Clarification from the agency

This job is open to current permanent Department of Veteran Affairs employees, current permanent of Orlando VA Healthcare System have first priority. NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below.

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Major duties of this position include (but are not limited to):

Responsible extracting and analyzing data to provide reports in support of performance measures to senior management
Quantitative and task analysis of assigned work for subordinate staff; evaluating staff to workload ratios; space planning, creating and reviewing flowcharts for work processes; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendation for improved operations

Prosthetics and OPPCS: Incumbent has oversight of the following:

• Professional Development (communicates professional development concepts and principles to staff)
• Customer Service (internal and external) including answering phone calls, voicemails, my healthy vet messages, and any other patient to clinic communications.
• Controlled Correspondence (Patient Advocate Complaints and Congressional inquiries) and Service Recovery
• Scheduling Workload Oversight (capture, analyze, delegate and monitor timeliness of scheduling workload)
• Standard Operating Procedure (SOP) development and communication to staff, with implementation of appliable VHA Directives.
• Annual Scheduler competency assessment
• Ensure schedulers validate and update Veteran's demographics, contact preferences and health insurance in the Insurance Capture Buffer (ICB) Exceptions List and Patient Update at the time of the appointment, when applicable.
• Conducting daily oversight and management scheduler administrative work tasks (e.g., Consults, Unable to Schedule List, NEAR, Recall Reminder, RTC Orders, Appointment Cancellation Follow-Up Report, Lost User Report, Pharmacy Only Report, Administrative Electronic Transfer List)
• Conducting ongoing scheduling audit performance feedback and any required remediation in accordance with the National Standardized Scheduling Audit Guidebook
• Ensure schedulers are scheduling and managing appointments as outlined in national guidance.
• Ensure staff are reviewing incomplete encounters and escalating appropriately, when applicable.
• Works closely with OPPCS staff to ensure FLOW 4 compliance consults are appropriately triaged and dispositioned.

Supervisory Duties

• Incumbent must have the ability to provide the full range of administrative and supervisory duties which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or achievements.
• Incumbent must have the ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with all healthcare professionals to ensure quality and continuity of care and ensure compliance with established policies and regulations.
• Incumbent must have the ability to provide briefings, orientations, staff development, and staff training.
• Incumbent monitors and makes work assignments for lower grade Medical Support Assistant (MSA) positions, typically to Advanced MSAs (AMSA) and Lead MSAs (LMSA).
• Incumbent provides input on all Lead MSA and MSA performance and resolves workplace issues that arise.
• Incumbent is responsible for the daily staffing assigned clinics, assuring adequate support staff is available, including coordinating of annual and sick leave amongst assigned clinics.
• Incumbent resolves complex problem ensuring patient services are fully met.
• Incumbent identifies educational and/or training needs, including on-the-job training to all new and established AMSAs.
• Incumbent participates in hiring interview processes of LMSA selections.
• Incumbent evaluates performance, completes Employee Performance Appraisals, and assists in taking disciplinary action when necessary.
• Incumbent is responsible for extracting and analyzing data to provide reports in support of performance measures to senior management.
• Incumbent assures that all appropriate VA Forms are used correctly, and that policies and regulations are properly followed.
• Incumbent provides educational sessions to train new employees in clerical process in an efficient and effective manner to ensure that processes, functions, and goals are understood, met, and followed.
• Incumbent will ensure assigned clinics are stocked with basic office supplies.
• Incumbent will comply with the mandatory training requirements for the scheduling process.

Work Schedule: Monday - Friday, 8am-4:30pm
Financial Disclosure Report: Not required
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 82428F

Conditions of employment

• You must be a U.S. Citizen to apply for this job.
• To be considered for this position, you must complete all required steps in the process. In addition to the application and questionnaire, this position requires an online assessment. The online assessment measures critical general competencies required to perform the 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.
• Must pass pre-employment physical examination.
• 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.

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.

Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

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).

Supervisory Medical Support Assistant, GS-08.

Experience. One year of creditable experience equivalent to the next lower grade. (GS-7).

In addition to the experience above, the candidate must demonstrate the following Knowledge, Skills, and Abilities (KSAs).

1. 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.
2. 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.
3. 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.
4. Ability to provide briefings, orientations, staff development, and training in a patient support setting.
5. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.

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: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment.

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.

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.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position. You will be assessed on the following Competencies for this position:



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.