Clarification from the agency

This job is open to current permanent employees of the Eastern Oklahoma VA Health Care System. NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

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Duties for the Supervisory Medical Support Assistant include but are not limited to:

• Provide technical and administrative supervision; oversee daily operations of the unit, ensure that agency policies and priorities are being followed; develop performance standards; and evaluate work performance of subordinates.
• Establish procedures to meet accreditation standards and consistently monitor staff to ensure services provided meet nationally accepted standards and are maximally cost effective.
• Analyze, evaluate, and advise on the effectiveness of work methods and procedures, organizations, space and manpower utilization, management controls, information and documentation systems and similar functions of management.
• Manage and prioritize resources in a cost-effective and efficient manner.
• Develop workload-based staffing standards.
• Ensure staff use current tools and conform to current directives and policy.
• Develop and maintain functioning monitors and submit results in a timely manner to the Scheduling Manager or Community Care Manager as required.
• Conduct surveys and reviews to ensure that optimal program efficiencies are achieved, and those resources are being appropriately and fully utilized.
• Provide effective planning direction by identifying needs and potential issues/concerns, deciding flexibilities in operations and constructive cost-effective approaches to the resolution of problems.
• Hear and resolve minor complaints; refer serious unresolved complaints to a higher-level supervisor or manager; effect minor disciplinary measures and recommend action in more serious cases.
• Interview candidates for positions; recommend appointments, promotions, and reassignments to unit positions;
• Carry out Equal Employment Opportunity policies and program activities.
• Ensure personnel follow operational, safety, personnel and conduct requirements.
• Monitor daily staffing levels and ensures equal distribution of workload/coverage daily.
• Manages all aspects of the assigned MSAs and the leads in the team.
• Adhere to VHA policy regarding scheduling.
• Ensure use of standardized tools including Consult Toolbox, VSE, ICB scanners, etc.
• Identify workload backlogs and potential procedural problems by observation/monitoring of team activities; bringing concerns to the attention of the Scheduling Manager or Community Care Manager as appropriate.
• Provide weekly, monthly and quarterly reports within established time frames and report to the supervisor.
• Collaborate, communicate, set priorities, and organize the work in order to meet deadlines, ensuring compliance with established processes, policies, and regulations.
• Review staff competency folders regularly to ensure current information and that staff are capable and competent.
• Identify and provide for training needs; find ways to improve production or increase the quality of work within the area of authority.
• Attend VISN and national calls on scheduling and access; disseminates to staff; updates competency folders with changes.
• Assist with contacting Veterans to explain pending or new consult requests, recalls or orders for complex situations. Ensure that Veteran appointments are made based on current access and regulations. Ensure patient needs are met.
• Effectively communicate with providers both orally and in writing.
• Incorporate training and education modules into teams.
• Oversee adoption and utilization of new tools, technologies, and SOPs into staff and facility work plan.
• Screen/receive phone courteously and timely, provide information using privacy rules and established clinic processes.
• Perform quality control and monitoring, ensuring patient documents are linked to the correct consult and closed accurately. When records are received, ensure that necessary health/administrative information is integrated into Computerized Patient Record System (CPRS).

Work Schedule: Monday through Friday 8:00am-4:30pm
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 52418-O
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized
PCS Appraised Value Offer (AVO): Not Authorized
Financial Disclosure Report: Not required

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 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).
• 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

BASIC REQUIREMENTS.

a. Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.).
b. Experience.(1) Experience. 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;
c. Certification. None required.
d. Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:

1. Such 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. If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

f. Physical Requirements. See VA Directive and Handbook 5019.
g. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.

GRADE REQUIREMENTS FOR GS-8: In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below.
2. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below:

• 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.
• 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 manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
• 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: Medical Support Assistant Qualification Standards, GS-0679

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

Physical Requirements: The work performed is predominately clerical in nature and requires no special physical standards. The work is usually performed in an office setting, working with others and/or alone. As typical in an office setting, there is the possibility for multiple distractions from normal operating functions and the incumbent is expected to be able to physically perform the duties of the position, aides permitted (which may include walking, sitting, standing, reaching, and bending.) The work may also include the need for light lifting and carrying (under 15 lbs.) of work materials (i.e.: books, binders, papers, etc.).

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.