Summary The Supervisory Medical Support Assistant (MSA) position acts as the direct supervisor at the VA Central Iowa Health Care System (VACIHCS) and oversees the medical administrative support for the Community Care department. This role reports to the Chief Nurse of Community Care and is responsible for independently managing a variety of administrative activities within the Community Care department and supervises Lead MSAs, Advanced MSAs, and MSAs. Responsibilities Major duties include, but are not limited to: The Supervisory MSA is responsible for overseeing the administrative aspects and preparing community care official authorizations, as well as correspondence with vendors and patients associated with pre-authorized and unauthorized care for both inpatient and outpatient episodes of community care. Assignments may include assisting with and/or delegating the following: managing appointment scheduling for all community care appointments in collaboration with Veterans and community care vendors, secure messaging, telehealth/connected care modalities, addressing scheduling challenges, utilizing the consult toolbox, and obtaining applicable reports. The Supervisory MSA orients medical staff to basic administrative policies and procedures dealing with outpatient scheduling and other administrative topics. The incumbent must ensure that work units/teams under their immediate supervision are working effectively in close collaboration with the Case Management unit to achieve a positive Veteran experience. In collaboration with the Nurse Manager, the Supervisory MSA is responsible for monitoring the Emergent Care Authorization Tool (ECAT). Incumbent is responsible for obtaining and ensuring that all clinical documentation associated with the episode of community care is attached to the patient's medical record by monitoring the Administrative Closure Report monthly to view consults closed without clinical documents and ensuring records are obtained. The Supervisory MSA is skilled in compiling readily available data from prescribed sources; knowledge of the organization to search records, files, or electronic data banks to locate information needed, and to verify information given. The Supervisory MSA utilizes computerized programs and databases to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats. The Supervisory MSA must possess knowledge of clinical processes and services to function in and interact with various clinics throughout the hospital. The Supervisory MSA must have knowledge of and the ability to apply policies and procedures associated with operational activities that affect workload data. The Supervisory MSA plays a key role in the VHA Network Performance Measures, encompassing revenue, Customer Service, Access to Care, and overall quality of healthcare delivery. The Supervisory MSA must know quality assurance/performance improvement principles and is responsible for assuring these administrative functions are carried out in the performance of their duties. The Supervisory MSA in this position may be required to conduct individual quality assurance/process improvement checks/studies. The Supervisory MSA must be knowledgeable of Joint Commission requirements specific to his or her job, such as patients' rights, emergency preparedness, information security, ethical conduct, and environment of care. The Supervisory MSA must have knowledge of clinic procedures and regulations; basic medical terminology, skills in operating computer systems, and Microsoft applications to accurately enter or extract information. The supervisory MSA makes decisions and empowers others to collaborate to resolve problems within a complex system environment. The Supervisory MSA must be able to work independently. The Supervisory MSA works in a proficient and self-directed manner to accomplish a wide variety of tasks, including setting priorities and coordinating work, delegating authority, evaluating and overseeing people and programs, achieving program goals, and adapting to changing priorities. The Supervisory MSA may be assigned or rotated to special assignments as determined by the immediate supervisor or the next higher-level supervisor. 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. Work Schedule: Monday through Friday, 07:30 to 4:00 pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized 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. 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 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 Basic Requirements: a. Citizenship. Citizen of the United States. (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.). b. 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. c. Certification. None required d. 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). e. 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 credits and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. f. Physical Requirements. See VA Directive and Handbook 5019. g. 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. Supervisory Medical Support Assistant, GS-8 Grade Determinations: 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. AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: 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. 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. Ability to provide briefings, orientations, staff development, and training in a patient support setting. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. 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: Community Care experience preferred References: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is G-8. Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. Education Educational substitute not eligible for this grade level. Additional Information The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the @context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. 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.
