Clarification from the agency

Open to current permanent Department of Veteran Affairs employees only. NOTE: The two-page Resume requirement does not apply to this position.

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The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor for all Lead Medical Support Assistants, Advanced MSAs (AMSA) and Medical Support Assistants (MSA) in Medical Administration Service at any of the Outpatient Clinics, Community Based Outpatient Clinics (CBOCs), all interdisciplinary clinics include Specialty Mental Health and Call Center staff to support the initiative at NF/SG Health Care System. The Supervisory Medical Support Assistant will coordinate with all clinical administrators to staff in Primary Care, Specialty Clinics, Mental Health, Third Party Administrators, Community Providers as well as with staff outside the service line and at the VISN office. The Supervisory Medical Support Assistant works collaboratively with all other members of an expanded healthcare team including pharmacists, social workers, dietitians, behavior health staff, etc.. Important interfaces and collaborations also occur with larger healthcare system providers including VA and non-VA specialist, hospitals, diagnostic and treating facilities, and community-based programs.

Other duties and responsibilities include but are not limited to:

• Supervise and direct the daily operations of Medical Support Assistant staff within outpatient clinics.
• Assign, monitor, and evaluate the work performance of subordinate staff and team leaders.
• Resolve complex administrative and patient service issues to ensure quality and timely care delivery.
• Recruit, select, train, mentor, and provide ongoing education and development for staff.
• Conduct performance evaluations, provide feedback, and initiate corrective or disciplinary actions when necessary.
• Analyze operational data and prepare reports to support performance measures and management decisions.
• Coordinate administrative support activities among clinical staff, patients, and healthcare providers.
• Oversee appointment scheduling processes and ensure compliance with VHA scheduling directives and consult management requirements.
• Develop and implement contingency plans to address clinic staffing shortages, scheduling conflicts, and workload fluctuations.
• Verify and maintain accurate patient demographic, insurance, consult, and appointment information.
• Conduct monthly scheduling audits, monitor compliance, and ensure staff complete required training.
• Ensure adherence to VA policies, privacy regulations (HIPAA), eligibility requirements, and confidentiality standards.
• Provide exceptional customer service and address patient concerns with professionalism, tact, and compassion.
• Review active and pending consults, Audiocare communications, and scheduling activities to ensure timely disposition.
• Participate in interdisciplinary teams, daily huddles, committees, LEAN initiatives, and process improvement efforts while supporting clinic operations, enrollment, eligibility, and beneficiary travel programs as needed.

Total Rewards of a Allied Health Professional

Work Schedule: Monday - Friday: 8:00 am to 4:30 pm. (Note: Work schedules are determined and approved by the supervisor. The Supervisory Medical Support Assistant may be required to work various shifts on a permanent or temporary basis based on facility/patient care needs).
Compressed/Flexible:Not available
Recruitment/Relocation Incentives (Sign-on Bonus): Not Authorized
Permanent Change of Station (Relocation Assistance): Not Authorized
Pay: Competitive salary and regular salary increases
Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)
Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience.
Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.
Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.
Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA
Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 51010-F
Permanent Change of Station (PCS): Not Authorized

Conditions of employment

Complete all application requirements detailed in the "Required Documents" section of this announcement.

• 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.
• Must pass pre-employment physical evaluation/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 requirements may be referred and tentatively selected but may not be hired until all requirements are met.

Basic Requirements: All applicants must meet the following basic qualifications.

• United States Citizenship: Must be a U.S. Citizen
• Education. Must possess a high school diploma, General Education Development (GED) equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Note: You must provide proof if you are selected for this position (such as a copy of your high school diploma, high school transcript, GED Certificate, homeschooling completion, proficiency certificate issued by a State or Territorial Board or Department of Education and/or college transcript).
• English Language Proficiency: In accordance with 38 U.S.C. 7403(f), no person shall serve in direct patient care positions unless they are proficient in basic written and spoken English.

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: In addition to the basic requirements above, all applicants must also meet the following grade requirements to qualify for the GS-8 Supervisory MSA grade level.

Supervisory Medical Support Assistant, GS-08 Experience: One year of creditable experience equivalent to the next lower grade (GS-7). For all supervisory assignments the Supervisory MSA must spend 25% or more of their time providing administrative and technical supervision and perform major duties that consist of significant scope, complexity, difficulty, and variety. Supervisory MSAs plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assignments at this level include, but are not limited to assigning and evaluating the work of subordinate MSA staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved clinic operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSA's activities.

In addition to the experience above, you must also demonstrate the following Knowledge, Skills & Abilities (KSAs):

1. 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.
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.

While we no longer require essay-style responses to our KSAs be submitted with your application, you must be able to demonstrate that you possess the KSAs that are necessary to successfully perform the work of the position. Please ensure your resume/CV/application contains sufficient information to support the level of experience/education/training you possess; otherwise, we will not be able to award you credit for the experience and qualifications that you claim.

Preferred Experience: Must have at least two years of specialty experience in a hospital or outpatient clinic setting.

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: Must pass a pre-employment physical evaluation as required by VA Handbook 5019. This evaluation is administered by VA Occupational Health. Work is sedentary and performed in an office environment. There is an occasional requirement for carrying of light items such as mail, papers, books, and files, and may be some stooping, standing and walking. Incumbents must be physically and mentally able to efficiently perform the essential functions of this position without hazard to themselves or others.

Physical Demands: Work is sedentary but also demands standing, walking, bending, twisting, and carrying light items.
Work Environment: Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated, and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.
Green Environmental Management Systems: Shall follow all policies and procedures to ensure compliance with all applicable environmental regulations and requirements and be good stewards of the environment through pollution prevention, waste minimization and resource conservation.
Safety: Employee will support the safety, occupational health, and fire protection program by the application of approved standards, regulations, practices, and work methods.
Training: Supervisor ensures all subordinates have completed their mandatory trainings in a timely manner as well as assigning specific trainings to staff as related to job functions.
Whistleblower Protection Program: Respects each employee's right to voice concerns about what he or she feels is a violation of law, rule, or regulation, or gross mismanagement, an abuse of authority, a gross waste of funds, or a substantial and specific danger to public health or safety.

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.