Supervisory Medical Support Assistant

Clarification from the agency

This job is open to current permanent employees of the VA Boston Healthcare System. NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

This position is located at the VA Boston Medical Center Jamacia Plain Campus. The Supervisory Medical Support Assistant serves as a key liaison between clinical and administrative staff, ensuring smooth communication, efficient clinic operations, and adherence to access standards and regulatory requirements. The Supervisory Medical Support Assistant works under the general supervision of the Supervisory Health System Specialist, exercising independent judgment and decision-making authority within the framework of VA policies and procedures. The Supervisory Medical support assistant performs the following duties:

1. Manages Time & Leave issues of staff in collaboration with manager
2. Provides MSA Coverage in assigned area as required
3. Conducts daily rounds and staff meetings with staff in assigned areas
   1. Conducts GEMBA walks, daily huddles/check-ins, or weekly site visits
4. Provides data reports and analyzes data to support clinic operations i.e., consults, encounters, pending appointments, RTC orders, etc.
5. Demonstrates MSA GS-6 and 7 Skills
6. Provides evaluations, appraisals and activity results in a timely fashion in collaboration with manager
7. Ensures scheduling staff follow scheduling guidance and have completed necessary trainings
8. Provides monthly updates to the Medical Support Assistants regarding their scheduling audit results and insurance capture ratings
9. Identifies educational needs and responds appropriately:
   1. Provides on the job training for all MSAs in assigned areas as needed or as assigned by manager (especially for new staff)
   2. Ensures MSA staff receive guidance, communication, and training to be effective in their roles
   3. Ensures staff have a practical knowledge of computerized data entry, information processing systems and software related to patient care.
   4. Ability to modify existing trainings to meet the needs of staff in collaboration with manager

Total Rewards of a Allied Health Professional


Work Schedule: Monday-Friday 8:00am-4:30pm
Compressed/Flexible:May be available
Permanent Change of Station (Relocation Assistance): Not Authorized
Telework: May be authorized
Virtual: This is not a virtual position.
Functional Statement #: F00180
Permanent Change of Station (PCS): Not authorized

This position is covered by a special rate.
The incumbent may be required to travel to other VA campuses and CBOC's.
Narrative responses to the knowledge, skills and abilities (KSAs) may be required from the selectee in order to proceed with the appointment.
Current and former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held.

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: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
• Education or Experience: High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration. None.
• English Language Proficiency: Medical Support Assistants appointed to direct patient care positions must be proficient in spoken and written English.

In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified: GS-08 Above the full performance level

Grade Determinations: In order toqualify at the GS-8 level you must have one year of experience equivalent to the GS-7 grade and demonstrate the below GS-7 KSAs

GS 7 Lead MSA KSAs:

(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.

To qualify at the GS-8 level you must have one year of experience equivalent to the GS-7 grade and demonstrate the below GS-8 KSAs

GS-8 Supervisory MSA KSAs:

(1) Experience. One year of creditable experience equivalent to the next
lower grade (GS-7).

(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.

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.

DEVIATIONS.
a. The establishment of a position and subsequent placement of an individual in a grade or assignment not described in the hybrid title 38 qualification standard must be approved by the Under Secretary for Health or designee prior to placement.
b. Under no circumstance will educational requirements necessary to meet basic qualifications or assignment-specific educational requirements be waived.
c. In rare and unusual circumstance(s), the Under Secretary for Health or designee may approve requests for reasonable deviations to the grade determination requirements for an individual whose composite record of experience, accomplishments, performance, and qualifications warrant such action based on demonstrated competence to meet the requirements of the grade and, or assignment.

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


The full performance level of this vacancy is GS-08.

Physical Requirements: The work is requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching, and lifting moderately heavy items such as papers, books, manuals, record boxes and boxes of computer paper. Computers are used and therefore keyboarding is required. The work includes walking from area to area when covering other employees. Applicant may at times be exposed to stressful situations with Veterans.

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.

Résumé Reminder: Your résumé must include the following information each job listed:

1. Job title
2. Duties (be as detailed as possible)
3. Month & year start/end dates (e.g. June 2007 to April 2008)
4. Full-time or part-time status (include hours worked per week).

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 (current non-award)

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
• Disability Letter (Schedule A)
• Disability Letter (VA)
• License
• Other (1)
• PCS Orders
• Performance Appraisal
• Professional Certification
• Resume
• Separation Notice (RIF)
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript

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