Supervisory Medical Support Assistant

Clarification from the agency

Open to current permanent employees of the Oscar G. Johnson VA Medical Center only. NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

At the supervisory level, it is anticipated that the supervisory MSA demonstrates the ability to provide the full range of administrative and supervisory duties which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements. They are required to display the ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with all healthcare professionals to ensure quality/continuity of care and ensure compliance with established policies and regulations. They must demonstrate the ability to provide briefings, orientations, staff development, and training.

• Monitoring the performance of staff.
• Ensure staff completes administrative approval of consults and scheduling of appointments in a timely manner.
• Interpret and communicate requirements of the VHA Scheduling Directives.
• Complete medical reviews to assure administrative charting and use of the consult toolbox are completed accurately and timely.
• Audit staffs work to ensure all necessary administrative and health information are uploaded into the Computerized Patient Record System (CPRS) through scanning hardware and VistA Imaging software.
• Assures scans are indexed properly and the quality of the scanned documents meet standards.
• Assists in achieving compliance with National VA performance measures and monitors, regulatory agency standards (including state and federal), and Joint Commission standards.
• Develop and revise staff and patient education materials, forms, and standard operating procedures.
• Ensures staff screen and receive phone calls in a courteous and timely manner, determine the nature of requests, and provide the information desired using privacy rules and established clinic processes.
• Support performance improvement activities by collecting continuous quality improvement data, monitoring outcomes, and initiating corrective actions.
• Develop and maintain reports used by staff to monitor, track, and trend care delivery as well as leading quality improvement efforts focused on cost, access, quality, and satisfaction.
• Other duties as assigned.

Work Schedule: Monday - Friday, 8:00 am - 4:30 pm
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 09405F, 09404F
Relocation/Recruitment Incentives: Not Authorized

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.
• 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.
• 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).
• 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.
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
• 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.

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).For 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

IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE FOLLOWING GRADE REQUIREMENTS TO QUALIFY FOR THIS POSITION.
GS-7 Grade Requirements:
Specialized 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] that equips you with the particular knowledge, skills, and abilities to perform successfully the duties of this position? To be creditable, this experience must demonstrate the knowledge, skills, and abilities associated with GS-6 MSA responsibilities. Specialized experience includes: Providing specialized and expert administrative patient support while working collaboratively in an interdisciplinary coordinated care delivery model; use of a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or care in the community resources; recommending changes to existing clinic procedures based on current administrative guidelines; expertise in utilizing numerous advanced patient systems in support of multiple clinics; coordinates with the patient care team to review clinic appointment availability utilization to ensure that clinic schedules are closely monitored to effectively support the needs of the clinics; maintaining effective and efficient communication with the patient, interdisciplinary coordinated care delivery model teams and other agencies (e.g., assist with communications during the inpatient to outpatient discharge; Managing a system for follow-up care such as consults, tests, etc.; participating in team huddles and team meetings to manage, plan, problem solve, and follow-up with patient care; entering appropriate information into the electronic record; monitors pre-appointment information and/or requirements to assure readiness for patient visit/procedure; manages patient systems to verify and validate accuracy and resolve issues; experience may also include: 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.


GS-08 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.

AND

• Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
  • 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.
  • 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.
  • Ability to provide briefings, orientations, staff development, and training in a patient support setting.
  • Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
  • 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: VA Community Care Consult processing and management.

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

The full performance level of this vacancy is GS08.

Physical Requirements: The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending, and carrying of items such as training manuals.

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.

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

• Long-form resume/Curriculum vitae (CV)
• SF-50/ Notification of Personnel Action

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
• Long-form resume/Curriculum vitae (CV)
• Other (1)
• PCS Orders
• Performance Appraisal
• Professional Certification
• Separation Notice (RIF)
• SF-15
• SF-50/ Notification of Personnel Action
• Transcript

Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit Feds Hire Vets - Veterans - Job Seekers - Veterans' Preference.

Veterans' preference does not apply for internal or other current permanent Federal agency employees.

Next steps