Clarification from the agency

This vacancy is open to current employees of the Veterans Health Administration Mid-Atlantic Healthcare Network (VISN 6) Durham VA Medical Center. Most recent non award SF 50 required for eligibility. 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 Durham VAHCS is a complexity level 1A health care system with a main medical center and multiple outpatient clinics across 27 counties. The Supervisory Medical Support Assistant is responsible for the supervision and oversite of a Lead Medical Support Assistant and/or Supervisory Medical Support Assistant and all Advanced Medical Support Assistant staff assigned within their unit. Assignments at this level include but are not limited to assigning and evaluating the work of subordinate staff, resolving complex problems to ensure patient care needs are met, identification of training or educational needs, serving as a hiring official, evaluating performance and taking disciplinary actions when necessary.

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

• Resolving complex problems to ensure patient services are met.
• Serve as the hiring official for recruitment, selection, and onboarding of subordinate employees.
• Provide continual performance assessment, training, and monitoring of program measures.
• Provides coaching support to subordinates and, when necessary, takes formal and informal disciplinary action with consultation of Employee Relations/Labor Relations staff.
• Ensure self, and subordinates complete all required training within a timely manner.
• Address employee concerns in a timely and appropriate manner, ensuring closed-loop communication whenever possible.
• Maintain a just culture work environment where employees are comfortable reporting safety concerns without fear of retaliation.
• Utilize employee feedback to support ongoing improvement efforts such as: all employee Survey, employee exit surveys and interviews, leader rounding, staff meetings and huddles, etc.
• Assigning and evaluating the work of subordinate staff.
• Assures that each employee has enough work to reach the highest productivity standard
• Be a leave approving official for employees within their designated supervisory section
• Generate, analyze, and track reports pertinent to the work area such as unscheduled consults, open, active, and pending consult reports, no-show reports, unable to schedule report, the Insurance Capture Benefit (ICB) report, recall reminders, return to clinic orders, New Enrollee Appointment Request (NEAR), Encounter Action Required Report (EARR), consult toolbox usage, clinic utilization, and the VA Online Scheduling Appointment Activity (VAOS) reports
• Provide oversite of call center operations as applicable
• Create, maintain, and monitor the use of workflow guides, operating procedures, standardized scripting, and job aids that do not conflict with VA, VISN, and local directives and policies
• Ensures subordinates provide consistent high quality customer service to Veterans, their caregivers, and families
• Works closely with clinical teams to address continuous patient care flow
• Provide information regarding the VA Medical Cost Recovery (MCCR) Program to Veterans through the insurance data collection and revenue collection process
• Expert in basic administrative policies and procedures dealing with outpatient scheduling or other administrative topics
• Advanced level skills in office automation and health record systems

Total Rewards of a Allied Health Professional

Work Schedule: 7:30am - 4:00p, M-F (schedule may change based upon the needs of the service)
Recruitment Incentive (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
Telework: Telework may be available following agency policy (Ad-hoc only)
Virtual: This is not a virtual position.
Permanent Change of Station (PCS): 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 may 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:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• 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.
• Education/Experience: One year of education above high school OR 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 Equivalent combination of experience and education to qualify for entry level for which both education and experience are acceptable

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:
(a) 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.

(b) 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.

(c) 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

Preferred Experience: Experience with patient movement and observation

Reference: VA Handbook 5005/117, Part II, Appendix G45. Medical Support Assistant Qualification Standard GS-0679, August 1, 2019. 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: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability. SeeVA Directive and Handbook 5019.

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.