Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

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Call Center Supervisor: Incumbent will provide and ensure assistance to Veterans providing a smooth process for the management of his/her outpatient appointments and support work in connection with the care and treatment given to the Veterans by performing a variety of support duties that facilitate the work of physicians, physician assistants, nurses, nursing support staff, and other members of the medical facility who provide patient care. The Supervisory MSA typically supervises 10-30 MSAs from GS-3 to GS-7 level in an assigned call centers that are aligned with a clinical service. They have full supervisory responsibility over assigned MSAs. The Supervisory MSA is an important interface with their assigned call teams and is a liaison between those services (Specialty/ PACT) and Health Administration Service (HAS) to provide a range of administrative support.

Health Benefits and Enrollment: Incumbent serves as the Supervisory MSA, Enrollment and Eligibility Section, with the responsibilities of supervising, planning, developing, coordinating, implementing, evaluating and reporting on plans and procedures required to meet the administrative activities and programs within the section and throughout the Medical Center, including all Community Based Outpatient Clinics (CBOCs).

Primary Care/Mental Health/Specialty Care/Sub-Specialty: Important interfaces and collaborations also occur with larger health care system providers including VA and non VA specialists, hospitals, diagnostic and treating facilities, and community based programs. They have full supervisory responsibility over assigned MSAs. The employee has full administrative and professional responsibility for planning and directing the MSA's activities.

Incumbent is responsible for establishing meetings and training to discuss work problems, adoption of new work processes, and in-service training. With input from staff, formulates training plans for all new employees and refresher training for existing employees. Schedules and encourages participation of employees in various Medical Center training programs and career development courses. Coordinates and establishes standardization written procedures and special instructions for non-routine and complex assignments for clinic staff. Under the direction of Senior HAS managers, coordinates with other HAS supervisory staff to ensure standardization of procedures throughout service and section.

Incumbent coordinates leave schedules to ensure coverage of assigned areas is maintained and interfaces with other HAS Managers to seek additional resources if required and coordinates the use of float teams. Has final approval to approve annual and sick leave requests. Maintains assigned time and leave accounts and is certifying official for assigned Time and Leave Groups using the Electronic Time and Attendance program.

The Supervisory MSA prepares performance standards and functional statements, ensuring they are current and accurate. Oversees performance ratings of assigned employees and makes recommendations for incentive awards. Has full authority to take disciplinary action, seek advice from human resources, address grievances, and attempts to resolve disputes at the lowest level possible.

Orients all new staff to Health Administration Services, including position within organization, leave procedures, functional statements, and performance standards. Maintains training folders on assigned employees, assigns training lead and reviews training progress frequently during performance period. Incumbent provides briefings and training when needed or as directed by management.

Work Schedule: 7:30am-4:00pm;8:00am-4: 30pm (Monday-Friday)
Recruitment Incentive (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 00000
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 identification 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:

• 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 - Equivalent combination of experience and education.
• 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 3j.

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 Supervisory Medical Support Assistant, GS-8: One year of experience at or equivalent to the next lower grade level GS-7 leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. In addition to the Basic Requirements defined above, the incumbent must demonstrate the following KSAs:

• Ability to provide the full range of administrative and supervisory duties to at least on 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.

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.

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: Work is primarily sedentary; however, the incumbent will have episodes of standing, twisting, bending, sitting, and carrying of supplies (up to 40 lbs.) in support of the clinical areas assigned.

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.