Supervisory Medical Support Assistant

Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. This Job Opportunity Announcement is open to current, permanent employees within the Veterans Healthcare System.

Major duties include but are not limited to:

• Supervises employees who may be located in a variety of clinics throughout the healthcare system or working 100% virtually.
• Carries full supervisory authority including daily assignation of work, performance evaluation, making selection determinations, training of staff members,
• Additionally, the supervisor is responsible for evaluating performance of individuals within their purview and overall program performance through analysis of data available in VISTA, on the data warehouse and other sources.
• Interviews new candidates, makes recommendations for selections and works with HR to onboard new hires.
• Recommends employees for awards and/or advancements, recommends and takes corrective action on disciplinary matters, and responds to grievances or complaints.
• Works directly with Clinical Section Chiefs, Nurse Managers, and AOs to problem solve issues related to clinic operations, scheduling, etc.
• May have to reassign resources to meet the needs of the various clinics they oversee; resolves escalated customer issues to include problems with scheduling, complaints, etc. that may come from the Patient Advocate, PX Manager, clinic manager, front line MSA, etc.
• Conducts monthly audits of the scheduling practices for each direct report.
• Providing feedback and remedial training as necessary to ensure that the national scheduling practices are adhered to by each MSA.
• Gathers data (e.g. return to clinic, pending consults, etc.) and evaluates efficiency of operations.
• Performs follow-up with MSAs, identifies barriers (e.g., consult review process in clinic that impedes meeting VHA requirements of scheduling within 2 days) and develops ways to break down barriers to efficiency by meeting with Clinical Service Chiefs, Group Proactive Manager, AOs, etc.
• Responsible for the staff and program function within their assigned area.
• Must monitor daily performance statistics (e.g., Call Center incoming call volume, hold times, and abandoned call rates) and redeploy staff to meet VA measures, adjusting resources as needed based on demand, and takes into consideration available staff (e.g., monitoring call-in's and planned leave) in order to meet performance expectations with RTCs, consults, MRTs and call abandonment rates.
• Must stay abreast of updates that effect operations such as changes in services provided, provider scheduling changes and changes to scheduling and/or call center directives.
• Plans and organizes work with general assistance from the supervisor as to meet local and VA-wide time frames to complete analysis requirements, reports, special assignments and only refers the non-routine and highly technical problems to their supervisor.
• Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record.
• Is responsible for maintaining the confidentiality of information obtained to carry out required duties.
• Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information.
• Works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required.
• Consistently communicates and treats customers (Veterans, families, Veteran representatives, all VA staff) in a courteous, tactful and respectful manner.
• Protects sensitive and electronic files that must be safeguarded under the provisions of the Privacy Act of 1974 and other applicable laws, federal regulations, VA statutes and policy, and VHS policy.

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo

Work Schedule: 8:00am - 4:30pm
Virtual: This is not a virtual position.
Functional Statement #: 21M80-A
Permanent Change of Station (PCS): Not Authorized.
PCS Appraised Value Offer (AVO): Not Authorized.

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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.
• 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:

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).

English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

Experience. None.

Education. 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.

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 reentry to the occupation.

NOTE: This provision is not intended to regularize appointments/ placements.

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.

Lead Medical Support Assistant, GS-06

Experience. One year of creditable experience equivalent to the next lower grade. Knowledge, Skills, and Abilities (KSAs). In addition to meeting the experience above, the candidate must demonstrate the following KSAs:

• Skill in communicating with individuals to obtain the desired effect, ensuring compliance with established policies and regulations.
• Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
• Ability to provide staff development and training.
• Ability to manage staffing requirements, manage priorities, and coordinate with staff in the unit in order to complete duties in an
• accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of
• incomplete work.
• Ability to review and monitor data to ensure all reports are complete and accurate.

Supervisory Medical Support Assistant, GS-07.

Experience. One year of creditable experience equivalent to the next lower grade. Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs:

• 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.
• 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 related to administrative functions in a patient support setting.
• Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities.

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: In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified.

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

The full performance level of this vacancy is 07.

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.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position:

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:

• 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
• 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.

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