Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below. This vacancy announcement is open to current, permanent employees of the John D. Dingell VA Medical Center.

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VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs

The Supervisory MSA at this level plans and directs programs at a medical center and/or satellite outpatient clinic and is delegated full supervisory responsibilities that include supervising at least one subordinate team leader and/or a least one subordinate supervisor. The incumbent in this assignment supports primary areas of responsibility and coverage for all areas of the medical center including PACT- Primary Care, Surgery, Medicine, Mental health, Integrated health Services, Radiology, Inpatient Units, Emergency Room, Community Living Center, CBOC coverage, and designated outpatient clinics or inpatient units of the Medical Center. The incumbent is expected to work independently basing decisions on applicable manuals, procedures, policies and responsible judgment. Assignments at this level include may not be limited to:
- Orienting and providing on-the-job training for new and invested employees;
- Ensure all clinic/unit areas are rounded at least twice daily;
- Distribute and monitor work assignments at beginning of shift and follow-up on progress upon completion of tasks;
- Attend daily huddles with clinic staff;
- Attend clinical service line meetings as directed;
- Ensure all admissions, transfer and discharges are completed timely and accurately;
- Ensure all paper records are scanned into the electronic health record timely and destroyed in accordance with facility policy;
- Ensure that all assigned training requirements are completed;
- Ensure timely scheduling, canceling, re-scheduling patient's appointments and/or consults;
- Pull daily reports as directed by facility management;
- Maintain flexibility with scheduling directives and Job Instruction Sheets (JIS) & updates assigned clinic/unit binders as needed;
- Function independently and use sound judgement when performing or assigning tasks;
- Delegate tasks appropriately and communicate effectively to produce desired outcomes;
- Conduct on-going reviews of quality of work for all employees assigned under your authority;
- Provider leadership that incorporates I-CARE values within the facility mission statement;
- Lead by example;
- Manage time wisely and complete tasks in a timely and efficient manner;
- Communicate well and take directions;
- Work well under pressure and use conflict resolution when deemed necessary;
- Engage, encourage and listen to all staff;
- Extract, analyze data & work in Excel, Word, VISTA, CPRS, Power Point, Vet-Link, EDIS, ICB, BMS/White Board, & Bio-Point;
- Assign and evaluate equipment/systems in order to make recommendations for improved operations;
- Identify education, coaching and training needs of staff;
- Evaluate staff performance;
- Implement disciplinary action when necessary;
- Report issues and concerns in a timely manner to leadership for feedback and guidance;

Work Schedule: Monday-Friday 7:30am-4:00pm; Monday-Friday 8:30am-5:00pm; Monday-Friday 9:00am-5:30pm;
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 #: 00002-553
Permanent Change of Station (PCS): Not Authorized
PCS Appraised Value Offer (AVO): 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.
• 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.

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

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.
• Experience and Education. (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; 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.
• Certification. None required.

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).

Grade Determinations: Supervisory Medical Support Assistant, GS-8
Experience. One year of experience equivalent to the GS-7 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Specialized experience can include daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings; assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include, but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts; 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.
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 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.

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 8.

Physical Requirements: Most of the work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending and carrying of light items such as papers, office manuals and office supplies. Incumbent is required to sit for prolonged periods of time at a computer terminal typing data while communicating on a telephone handset or headset. In addition, there can be increased stress due to fluctuating clinic volumes and the intensity of patient/customer complaints or concerns.

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.