Clarification from the agency

All US Citizens--Public--VETERANS PREFERENCE IS WAIVED FOR THIS OCCUPATIONAL SERIES IAW Office of the Chief Human Capital Officer (OCHCO) BULLETIN "FY25 Staffing Shortage Determinations" dated: 10/1/2024. The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below.

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The Supervisory Medical Support Assistant (MSA) at this level plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility for supervising at least one subordinate team leader or supervisor. Assignments at this level include, but are not limited to the following:

• Assigning and 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.
• Identifies appropriate disciplinary measures based upon applicable directives and policies (formal/informal counseling, admonishments, reprimands, suspensions, removals).
• Identifying educational or training needs.
• Assist in interviewing candidates for positions in the unit, recommend appointment, promotion, or reassignment.
• Evaluating performance, and taking disciplinary action when necessary.
• Full administrative and professional responsibility for planning and directing the MSA's activities.
• Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures.

Work Schedule: Will be discussed during the interview process and determined after selection. Subject to change with management discretion to accommodate the needs of the VA Mission. May include rotating and irregular shifts, including days, nights, weekends, and holidays.
Functional Statement/PD#: 20306F
Relocation/Recruitment Incentives: Authorized
Permanent Change of Station (PCS): Not Authorized

Conditions of employment

• 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.
• You may be required to serve a probationary period.
• 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 dentification 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.

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 3j.
• Experience and Education. 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
• Certification: None required.
• Grandfathering Provision: 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).
• Foreign Education: To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs.
• Physical Requirements: See VA Directive and Handbook 5019.

Grade Determinations: Supervisory Medical Support Assistant, GS-8 Specialized Experience; One year of experience equivalent to the [GS-7] grade level.

Experience. One year of experience equivalent to the GS-7 grade level [leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.

Assignments: 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 non-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. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time

AND

Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate the KSAs below:
1. 1. 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.
2. 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.
3. Ability to provide briefings, orientations, staff development, and training in a patient support setting.
4. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.
5. Advanced knowledge of managing or leading patient support saff 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.


Preferred experience: It is highly desirable that candidates meet the following criteria for this position:

• Interaction with patients/customers in a Medical/Clinical setting either by face to face or over the phone
• Experience dealing with a diverse group of individuals when providing pertinent/general medical/clinical information
• 3 -plus years of customer service style training
• Your Resume must detail your experience as mentioned above to be considered attainment of such highly desirable experience.

QUALIFICATION STANDARDS: VA Handbook 5005, Part II, Appendix G45, dated June 7, 2012. This standard is available for review or you may access this standard through the internet at the following address: http://vaww1.va.gov/ohrm/T38Hybrid/QualStandards.htm.

Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment.

Physical Requirements: The work is mostly sedentary in nature, requires non-routine walking, bending, and lifting of objects of 15-25 lbs.

The full performance level of this vacancy is GS 8.

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 WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Applicants will be referred in the order in which they were received.Narrative responses are not required at this time. If you are referred for consideration, you may be asked to submit additional job-related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.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.For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the 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.