Supervisory Medical Support Assistant (MAS)

Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below. Refer to the How You Will Be Evaluated section for additional information.

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

Duties and program responsibilities include but not limited to the following:

• Coordinates, directs and ensures quality management of the patient care administrative activities. Accountable for daily oversight of all activities and direct supervision of the AMSA staff in OSS ensuring compliance with all requirements, quality control program management reporting and special projects.
• Responsible for time and leave administration, incentive awards programs, motivation and morale, administrative disciplinary actions, recruitment and placement, position management and classification, preparing position descriptions, overseeing semi-annual and annual evaluations, counseling employees whose performance is marginal or unsatisfactory and implementing continuing education activities.
• Evaluates and writes performance appraisals and provides feedback to employees concerning their performance.
• Coordinates the collection and reporting of patient data from areas under incumbent's responsibility/authority. Participates in performance improvement and strategic planning activities through data collection and report preparation as requested by Supervisor.
• Responsible for developing, maintaining and monitoring standards for appropriate responses to patient requests for assistance. Responsible for handling patient complaints and patient advocacy issues for areas of purview. Investigates situations that require special action such as congressional inquiries or formal complaints and drafts an appropriate response.
• Reviews work in progress or upon completion and spot checks work as deemed necessary to assess the quality and quantity of work produced by each employee. Informs employees about the policies, procedures and practices of management as they relate to the duties in the work area. Informs higher level supervisors of anticipated vacancies, increased workload or, other circumstances to obtain replacements, temporary help, or additional staff.
• Provides direct on-the-job training for employees, broadens employee training, and provides back­up skills by cross training.

Work Schedule: Monday - Friday 8:00 a.m. - 4:30 p.m.
Recruitment Incentive (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 #: 51010F

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.

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: To qualify for this position, all applicants must possess the following:

• 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).
• Experience and/or Education requirement
  • Experience. No experience required.
  • 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.
• English Language Proficiency: Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

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).

GS-8 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 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.

Grade Determinations: One year of experience at or equivalent to the next lower grade level of GS-7.

Please Note: Education cannot be used to substitute for grade levels above the full performance level.

In addition to the experience above, the candidate must demonstrate the following Knowledge, Skills, and Abilities (KSAs):

1. 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.
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.

References: VA Handbook 5005, Appendix G45 Medical Support Assistant Qualification Standard. August 1, 2019.

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

Physical Requirements: The work is sedentary. Some work may require walking in offices, hospitals, warehouses and similar areas for meetings and to conduct work. Work may also require walking and standing in conjunction with travel to and attendance at meetings and conferences away from the worksite. Incumbent may carry light items.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

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.

Note: Veterans' Preference is not applicable to VA employees or employees of other Federal agencies.

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

1. Resume - for each job held, you must list the following: (REQUIRED)

• Job Title
• Dates worked (Month/Year - Month/Year)
• Hours worked per week
• Detailed description of duties performed
  • Be sure that your resume clearly supports your responses to all of the questions in the announcement by addressing your work experience in detail. Even though we do not require a specific resume format, your resume must be clear so that we are able to fully evaluate your qualifications. If we are unable to match your experiences with the positions held, you may lose consideration for this vacancy. We cannot make assumptions regarding your qualifications.

2. SF-50 - Notice of Personnel Action - most recent copy with Title, Grade, Step and Tenure or copy. Proof of Area of Consideration and Proof of Qualification. (REQUIRED)

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
• Resume
• SF-50/ Notification of Personnel Action

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

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