SUPERVISORY MEDICAL SUPPORT ASSISTANT

Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

Total Rewards of a Allied Health Professional

You will ensure each patient receives prompt and courteous service. Additionally, you will provide assistance during patient / staff communications, determining the nature of each request submitted, and initiating action. Furthermore, it is your responsibility to orientate and provide training for new and current employees using various systems. These systems include, but are not limited to: Veterans Integrated System Technology Architecture (VistA), Computerized Patient Record System (CPRS), Vetlink, VA ISS, Insurance Capture Buffer (ICB), VHA Support Service Center (VSSC), Strategic Analytics for Improvement and Learning (SAIL), Patient Centered Management Model (PCMM), Business Intelligence Service Line (BISL), Scheduling Audit Tool (SAT), Patient Advocate Tracking System (PATS) and Veterans Affairs Portal to view external medical records. You will also provide patients' families and significant others with information about policies, guidelines, and regulations, as it pertains to eligibility and medical care concerns as allowed under HIPAA and the Privacy Act of 1974. You will recognize patient care delays and/or concerns within the facility and will address them promptly, reporting immediately to the Administrative Officer at the John Gibson, Dan James, William Sapp and Frankie Smiley CBOC any unusual problems or occurrences that may have a negative or adverse impact on the facility or the organization. Recommend changes to existing clinic procedures. Coordinates with the patient care team to review clinic appointment availability (utilization) to ensure that clinic schedules are closely monitored. You are responsible for, compiling, and/or tracking statistical information. You will track achievement on performance measures, goals, and objectives; receives and processes documents and reports in accordance with established procedures; organizes and maintains patient data; assists in the planning, review, reporting, and presentation of data/statistical results of program studies. You will track and trend issues related to program effectiveness and implementation; compile monthly workload reports; participate in performance improvement activities; offers performance improvement advice to program staff. Lastly, you will participate in work groups. Scheduling of appointments; providing guidance to staff members to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; Acts as liaison between AMSA and staff in order to resolve day-to-day conflicts. Performs administrative and resource management functions. Assists with fiscal management activities. You will assist with fiscal matters by making recommendations regarding supply and equipment needs, and recommendations on the hiring of new staff collaborating with leadership to support strategic planning and fiscal stewardship.

SUPERVISORY CONTROLS You are under the supervision of the Administrative Officer and has the authority to make decisions on mailers concerning personnel and patient processing. You will resolve any problems and maintain self-sufficient operations in all areas of assignment. Work review is of a primarily administrative nature. You are expected to provide efficient operation with only general direction. Results are observed in terms of patient satisfaction and established processing goals, except in unusual or complicated circumstances. Acts independently in carrying out the functions of this position. You will keep Administrative Officer informed of extraordinary situations and events. You play an important part in employee retention and satisfaction and will be creative with developing new incentives for his/her employees.

Work Schedule: Monday - Friday, 7:30 am -4:00 pm or 8:00 am - 4:30 pm
Recruitment Incentive (Sign-on Bonus): Not Authorized.
Permanent Change of Station (Relocation Assistance): Not Authorized.
Pay: Competitive salary and regular salary increases
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Telework: Available
Virtual: This is not a virtual position.
Functional Statement #:62319F
Permanent Change of Station (PCS): Not Authorized.

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.
• Subject to background/security investigation.
• Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP).
• Complete all application requirements detailed in the "Required Documents" section of this announcement.

As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

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:

• 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. c.
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• d. Licensure/Certification/Registration. None.
• e. 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:
  • (1) 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.
  • (2) 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.
• f. Foreign Education. To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.
• g. Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.
• h. 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).

Grade Determinations:
Lead Medical Support Assistant, GS-07.
(1) Experience. One year of creditable experience equivalent to the next lower grade.
(2) Knowledge, Skills, and Abilities (KSAs).
In addition to meeting the experience above, the candidate must demonstrate the following KSAs: (a) Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community. (b) Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff. (c) Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. (d) Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. (e) Ability to provide staff development and training. (f) Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics.

Supervisory Medical Support Assistant, GS-07.
(1) Experience. One year of creditable experience equivalent to the next lower grade.
(2) Knowledge, Skills, and Abilities (KSAs).
In addition to the experience above, the candidate must demonstrate the following KSAs:
(a) Ability to provide the full range of administrative and supervisory duties in a patient support setting, which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements. (b) 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. (c) Ability to provide briefings, orientations, staff development, and training related to administrative functions in a patient support setting. (d) Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities.

Supervisory Medical Support Assistant, GS-08.
(1) Experience. One year of creditable experience equivalent to the next lower grade.
(2) Knowledge, Skills, and Abilities (KSAs).

In addition to the experience above, the candidate must demonstrate the following KSAs: (a) Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and 13 empowering the team to collaborate and resolve problems within a complex systems environment. (b) 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. (c) 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. (d) Ability to provide briefings, orientations, staff development, and training in a patient support setting. (e) Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.

(3) Assignment.
For all supervisory assignments the Supervisory MSA must spend 25% or more of their time providing administrative and technical supervision and perform major duties above those at the FPL that consist of significant scope, complexity, difficulty, and variety. 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 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.

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

The full performance level of this vacancy is 08. The actual grade at which an applicant may be selected for this vacancy is the 08.

Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

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, resume, 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.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

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.

To apply for this position, you must provide a complete Application Package which includes:

• Resume

Special Note for Applications: To complete your application, please use the following link https://vacareers.va.gov/wp-content/uploads/sites/5/Resume.docx to download the standard Clinical Resume Document. This one-page document does not need to be modified and must be uploaded into the two-page restricted 'Resume' document upload field.

Your full resume/CV may be uploaded without page limitation into the 'Other' document upload field.

The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position. Please ensure you have included all documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), etc.

• Cover Letter
• DD-214/ Statement of Service
• License
• PCS Orders
• Performance Appraisal
• Professional Certification
• Resume
• Separation Notice (RIF)
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript

Next steps