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 job is open to current permanent Department of Veteran Affairs employees, current permanent Federal employees of other agencies and all US Citizens.

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Total Rewards of a Allied Health Professional

Plans and directs programs within the Fargo Health Care System and/or Community-Based Outpatient Clinics. This role includes full supervisory responsibility for at least one subordinate team leader or supervisor and a team of 15 or more MSAs.

Key duties at this level encompass assigning and evaluating the work of subordinate staff, resolving complex issues to ensure the delivery of high-quality patient services, and assessing new products, equipment, and systems to recommend operational improvements. Identifies educational and training needs, evaluates employee performance, and implements disciplinary actions when necessary.

Holds full administrative and professional responsibility for the planning and oversight of the activities of MSAs, supervisors, and team leaders. Extracts and analyzes data to generate reports supporting performance monitoring and provides these reports to senior management for tracking key performance measures.

The supervisory MSA is responsible for the following duties:

• Provides guidance and expertise on relevant laws, regulations, directives, and policies pertaining to the administration of VA Health Care Benefits.
• Verifies that MSA staff are adhering to the latest VA Scheduling Directive and fulfilling the minimum scheduling requirements
• Approves leave requests and timecards in accordance with all relevant policies and regulations, day-to-day oversite of administrative operations.
• Assigns and evaluates the work of subordinate staff to maintain efficient workflow and ensure coverage of all areas of responsibility.
• Evaluates performance and takes disciplinary action, when necessary, performance evaluations, disciplinary actions, awards.
• Extracts and analyzes data to provide reports to Administrative Officer and other leadership staff.
• Evaluates staff competency and coordinates training/education plans in areas needing improvement or new initiatives implemented in work processes.
• Leads the evaluation of, and initiates changes to processes, space, staff, budget, and equipment based on experience and knowledge of technical operations, workload demands and changing functions of the medical center.
• Collaborations with ICC leadership in the evaluation, planning, and implementation of new and improved programs. Incumbent will provide leadership in identifying opportunities for performance improvement, the development of appropriate strategies, and the evaluation of outcomes.
• Resolves scheduling problems from patients, clinic staff, and other medical center departments. Resolutions support program goals and maintain customer relations for parties involved.
• Conducts scheduling activity for assigned clinics based on established scheduling policy and procedures.
• Conducts regular monitoring of scheduling activity for assigned staff to ensure scheduling activity is conducted based on established scheduling policy and procedures. This includes, but is not limited to, application of scheduling priority guidelines, designation of desired appointment date, documentation of clinic cancellations and no-show activities.

Work Schedule: 8:00 am-4:30 pm Monday-Friday
Recruitment Incentive (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).
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). Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.
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 #: 00000

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

Basic Requirements:

• Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
• Experience. No experience required.
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration. None
• Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

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:

For experience to be creditable it needs to demonstrate: the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting and be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time.

Supervisory Medical Support Assistant GS-8

This position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation. You must meet the basic requirements and the following:

• 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.
  • GS-7 equivalent experience is demonstrated by: Coordinates Advanced MSA assignments and workflow found in an interdisciplinary unit. Responsible for 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 units with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Ensures accurate and timely scheduling of appointments; provides guidance to staff members, to include changes in policies and procedures; creates and maintains employee work schedules; and acts as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.
• Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
  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.

Preferred Experience:
Leadership Experience: Working in healthcare administration, supervisory roles, and familiarity with VA systems and processes. Previous scheduling experience is required. Strong customer service, communication, organizational, and technical skills are essential.

Healthcare Administration Experience: Experience working in a healthcare setting, such as hospitals, clinics, or VA medical centers. Familiarity with healthcare systems, patient scheduling, and medical records management.

Supervisory Experience: Proven experience in a supervisory or management role. Ability to supervise and lead a team, providing guidance, training, and performance evaluations. Strong leadership, and proven experience in a supervisory or management role preferred

Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Medical Support Assistant Qualification Standard

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

Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

Area of Consideration - Eligible applications will be reviewed and referred in the following order:

1. Current permanent VA employees of the facility.
2. All other VA employees.
3. Current permanent Federal employees of other agencies.
4. All other Applicants will be referred in unranked order.

NOTE: Veterans' Preference does not apply to current federal employees.

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.