Summary The Supervisory Medical Support Assistant is a highly, specialized position and performs multiple duties. The incumbent collaborates with various Service Chiefs and Supervisors across the health care system and interfaces with VA and Community providers, hospitals, diagnostic and treating facilities, and community-based programs. The incumbent will act in the capacity of liaison/expeditor between patients and clinical staff as well as specialty staff and ancillary services. Responsibilities Total Rewards of a Allied Health Professional The Supervisory Medical Support Assistant plans, directs and controls the full range of administrative functions and clerical support functions in the Office of Community Care. Provides administrative and clerical assistance; guidance and support to the professional staff and manages the day-to-day activities of the Community Care department, ensuring policies and procedures are followed as they relate to community care. Interviews and selects new administrative employees subject to the approval of the Chief, Community Care Service. Tracks the progress of new employees, evaluates the performance of all assigned Lead and Advance Medical Support Assistants, counsels when necessary and submits justifications for incentive awards or personnel actions. The Supervisory Medical Support Assistant performs duties independently within the frameworks of established policies and regulatory directives. Additionally, the Supervisory Medical Support Assistant takes part in strategic planning meetings to assure departmental projected budgets are met. 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. Identifies and participates in performance improvement/systems redesign projects. Serves as a representative to Veterans and the public on matters related to the El Paso VAHCS Office of Community Care. The Supervisory MSA will assign and evaluate the work of subordinate staff; resolve complex issues to ensure patient services are met; identify educational or training needs of subordinate staff and full supervisory responsibility for supervising at least one Lead MSA and multiple Advance Medical Support Assistants. Develops or updates procedures, policies, or standards. Develops an ongoing customer service program with emphasis on the first impression, interacts with patients, develops trust and setting the tone for the patient experience. Consults with managers or other personnel to resolve problems in areas such as performance, staffing, or work schedules. Extracts and analyzes data to provide reports in support of performance measures to Chief, CCS. Creates reports to identify the timeliness of referral processing and initial appointments and develops a quality-of-care monitoring program. Initiates all requests for personnel action, performance appraisals, certification of time, interviews applicants and makes recommendations to the Chief, CCS for the selection. Work Schedule: Monday to Friday 8:00-4:45pm Recruitment Incentive (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: Ad-Hoc-Available- (Employees who telework on an occasional, episodic, or short-term basis, and have completed required telework training and telework agreement.) (Portion of day acceptable) Virtual: This is not a virtual position. Functional Statement #: 52805-F Permanent Change of Station (PCS): Not Authorized Requirements 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 trial 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. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Qualifications 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. 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. 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 3.j. 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 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. 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. Preferred Experience: 2 years' experience resolving moderate to complex customer service complaints face to face and by phone. 2 years' experience in customer service and service recovery. 3 years of Supervisor experience in a Clinical /Medical setting within the VA or Non-VA community care. 2 years' experience in community care services with billing, Tri-West etc. 2 years' experience in training and orienting staff preferably Medical Support Assistants but not limited. 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. The actual grade at which an applicant may be selected for this vacancy is GS-8. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds. Education There is no educational substitution at the GS-8 Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.
