments, supplies, space arrangements, data collection such as provider patient panels, clinic workload and analysis. The incumbent is the primary point of contact for daily clinic operation management and for all reporting and other management information needed regarding the Clinical Programs. Incumbent assures that the Clinical Program has the appropriate equipment, supplies, equipment repairs, space, etc., manages requests for services and resources needed by the Clinical Programs. Routinely prepares correspondence that addresses issues involving these clinics. Incumbent routinely serves as a resource and facilitator to resolve patient concerns, respond to patient inquiries, respond to inquiries on behalf of patients, etc. Incumbent must assure that all patient (customer) service issues are appropriately attended to, must verify that patient eligibility issues are addressed and assures that patients who have copayment obligations are correctly identified and appropriately billed for services. Appointment Management Establishes and manages clinic profiles for all clinics within the area of responsibility. Incumbent functions as the administrative process and policy expert, advising medical and administrative staff relative to creating new clinic profiles or making changes to established profiles. The incumbent works with the Lead MSAs and supervisor to ensure the clinic stop code information corresponds with the DSS stop code identifiers on the clinic profiles. The incumbent will be responsible for programming detailed encounter forms, and action profile settings, resolving the electronic no-show policy, setting appointment length and overbook capacity, granting individuals scheduling access to restricted clinics, and assigning specific user class rights to providers, based on verified credentials. The incumbent collects data relevant to the clinic area of responsibility, activities and workload for report preparation and submissions. Work Schedule: Monday-Friday 8:00am - 4:30pm, PST Telework: Not eligible for Telework Virtual: This is not a virtual position. Relocation/Recruitment Incentives: Not Authorized Requirements 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. 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. 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 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. 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. Creditable Experience: Candidates must demonstrate all of the Knowledge Skills and Abilities (KSA's) below: 1. 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. 2. 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. 3. Ability to provide briefings, orientations, staff development, and training in a patient support setting. 4.. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. 5. 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. 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). Grade Determinations: One year of experience equivalent to the GS-07 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. References: VA HANDBOOK 5005/117 PART II APPENDIX G45 PUBLISHED AUGUST 1, 2019. The full performance level of this vacancy is GS-08. The actual grade at which an applicant may be selected for this vacancy is a GS-08 Physical Requirements: Light lifting and carrying, up to 15 pounds. May be reaching above shoulders. Requires walking standing, hearing (aid permitted), and repetitive computer use. 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: http://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html. Additional Information This job opportunity announcement may be used to fill additional vacancies. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. 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. 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. If you are unable to apply online view the following link for information regarding an Alternate Application.