Supervisory Medical Support Assistant

Clarification from the agency

Open to current permanent VA/Federal employees only. NOTE: The two-page Resume requirement does not apply to this position.

The Supervisory Medical Support Assistant serves as the direct line supervisor for all Medical Support Assistant staff and is a foundational role with the Patient Aligned Care team (PACT) initiative, Specialty Clinics to include Compensation and Pension (C&P) and the Health benefits Unit (Enrollment & Eligibility). Patient care is delivered in a teamlet model and includes MSAs, nurses, LPNs and primary care providers and works collaboratively with other members of the expanded health care team that includes pharmacists, social workers, dieticians, etc. The Supervisory MSA plans and directs programs at the medical center and/or satellite outpatient clinic and has full supervisory responsibility over subordinate leads, supervisors, AMSA and MSA staff.

Other duties and responsibilities include but are not limited to:

• Maintaining full administrative and professional responsibility for planning and directing MSA activities.
• Extracting and analyzing data to provide reports in support of performance measures to senior management.
• Overseeing staff to ensure proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for clinics.
• Assisting in clinic access contingency plans by adjusting appointment times, location, or dates as well as shifting patients to other healthcare providers as staffing and scheduling conflicts occur.
• Independently managing responsibilities and setting priorities and deadlines adjusting the flow and sequence of work to meet team and patient needs.
• Assigning and evaluating work of subordinate staff.
• Resolving complex operational issues and ensuring that patient services are delivered efficiently and effectively.
• Evaluating new products, equipment and systems and making recommendations to improve operations.
• Identifying staff education and training needs, participating in employee selection, conducting performance evaluations and taking or recommending disciplinary action when necessary.
• Extracting, validating, and analyzing data to prepare reports, monitor performance measures, support quality improvement initiatives and and inform senior management.
• Setting the tone for quality healthcare services and displaying a high degree of tact and diplomacy.
• Being flexible to be pulled to work in any unit/ward due to staffing levels and workspace needs.
• Other related duties as assigned.

Work Schedule: Full-time; Monday- Friday, 8:00 a.m. - 4:30 p.m.
(Note: Work schedules are determined and approved by the supervisor. The incumbent may be required to work various shifts on a permanent or temporary basis based on facility/patient care needs).
Compressed/Flexible: Not available
Recruitment/Relocation Incentives (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: Not Available
Virtual: This is not a virtual position.
Functional Statement #:30263F
Permanent Change of Station (PCS): Not Authorized

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.
• 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 evaluation.
• 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 one or two-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: All applicants must meet the following basic qualifications.

• United States Citizenship: Must be a US Citizen.
• Education. Must possess a high school diploma, General Education Development (GED) equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Note: You must provide proof if you are selected for this position (such as a copy of your high school diploma, high school transcript, GED Certificate, homeschooling completion, proficiency certificate issued by a State or Territorial Board or Department of Education and/or college transcript).
• English Language Proficiency: In accordance with 38 U.S.C. 7402(f) and 7407(d), no person shall serve in direct patient care positions unless they are proficient in basic written and spoken English.

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.

Grade Determinations: In addition to the basic requirements above, all applicants must also meet the following grade requirements to qualify for the GS-8 Supervisory MSA grade level.

GS-8 Supervisory MSA Experience. Must have at least one (1) year of experience equivalent to the GS-7 grade level. Examples of this includes, but is not limited to: coordinating staff assignments and workflow found in an interdisciplinary unit; responsible for daily workload assessments, assigning work and assuring proper staffing coverage; evaluating training records and determining training needs of MSAs/clerk staff to provide support across interdisciplinary settings; assisting the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties and/or community resources; 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; acting as a liaison among clinic staff, patients and other interdisciplinary staff to resolve day-to-day conflicts; etc.

In addition to the experience above, you must also demonstrate the following Knowledge, Skills & Abilities (KSAs):

1. 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.
2. 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.
3. 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.
4. Ability to provide briefings, orientations, staff development, and training in a patient support setting.
5. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.

While we no longer require essay-style responses to our KSAs be submitted with your application, you must be able to demonstrate that you possess the KSAs that are necessary to successfully perform the work of the position. Please ensure your resume/CV/application contains sufficient information to support the level of experience/education/training you possess; otherwise, we will not be able to award you credit for the experience and qualifications that you claim.

Preferred Experience- These preferences are highly desired, but not required:

• Experience leading staff, resolving operational issues, promoting teamwork and supporting a high-quality patient-centered care in a complex healthcare environment
• Experience working in a team-based care model (such as a PACT)
• Working under pressure and with individuals with various socioeconomic backgrounds in a courteous, tactful, and professional manner to complete tasks and assist Veteran patients and their families.

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-8.

Physical Requirements: Must pass a pre-employment physical evaluation as required by VA Handbook 5019. This evaluation is administered by VA Occupational Health. Work is sedentary and performed in an office environment. There is an occasional requirement for carrying of light items such as mail, papers, books, and files, and may be some stooping, standing and walking. Incumbents must be physically and mentally able to efficiently perform the essential functions of this position without hazard to themselves or others.

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.

NOTE:

Incomplete packets will not be considered. Failure to submit the required documentation may make you ineligible for this position.

The following documents are required from all applicants in order to be considered:

• Résumé/CV: For each job/position listed, you must include a job title, detailed duties, month and year for each start/end date and if full-time or part-time status, include the number of hours you work each week.
• Responses to the questionnaire
• Proof of education: If selected for this position, you must provide proof of education- such as a copy of your high school diploma, high school transcript, GED Certificate, homeschooling completion, proficiency certificate issued by a State or Territorial Board or Department of Education and/or college transcript. NOTE: To assist you obtain proof of education/transcripts, many schools are listed on the National Student Clearinghouse website (and may be an optional source if you are unable to locate this when needed).
• SF-50: All VA/Federal employees must submit a copy of their most recent SF-50 (NOT an award SF-50) that shows they are a current, permanent VA/Federal employee. VA employees may get their SF-50 directly from:https://eopf.opm.gov/va/. Other Federal employees must contact their current HR Office for assistance accessing their eOPF/personnel folder.

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