Clarification from the agency

Open to Current, Permanent Employees of the Milwaukee VA Medical Center (includes CBOCs & VCS). NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

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The Supervisory MSA monitors clinic clerical support functions and provides daily supervision to subordinate employees. Supervisory MSA's plan and direct programs at the hospital and/or satellite outpatient clinics and have full supervisory responsibility.

Duties include:

• Responsibility and accountability for 24/7 operation of their designated work area, ensuring continuity and efficiency.
• Directing and supervising orientation, training, professional development, and evaluating of individual staff performance.
• Influencing Veteran care outcomes by collaborating with members of the interdisciplinary team.
• Adhering to ethical principles by creating a culture of accountability at personal, staff, and organizational levels to promote integrity and excellence.
• Equipping staff with tools for culturally competent care and promoting a culture of accountability for high-quality, cost-effective outcomes.
• Aligning work processes and efforts with the organizational strategic plan to enhance operational effectiveness.
• Promoting an inclusive workplace to achieve the organization's vision and mission.
• Maintaining knowledge and ensuring compliance with all regulatory and accreditation standards, directives, policies, and standard operating procedures (SOP).
• Coordinating and assigning staff workload, monitoring completion, and evaluating and managing scheduling productivity of staff.
• Establishing scheduling procedures in compliance with VHA National Scheduling Directives and redirecting staff when practices deviate.
• Leading staff in managing, planning, problem solving and following up with Veteran care.
• Monitoring access and clinic availability, independently resolving scheduling deficiencies, and escalating issues when problems exist beyond the scope of the incumbent.
• Identifying/reporting deficiencies in work product and/or difficulties in meeting deadlines and assisting in resolution of deficiencies or difficulties.
• Extracting and analyzing data to generate reports supporting performance measures and operational improvements
• Performing other duties as assigned.

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.
• 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.

• 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.

Qualifications

Basic Requirements:
CITIZENSHIP: Must be a United States Citizen.
ENGLISH: Must be proficient in basic written and spoken English.
EDUCATION/EXPERIENCE:
Must possess six (6) months experience of clerical, office, customer service or administrative other work that indicates the ability to acquire the particular knowledge and skill necessary to perform the duties of the Medical Support Assistant.
OR,
Must have successfully completed one (1) year above high school. This education must have been obtained in an accredited technical school, junior college, college or university. One year of full-time academic study is defined as 30 semester hours, 45 quarter hours, or the equivalent in a college or university. (TRANSCRIPTS REQUIRED)
OR,
Equivalent combinations of experience and education are qualifying for entry level. (TRANSCRIPTS REQUIRED)

IN ADDITION TO MEETING THE BASIC REQUIREMENTS LISTED ABOVE, YOU MUST MEET THE GRADE REQUIREMENTS AT THE GS-8 LEVEL TO QUALIFY FOR THIS POSITION.

GS-8 LEVEL GRADE REQUIREMENTS:
SPECIALIZED EXPERIENCE: Must have one (1) year of specialized experience equivalent to the GS-7 grade level, leading or supervising MSAs or equivalent administrative patient support staff in a medical inpatient, outpatient or interdisciplinary setting. Specialized experience must include the ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines; skill in communicating with individuals in order to obtain the desired effect, ensuring compliance with established policies and regulations; ability to provide staff development and training; ability to manage staffing requirements, manage priorities, and coordinate work in order to complete duties in an accurate and timely manner; ability to follow-up on pending issues and demonstrating an understanding of the impact of incomplete work; and the ability to review and monitor data to ensure all reports are complete and accurate; advanced knowledge of managing a clinic; advanced knowledge of policies and procedures associated with operational activities that affect patient flow, patient care, and the revenue process; and advanced knowledge of medical terminology.

AND,
KNOWLEDGE, SKILLS, AND ABILITIES: You also must demonstrate the following KSAs:
KSA - 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.
KSA - 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.
KSA - 3. Ability to provide briefings, orientations, staff development, and training in a patient support setting.
KSA - 4. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
KSA - 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.

REFERENCE: VA Handbook 5005/117, Part II, Appendix G45, Medical Support Assistant Qualification Standards. This can be found in the local Human Resources Office.

The full performance level of this vacancy is GS-08

Physical Requirements: The work is primarily sedentary. Physical demands do not exceed those of a typical office setting. There may be some walking, standing twisting, turning, sitting, pushing, bending, repetitive keyboarding, or carrying of light items. Some positions may require sitting for long periods of time at a computer terminal typing data while talking on a telephone headset

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.