Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. This vacancy is open to all U.S. Citizens

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Duties include, but are not limited to:

• Direct daily administrative, clerical, and technical support operations for assigned inpatient wards and clinics.
• Supervise ward and clinic workflow to support timely patient access, effective patient flow, and efficient delivery of inpatient services.
• Coordinate administrative operations with nursing, providers, technical staff, and other interdisciplinary team members.
• Interpret and apply applicable administrative procedures, regulations, and policies affecting inpatient clinic and ward operations.
• Orient staff to inpatient administrative processes, workflow requirements, and data-capture procedures.
• Identify operational barriers and implement or recommend process improvements affecting ward and clinic support functions.
• Lead implementation and use of the Daily Management System (DMS) and related High Reliability Organization (HRO) practices within assigned areas.
• Oversee accurate and timely capture of inpatient workload, Veteran demographic, insurance, and other required data in VistA and related systems.
• Establish and monitor quality-control processes to identify, correct, and prevent incomplete or inaccurate workload and administrative data.
• Coordinate timely correction of data errors with ward/clinic leadership and relevant cross-service partners to prevent loss of workload credit or funding.
• Train and monitor subordinate staff on data-capture requirements, documentation standards, and associated system processes.
• Develop and analyze workload, quality, operational, and performance reports; identify trends and report findings to Nursing Service leadership.
• Conduct audits, surveys, and assessments of administrative, clerical, and technical support processes.
• Recommend process, resource, or operational changes based on data analysis, workload trends, and performance findings.
• Ensure subordinate staff comply with applicable privacy, release-of-information, medical-records management, and information-security requirements.
• Safeguard protected paper and electronic Veteran information from unauthorized access, disclosure, loss, alteration, or deletion.
• Provide staff guidance on appropriate record-request, release-of-information, and records-management procedures for VA and non-VA sources.
• Monitor completion of required release-of-information documentation and authorizations.
• Supervise front-line administrative staff who serve as a primary point of contact for Veterans, families, and interdisciplinary health care team members.
• Establish and monitor customer-service practices that support professional, respectful, Veteran-centered communication.
• Resolve or appropriately escalate complex Veteran and family concerns affecting patient access, administrative services, or inpatient care coordination.
• Support efficient patient movement and coordination from ward/clinic arrival through establishment of the plan of care.
• Exercise full first-level supervisory authority over assigned GS-03 through GS-07 Medical Support Assistant staff, including Lead MSAs, Advanced MSAs, and MSAs.
• Assign work, establish priorities, evaluate performance, and ensure adequate staffing coverage for assigned wards and clinics.
• Develop work schedules, approve leave, and manage time-and-attendance functions using VATAS.
• Adjust staffing and workload assignments based on patient volume, operational demands, and health care system priorities.
• Participate in recruitment, selection, onboarding, and retention activities with the servicing Human Resources Management Office.
• Issue performance standards, communicate performance expectations, complete evaluations, and address performance deficiencies, including use of Performance Improvement Plans (PIPs) when appropriate.
• Address employee conduct and performance concerns; recommend or take corrective and disciplinary actions consistent with applicable policy, labor agreements, and delegated authority.
• Represent management in labor-management activities and respond to employee concerns, grievances, and workplace issues.
• Lead administrative and technical operations across assigned inpatient wards, clinics, or specialty programs.
• Participate in operational huddles and interdisciplinary meetings to align administrative support services with patient-care needs.
• Conduct leadership rounding and follow up on operational, staffing, workflow, patient-access, and customer-service issues identified.
• Coordinate competing administrative requirements and clinical-support priorities to maintain a Veteran-centered, efficient inpatient environment.
• Establish priorities, manage deadlines, and independently adjust work processes and staff assignments to meet operational and patient-care demands.

Work Schedule: Monday - Friday, 0730 - 1600
Telework: Not Authorized
Virtual: This is not a virtual position.
Functional Statement #: PD10959F
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.
• 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.
• All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.
• 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 evaluation.
• 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.
• Foreign Education: To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.
• 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).

Grandfathering Provision: 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:

• (1) 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.
• (2) 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:
GS-8 Supervisory MSA:
1) Experience: One year of 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

AND

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

• 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.

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.

The full performance level of this vacancy is GS-08.

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.

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.