Clarification from the agency

NOTE: The 2-page Resume requirement does not apply to this position. For more information, refer to Required Documents below. This vacancy is open to current permanent Southeast Louisiana Veterans Healthcare System Employees including satellites.

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The Supervisory MSA plans and directs programs at medical centers and has full supervisory responsibility for supervising at least one subordinate team leader or supervisor. Assignments include but are not limited to:

• Assigning and evaluating the work of subordinate staff;
• Resolving complex problems to ensure patient services are met;
• Evaluating new products, equipment, and systems in order to make recommendations for improved operations;
• Identifying educational or training needs;
• Evaluating performance, and taking disciplinary action when necessary.
• Incumbent has full administrative and professional responsibility for planning and directing the MSAs' activities.
• The Supervisory MSA is responsible for extracting and analyzing data to provide reports in support of performance measures to senior management.
• He/she must assist with clinic access contingency plans by adjusting appointment times, location, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs.
• Supports patient safety standards using the correct Veterans Affairs identification of all patients using two forms of identification, name and full Social Security Number. The patient may also present the Veterans Health Identification Card (VHIC} for identification. When assisting the MSA staff in the check-in process, he/she must use each interaction with the patient to validate and update patient demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.
• Assures MSA staff explains the VA's mandate to collect insurance information to veterans, their families, and other eligible patients.
• Assures staff collects, scans, and updates health insurance information serving a major role in the revenue process.
• The incumbent contributes to the revenue collection process by identifying patients with third party insurance.
• Promotes veteran registration for and utilization of MyHealtheVet (MHV).
• Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA A high degree of tact and diplomacy is required when dealing with veterans who have multiple health problems and who may be frustrated with the administrative process associated with diagnosis and treatment.
• Incumbent will ensure that all necessary health/administrative information are integrated into Computerized Patient Record System (CPRS) by sending the documents to the appropriate department for scanning.
• Incumbent must screen/receive phone calls in a courteous and timely manner, determine the nature of requests and provide the desired information using privacy rules and established clinic processes.
• Incumbent trains staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities.
• The Supervisory MSA participates in the daily teamlet huddles and weekly team meetings where patient care planning and management occur.

Work Schedule: 7:30am-4pm Monday-Friday - Subject to change based on facility needs
Telework: Available-As determined by agency policy
Functional Statement #: 629-00524-F
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.
• 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.
• Must pass pre-employment physical evaluation,
• 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.
• (1) 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,
• (2) Education. One year above high school; OR,
• (3) 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).

Grade Determinations:

Preferred Experience:

• Experience scheduling appointments.
• Excellent customer service skills.
• Operational knowledge of CPRS, VISTA GUI, VISTA, and CRM
• Ability to pull Consult Reports for pending, active, and scheduled
• Experience on the ACD line and Cisco Unified Intelligence Center
• Ability to multitask
• Knowledge of clinic management
• Assures accuracy of appointment management, clinic utilization, clinic access, and the coordination of all administrative information between the professional staff and the patient
• Ability to confidently and competently train scheduling staff
• Vast knowledge of national and local scheduling policies

Supervisory Medical Support Assistant, GS-8

(a) 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.

(b) Assignment. 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.

(c) Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below:

i. 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.

ii. 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.

iii. Ability to provide briefings, orientations, staff development, and training in a patient support setting.

iv. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.

v. 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.

The full performance level of this vacancy is GS-8.

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

Physical Requirements: Physical aspects associated with work required of this assignment are typical for the occupation, see Duties section for essential job duties of the position. May require standing, lifting, carrying, sitting, stooping, bending, pulling, and pushing. May be required to wear personal protective equipment and undergo annual TB screening or testing as conditions of employment.

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.

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.