Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below. THIS JOB ANNOUNCEMENT IS OPEN TO CURRENT PERMANENT VA EMPLOYEES ONLY.

DUTIES:

The Supervisory Advanced Medical Support Assistant (MSA) position serves as the direct line supervisor for all Advanced Medical Support Assistant staff in the Clinical Resource Hub scheduling operations.

• Carries out a full range of administrative and supervisory duties, to include assignment of work, scheduling audits, performance evaluations, selection of staff and recommendations for awards and advancements.
• Organizes work, sets priorities, and delegates tasks and responsibilities to meet deadlines.
• Communicates skillfully with individuals 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 an accurate and timely manner.
• Provides back-up coverage for subordinate staff. Follows up on pending issues while demonstrating an understanding of the impact of the work not completed.
• Provides briefings, orientations, staff development and training. An in-depth knowledge of governing laws, regulations, policies and procedures is required in order to provide services within accepted guidelines; and to plan, revise, update and write policies and memorandums affecting scheduling operations for the CRH.
• Must possess the analytical ability to independently research, assemble, and compile information and data to evaluate the results against appropriate standards and recommend corrective action where indicated.
• Periodically reviews functional statements and work performances for compliance with basic instructions and established procedures.
• Works with servicing Human Resources Management Office in participating in all steps of the recruiting and hiring process to expeditiously recruit for vacant positions and to select qualified employees, including obtaining at least two references for the selectee.
• Meets all established timeframes and deadlines regarding the hiring process.
• Develops and formalizes performance evaluations for those under the direct supervision of this position.
• Certifies timecards and attendance records and approves/disapproves all leave requests. Prepares the holiday and vacation schedules for sections supervised, making sure adequate coverage is always provided.
• Conducts regularly scheduled meetings with MSA's and other telehealth staff to keep them informed of changes to scheduling processes and procedures.
• Must be familiar with the Privacy Act (PA), Freedom of Information Act (FOIA), and Health Information Portability and Accountability (HIPPA) to properly protect medical information available from computer terminals and computer printouts, medical charts, and other clinical documents.
• Provides advisory services to all levels of management regarding the requirements and implications of services provided and following protocols regarding the hospital's policy and regulations.
• Provides advice to Telehealth managers on how provided services can assist in accomplishing their mission and programs.
• Responsible for monitoring the Consult Tracking Report for assigned areas.
• Responsible for overseeing training for new AMSAs in both VISTA and TMP.
• Works in conjunction with program analyst to ensure adequate training in TMP is completed prior to site assignments.
• 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.

Work Schedule: Monday - Friday. 8:00am - 4:30pm
Telework: Adhoc
Virtual: This is not a virtual position.
Functional Statement #: 000000
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo
Total Rewards of a Allied Health Professional

Conditions of employment

Complete all application requirements detailed in the "Required Documents" section of this announcement.

• 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.
• 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 dentification 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 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

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, (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.
Physical Requirements. See VA Directive and Handbook 5019.

GRADE REQUIREMENTS.
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.
Quality of Experience. Qualifying experience must be at a level comparable to MSA experience [or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting] at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of [varieties] as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.
Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a [non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each 2 weeks of service.

Grade Determinations.
Supervisory Medical Support Assistant, GS-7
Experience. One year of experience equivalent to the GS-6 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Examples of specialized experience include but are not limited to: daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings, ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules

Assignment. Supervisory MSAs plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate MSA staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved clinic operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

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 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 related to administrative functions in a patient support setting.
iv. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities.
Preferred Experience:
The ability to exercise organizational skills, problem-solving ability, and content expertise in various scheduling programs. The ability to communicate effectively with the field staff and VISN CRH leadership on a variety of administrative priorities related to scheduling, order processing and consult management.
The ability to interpret and verify providers orders in accordance with VHA National Scheduling Directive guidelines. The work requires advanced knowledge of human anatomy, medical terminology, and legal requirements of the medical record. Clear and concise judgment, discretion, customer service, ability to deal with a diverse population, a high degree of tact and negotiating ability are required daily to carry out the functions of the position. Carries out a full range of administrative and supervisory duties, to include assignment of work, scheduling audits, performance evaluations, selection of staff and recommendations for awards and advancements.

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-7. The actual grade at which an applicant may be selected for this vacancy is GS-7.

Physical Requirements:
The work is basically sedentary; there is some walking when covering other clinics within the Hospital, retrieving mail, relaying pertinent information to staff. There is also minimal lifting/bending involved when handling supplies. The work may result in mental stress to the employee due to the nature of the work Involving families and patients with life threatening issues which sometimes results in death.

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
• SF-50/ Notification of Personnel Action

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
• Other (1)
• Resume
• SF-50/ Notification of Personnel Action
• Transcript

Next steps