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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Duties include but are not limited to:

• The GS-8 Supervisory MSA is responsible to their supervisor for ensuring that the work assignments of the section are carried out by performing a range of duties/functions and must be considered an expert in the functions of File Clerks, Operators, MSAs, and Lead MSAs.
• Have a thorough knowledge regarding enrollment, eligibility, and beneficiary travel.
• Ability to communicate with all internal and external customers effectively and consistently in a respectful and courteous manner.
• Thorough knowledge of the outpatient scheduling processes defined in VHA Directive 1230 VHA Outpatient Scheduling Processes and Procedures and all scheduling policies and procedures derived from policies/procedures with Salisbury VA Health Care System. The incumbent must have knowledge of all internal standard operating procedures for the various outpatient clinics at the Kernersville Health Care Center.
• Ensure all employees are up to date for all mandatory training.
• Provide supervisory coverage for other areas within PAS as necessary due to unplanned leave or planned leave by their peer supervisors.
• The Supervisory MSA must assist the services/clinics accomplish action plans and ensure follow-up for access plans is completed in a timely manner. Ensure quality assurance for all work produced or completed within assigned clinic. Ensure MSA coverage is provided during all working hours for the outpatient clinics assigned and will provide coverage to the clinics if no other coverage is available.
• Use a variety of communication skills to establish helpful relationships with patients, Veterans, and staff.
• Cooperate with others within the organization and contribute to the effective operation of the medical center.
• Identify developmental and training needs of employees and provide/arrange additional training.
• Assist and train new staff in orientation activities through shared knowledge and specific clinic scheduling expertise.
• Establishes and maintains relationships with all medical center personnel to communicate and disseminate PAS Outpatient Administrative Support Section and general PAS information. Incumbent will serve as the subject matter expert (SME) for all duties within the Patient Administrative Service at the Kernersville HCC.

Work Schedule: Full-time, Monday - Friday, 8:00am - 4:30pm
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 000000
Relocation/Recruitment Incentives: Not Authorized
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

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:

• 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. None.
• 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.

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-08.

(1) Experience. One year of creditable experience equivalent to the next lower grade.
(2) Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs:
(a) Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources,
decision making, and 13 empowering the team to collaborate and resolve problems within a complex systems environment.
(b) 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.
(c) 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.
(d) Ability to provide briefings, orientations, staff development, and training in a patient support setting.
(e) Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
(3) Assignment. For all supervisory assignments the Supervisory MSA must spend 25% or more of their time providing administrative and technical supervision and perform major duties above those at the FPL that consist of significant scope, complexity, difficulty, and variety. 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 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.

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-08.

Physical Requirements: See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.

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.