Clarification from the agency

This announcement is open to current VHA employees and other Federal employees. NOTE: The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below.

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VA Careers - Lead Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs

Total Rewards of a Allied Health Professional

Duties Include but not limited to:

• Initiates personnel actions, maintains personnel related records, establishes performance standards and competencies, completes performance ratings, writes position descriptions and functional statements, and handles all matters related to counseling, disciplinary action, grievances, etc.
• Approves and certifies timecards and manages overtime and tours of duty
• Assigns and evaluates work to subordinate staff (consults, notifications, authorizations, uploads, etc.)
• Evaluates and manages customer service and the telephone, secure messaging, and other communication systems within the Office of Community Care
• Resolves workplace issues and maintains efficient workflow
• Oversees staff orientation and on-the-job training and development of SOPs
• Performs all HR/personnel actions for their subordinate positions
• Serves as a knowledge reference for ACD and GNAV utilization.

Work Schedule: 8a.m. - 4:30 p.m. or 730a- 4p
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)
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 #: 50534
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.
• 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.
• 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 and Education.

• 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. All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply:(1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation.(2) 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.(3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation.

Grade Determinations:

• Experience. One year of experience equivalent to the GS-6 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
• Assignment. 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. 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.
• Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:
  1. Ability to provide the full range of administrative and supervisory duties 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 related to administrative functions in a patient support setting.
  4. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities.

Preferred Experience:

• Responsible full administrative and professional responsibility for planning and directing the MSA's activities. Assigning and evaluating
  the work of subordinate staff.
• Administratively responsible for the day-to-day operations, evaluating performance and taking disciplinary action when necessary.
• Resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make
  recommendations for improved operations.
• Considered Subject Matter Expert for Call Center or Team operations, developing standard works, updating Standard Operating Procedures and ensure consistent compliance with Directives
• Responsible for providing current information regarding various regulation and new software for Call Center operations, and
  advise/recommend changes to maximize efficiency, and provide better customer service.
• Assists in computer training of new employees and resolves day-to-day conflicts/problems or requests by team member
• Responsible for extracting and analyzing data in order to provide reports in support of performance measures to management

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 7. The actual grade at which an applicant may be selected for this vacancy is GS 7.

Physical Requirements: The work is performed in the Patient Administration Service (PAS). There is a combination of potentially extended periods of sitting, standing, bending, lifting, stooping, stretching, pulling, and similar activities, pen-based computing devises, medical records, and manuals required. Incumbent must be able to travel to treatment areas with ease. However, in general, the work does not require special physical demands.

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.