Clarification from the agency

Current and Permanent Employees of VISN 21 (Station 497, 640, 612, 654, 662, 570, and 459). NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

Videos

VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo

Assignments at this level include, but are not limited to:

• Possess strong leadership skills and extensive knowledge of specialty care outpatient and telehealth scheduling operations, computerized patient databases, computer hardware and software programs, as well as outpatient clinic operations.
• Plans and directs outpatient medical administration programs and has full supervisory responsibility for supervising assignments.
• Responsible for extracting and analyzing data to provide reports in support of performance measures to senior management.
• Manages position responsibilities with little supervision, sets priorities and deadlines and adjusts the flow and sequencing of the work to meet team and patient needs.
• Responsible to coordinate communications with other sites of care in VISN 21 and non-VA medical offices/facilities to coordinate care, participating in secure messaging with the patient and team, notifying patients of normal lab results, developing and managing a system for tracking needed follow up care (consults, tests, etc.) and communicating with the patient and team as necessary.
• Participates in team huddles and meetings where patient care planning and management occur, where applicable.
• Responsible for directing the administrative and technical aspects of Specialty CRH clinics.
• Supervises staff in an interdisciplinary environment, where often there are conflicting needs from several members of the clinical team.

Clinic Management:

• Provides the Specialty CRH teams with the necessary clerical/administrative/technical support required to maintain a smooth, effective clinic flow and operations.
• Promotes an environment that is conducive to positive interactions with staff, and fosters a collaborative, problem solving relationship with nurse managers and clinical staff at VAPAHCS, and other VISN 21 sites of care served by the Specialty CRH.
• Participates in interdisciplinary work groups and committees to incorporate clinic and service goals and needs into overall facility planning.

Data Collection and Reports Management:

• Leads on the integrity and accuracy of the data capturing process and statistical reporting in the VISTA, OBA, and VSSC system.
• Identifies workload to correct errors resulting in workload rejection in Patient Care Encounter system due to insufficient or inaccurate data.
• Develops quality monitors on critical administrative, clerical, technical activities on an ongoing basis, report findings to Specialty CRH Leadership.
• Adjusts staffing based on workload, staffing demands, and health care system priorities and recommend organizational changes to improve staff utilization.

Human Resources/Labor Relations:

• Represents management at labor management meetings, provides information, resolves conflicts, and/or problems that may arise and assures management officials are familiar with the negotiated agreement.
• Provides staff under his/her supervision training on latest computer software/hardware. Documents employees' skills and competencies.
• Develops subordinate staff and others, as appropriate, to perform and contribute to the organization through coaching, mentoring and providing ongoing feedback, and by granting opportunities to learn through formal and informal methods.
• Works with servicing Human Resources Management Office in all steps of the recruiting and hiring process to expeditiously recruit for vacant positions and to select qualified employees.

Scheduling Duties:

• Oversees and monitors that clerical staff are appropriately scheduling appointments according to the National and Local Scheduling Directives.
• Performs other scheduling related duties as assigned by leadership to ensure efficient clinic operations.

Work Schedule: Monday - Friday; 8:00am - 4:30pm
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 10952-F
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:

• United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• 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: Not 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: Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply:

• Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed on a temporary or permanent basis until they fully meet the basic requirements of the standard.
• Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re entry to the occupation.

Grade Determinations:

Supervisory Medical Support Assistant, GS-08

• Experience: One year of creditable experience equivalent to the GS-07 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
• Demonstrated Knowledge, Skills, and Abilities:
  • 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.
  • 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.

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.

Preferred Experience: Specialized Experience must possess one year of specialized 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. Resume must include hours per week for work experience credit preferred CRH experience.

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

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.

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

1. Current and Permanent Employees of VISN 21 (Station 497, 640, 612, 654, 662, 570, and 459).