Clarification from the agency

Open to Current, Permanent VISN 8 employees only.

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The Supervisory MSA works collaboratively in an interdisciplinary coordinated care delivery model:

• 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.

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.
• 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).

Qualifications

BASIC QUALIFICATIONS:

A. Citizenship: Applicant must possess a United States Citizenship.

B. Education and/or Experience Combination:

(1) Experience. Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position;

OR
2) Education. One year above high school;

OR

(3) Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

C. English Language Proficiency:

In accordance with 38 U.S.C. 7402(d), No person shall serve in direct patient care positions unless they are proficient in basic written and spoken English. You must be proficient in basic written and spoken English in order to meet the requirements of this position

GS-08 Supervisory Medical Support Assistant

(a) Experience: One year of experience equivalent to the GS-7 grade level [leading or supervising Medical Support Assistants (MSAs) or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting] is required.

Assignment. Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics. They have full responsibility for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Assignments at this level include, but are not limited to: evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor, and MSA's activities. Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures.] For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time.

Demonstrated Knowledge, Skills, and Abilities (KSAs).

1. 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.
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 in a patient support setting.
4. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
5. 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.

References: VA Handbook 5005, Part II, Appendix G45, dated August 1, 2019. This standard is available for review or you may access this standard through the internet at the following address: http://vaww1.va.gov/ohrm/T38Hybrid/QualStandards.htm

The full performance level of this vacancy is GS-8.

The actual grade at which an applicant may be selected for this vacancy is GS-8.

Physical Requirements:
The work is primarily sedentary and walking. The work requires the ability to handle multiple demands simultaneously in dealing with a wide variety of clients on a daily basis. Tasks will require prolonged use of computers. There are lengthy periods of sitting, interrupted by intervals of walking and climbing stairs about the medical center to make the many personal contacts required of this position.

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.