Clarification from the agency

Open to current permanent VHA employees NOTE: The 2-page Resume requirement does not apply to this position.

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The Supervisory Medical Support Assistant is under the general supervision of the Assistant Chief (Admin) of CC who provides program goals and objectives. The incumbent is responsible for planning and carrying out the assignment, resolving most of the conflicts that arise during the execution of the assigned duties, coordinating the work with others as necessary and interpreting policy on their own initiative in terms of established objectives. In some assigned duties, the incumbent also determines the approach to be taken and the methods to be used. The incumbent keeps the Assistant Chief of CC/Supervisor informed of any concerns that may arise in the ability to complete the assigned duties or in the case of potentially controversial matters. Incumbent serves as a key point of contact for Veterans or beneficiaries seeking treatment or requesting information relative to their care in the community.

Major Duties include but are not limited to:

• Assign work to employees, evaluates work of subordinate staff, monitor workload and clinical volume, and monitor clinical competencies.
• Responsible for managing Human Resource aspects of service operations, including hiring process, disciplinary action and Labor/Management relations. Responsible for resource management and distribution, assessing staffing levels and needs, space planning, and assessing equipment and technology needs along with corresponding requests for needed resources.
• Prepares performance plans and performance evaluations; recommendations for appointment, awards, advancements and ensuring new hires are properly vetted. Incumbent monitor's staff competencies and updates staff competency folders in accordance with all regulatory guidelines and identifying continuing education and training needs.
• Skillful in interpersonal relationships and conflict resolution. Complies with and ensures that Department of Veterans Affairs EEO guidelines are followed within the Service.
• Supervise, direct and manage a diverse MSA staff and is involved to on-the-job team problem solving; developing, implementing and evaluating improvements to work processes and identifying continuing training needs. Supports and is involved in teamwork and/or team building both within the incumbent's Service and other Services.
• Responsible for a full range of functions associated with the daily operation of the assigned clinic, ensuring that referrals for the section are processed, treatments are provided, and documentation is completed according to TJC, CARF and service policies.
• Provides advanced professional oversight and consultation to MSA staff and evaluates complex processes with great autonomy. Incumbent develops and implements new processes and provides guidance for MSA staff.
• Consults with medical staff through patient presentations, clinics and conferences.
• Responsible to continually evaluate the success of ongoing improvement projects programs and recognizes the need for new programs. As the need for new programs is identified, the incumbent must develop and initiate new treatment programs which apply current research finding.
• Monitor's inventory, projects equipment and supply needs for treatments and submits requests of those if indicated.
• Responsible safe operations of the clinic, ensuring the safe environment, the work area is secured, and equipment is clean.
• Possesses subject matter knowledge of the organization and Service in order to respond to requests, inquiries, problems, and to identify and communicate any discrepancies in scheduling or improperly completed orders. Incumbent must be able to follow extensive guides in form of instructions, manuals, regulations, and precedents that apply to the work. Incumbent uses own judgment in locating and selecting appropriate guidelines, policies, procedures, and other sources and adapts them according to the circumstances of the specific situation.
• Responsible for data collection and validation. He/she will ensure that encounter errors (e.g., open encounters) and appointment wait time errors are corrected timely. He/she will also ensure that consults are addressed by staff in a timely manner. This will include setting goals, assigning and reviewing g work, setting deadlines, and taking corrective action when goals are not met.
• Meets the needs of customers while supporting VA missions. Communicates and treats customers in a courteous, tactful and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately.

Work Schedule: Full Time; Work schedule will be determine upon selection
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.
• 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.
• 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: To qualify for appointment to this position, all applicants must possess the following;

• 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 Policy.
• 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,
• Education: One year above high school; OR,
• Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.

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: Supervisory Medical Support Assistant, GS-8

Experience. In addition to the basic requirements above, One year of creditable experience equivalent to the next lower grade, GS-7 grade level.

Spend at least 25% or more of their time performing lead duties, responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit, responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings, assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources, assignments at this level include but are not limited to ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.

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

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-8.

Preferred Experience: Community Care experience, Knowledge of managing or leading staff in a community care service setting, which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements, Ability to independently utilize community care reference sources and community care applications daily to manage patient care in the community.

Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, bending, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability. Work environment is in an adequately lighted and ventilated medical facility setting.

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:

Creditable Experience:
Must demonstrate the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting.
Quality of Experience. Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level.

Resume Reminder: Your resume must include the following information each job listed:
Job Title
Job Duties (Be as detailed as possible)
Month and Year - Start/End Dates (e.g. June 2007 to April 2008)
Full-Time or Part-Time Status (Include the number of hours worked per week).

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.