Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position.

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The Hudson Valley Care system offers a full range of acute and chronic care services for veterans residing in six adjacent counties, including Dutchess, Westchester, Putnam, Orange, and Rockland and Sullivan serving over 400,000 veterans.

The Supervisory Medical Support Assistant serves as a member of the Output Leadership Team, participating in both strategic and administrative planning session. The incumbent serves as an office manager for several healthcare clinics and plans, organizes and directs all practices and administrative procedures used by subordinate personnel to ensure consistency and compliance with accepted policies and guidance.

Duties of the position include:

• Establishes work priorities, identifies developmental training needs of employees, and provides or arranges for training when required. He/she works closely with their supervisor to identify and develop training which meets the needs of the MSA and administrative/clinical data capture requirements. The incumbent's responsibility for training includes, but is not limited to, in-service education of on-the-job skills, classroom instruction closely associated with actual inpatient/outpatient hospital clinical practices, and attitudes and relationship of position to professional staff. Incumbent is responsible for new employee orientation and is expected to work closely with new employees for the first (90) days.
• Assigns of work based on requirements and resources available, to efficiently and economically accomplish the work to meet program goals and established objectives. Reviews work produced and analyzed weekly reports to evaluate production and takes appropriate action to resolve backlogs, scheduling errors, ICB Capture, EARR Review and Pre-Registration Data.
• Conducts regular meetings with the medical support assistants to update them on policy changes and new procedures. The employee may serve on workgroups and/or committees as deemed appropriate. Incumbent may be called to assist in audits or studies relating to the clinical setting.
• Resolves patient issues especially regarding appointment, scheduling, and customer service concerns. Incumbent research the issue and attempts to resolve it before it escalates to the Patient Representative, Service Chief, Chief of Staff or Center Director's Office.
• Maintains clerical guidelines and manuals as well as preparation of material to be used in training new employees. Incumbent will also be responsible for training auxiliary personnel such as temporary, work study, and volunteers used for intermittent heavy workload areas.
• Liaise with the Lead and Advanced Medical Support Assistants, Medical staff, Nursing staff and other services offering expert advice on administrative details and procedures relative to areas and will evaluate problematic areas and present findings to their supervisor and respective Service Line designees for corrective action. The incumbent must be an authority on current VA regulations and published hospital guidelines that affect administrative functions and midlevel in administrative procedures. Incumbent works closely with providers and clinic staff to ensure all processes are compliant in accordance with VHA Directive 1230 - Outpatient Scheduling Processes and Procedures, VHA Directive 1232 - Consult Processes and Procedures, and VHA Directive 1231 - Outpatient Clinic Practice Management.
• Performs work involving collection, compilation, and/or tracking of data and statistical information in support of several VA, VISN, and local programs (i.e. Clinic Access Procedures, Electronic Waiting List, Missed Opportunities, Consultation Management, Encounter Actions, Consult management and, Vet Link and Vet Text). S/he establishes protocols and coordinates incoming data from a variety of sources analyzing data and generating a variety or reports.
• Ensures subordinates serve as the initial point of contact for the units, clinics, patient, call centers, to include, but not limited to, scheduling patient appointments, tracking, reviewing, and responding to electronic orders, consults, and other elements in the electronic medical record and medical systems and data/software related to patient care, the healthcare system's organization and services, basic rules and regulations governing visitors and patient treatment, knowledge of standard procedures, utilizing medical records, and medical terminology.

Work Schedule: Monday - Friday , 8:00am-4:30pm
Telework: No Available
Virtual: This is not a virtual position.
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.
• 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.
• 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-8.

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.

Preferred Experience: Two (2) years of supervisory experience and knowledge of scheduling and consult management.

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

Physical Requirements: As outlined in VA Handbook 5019.

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.