Clarification from the agency

This position is open to all US Citizens.

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Duties:

• Plans and directs programs at VA Healthcare System and/or satellite outpatient clinics and have full supervisory responsibility.
• Assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met.
• Evaluating new services and systems implement by Enrollment Standardization Office
• Evaluating new products, equipment, and systems in order to make recommendations for improved operations.
• Identifying educational or training needs; making final decisions on selections.
• Evaluating performance, and taking disciplinary action when necessary.
• Works collaboratively in an interdisciplinary coordinated care delivery model and performs all related enrollment and eligibility duties, customer service, other duties assigned for the proper and timely treatment of patients, assure appointment schedules are maintained by MSA staff for one or more outpatient clinics and new enrollees requesting an appointment.
• Assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.
• Must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.
• Assures, MSA staff explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients. Assures staff collects, scans, and updates health insurance information serving a major role in the revenue process.
• Ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to the appropriate department for scanning when records, enrollment applications, health benefit update forms, hardship request are received.

Work Schedule: 8:00am-4:30pm, Monday-Friday
Telework: Ad-hoc
Virtual: This is not a virtual position.
Functional Statement #: 00000
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

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.
• You may be required to serve a probationary period.
• 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 dentification 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).

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.
• Education and/or Experience.
• (1) 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
• (2) One year above high school; OR
• (3) Equivalent combination of experience and education are qualifying for entry level for which both education and experience.

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). 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 assignment held including positive education and certification. For employees who do not meet all the basic or assignment-specific requirements in this standard, but who met the qualifications applicable to the position at the time they were appointed, the following provisions apply:

1.) Employees may be reassigned, promoted, or [changed to a lower grade] within the occupation.

2.) 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.

3.) Employees who are converted to [Title] 38 hybrid status under this provision and subsequently leaves the occupation, lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation.

Grade Determinations:
Supervisory Medical Support Assistant, GS-07
Experience: One year of experience equivalent to the GS-06 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
Knowledge, Skills, and Abilities (KSAs): In addition to the experience above, the candidate must demonstrate the following KSAs:
(1) 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.
(2) 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.
(3) Ability to provide briefings, orientations, staff development, and [training related to administrative functions in a patient support setting.
(4) Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities.

Preferred Experience: Enrollment and Standardization Offices, Enrollment and Eligibility duties and day to day operations.

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-07. The actual grade at which an applicant may be selected for this vacancy is GS-07.

Physical Requirements: . See VA Directive and Handbook 5019

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.