Summary The Supervisory MSA (Scheduling Supervisor) at this level plans and directs programs at a medical center and/or satellite outpatient clinic, or offsite location and is delegated full supervisory responsibility. The Supervisory MSA is delegated full administrative responsibility for planning and directing the MSA's activities under the following sections in Health Administration Service (HAS) - including but not limited to, Mental Health, Medicine, MSA Float Pool, Call Center, etc. Responsibilities Supervision. Carries out a full range of administrative and supervisory duties, to include assignment of work, performance evaluations, selection of staff, and recommendations for awards and advancements. Organizes work, sets priorities, and delegates tasks and responsibilities in order to meet deadlines. Communicates skillfully with individuals in order to obtain the desired effect, while ensuring compliance with established policies and regulations. Manages staffing requirements, manages priorities, and coordinates work in order to complete duties in an accurate and timely manner. Follows up on pending issues while demonstrating an understanding of the impact of work not completed. Provides briefings, orientations, staff development, and training. Resource Management. Manages fiscal matters, forecasts resource and equipment needs, and identifies budgetary needs. Demonstrates Courtesy and Professionalism. Shows courtesy, respect, and a positive attitude toward patients, co-workers, subordinate staff, and the public. Demonstrates ability to collaborate, communicate, set priorities, and organize work in order to meet deadlines and to ensure compliance with established processes, policies, and regulations. Identifies Customers' Concerns. Applies discernment and sensitivity when performing tasks required to resolve issues accurately and timely. Facilitates any necessary follow-up so as to ensure satisfactory resolution. Communicates tactfully and effectively, both orally and in writing, in order to meet program objectives. Demonstrates advanced knowledge of technical health care processes as they relate to patients' access to care. Collaborates, communicates, and demonstrates customer service and interpersonal skills with all healthcare professionals in order to ensure quality and continuity of care and as well, to ensure compliance with established policies and regulations. Advanced Clinical Support. Demonstrates advanced knowledge of managing a clinic and authoritatively utilizes various reference sources. Makes decisions and empowers others to collaborate in order to resolve problems within a complex systems environment. Applies authoritative knowledge of policies and procedures associated with operational activities that affect patient flow, patient care, and the revenue process. Operates Computerized Programs. Utilizes computerized programs and databases in order to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, authorization systems, and/or reporting formats. Maintains patient confidentiality with written and verbal information, per HIPAA requirements. This may include preparing reports in various formats and presenting data to various organizational levels. Applies Knowledge of Medical Terminology. Demonstrates advanced knowledge of medical terminology due to the technical nature of language utilized by clinicians in order to be able to communicate effectively with both professional and non-professional employees in a variety of occupations and at various levels of responsibility. Employee Education. Complies with Employee Education requirements by completing mandatory annual assignments through the TMS and complies with any other training or education requirements as determined by the supervisor. Other assignments. Include, but are not limited to: participating and providing input in problem solving on operational issues or procedures in team meetings; performing administrative follow-up actions; participating in and independently following up on team huddles by sharing information and collaborating with clinical staff to assure continuity of care; monitoring encounter activity to ensure timeliness standards are met for billing and workload capture. Work Schedule: Monday - Friday, Dayshift Financial Disclosure Report: Not required Virtual: This is not a virtual position. Telework: No Functional Statement #:91467-A Permanent Change of Station (PCS): Not Authorized Financial Disclosure Report: Not required Recruitment Incentive: 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 probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Must pass pre-employment physical evaluation. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). 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 identification cards that are not REAL ID complaint cannot be utilized as an acceptable form of identification for employment. As a condition of employment for accepting this position, you will be required to serve a 1-year probationary period (OR INSERT "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 probationary period (OR INSERT "trial period"), your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications Basic Requirements: Education and 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 one year above high school; OR equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable Certification: None required. Physical Requirements: Outlined below Grade Determinations: To qualify for the GS-8 grade level, you must have one year of experience equivalent to the GS-7 grade level leading or supervising MSAs or equivalent administrative patient support in a non-VA medical inpatient, outpatient, or interdisciplinary setting. In addition, candidates must demonstrate, in their resume, all of the Knowledge, Skills & Abilities (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. References: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: The duties of the position require periods of sitting, standing and walking. Some stressful situations may occur when communicating with patients and their families who may have multiple physical, mental and psychosocial problems and needs. There may be occasional visits to on and off-site VA nursing homes and clinics for patient and staff education regarding scheduling. Incumbent must communicate effectively to individuals as well as in a group setting. Education There is no educational substitute for this grade level. 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. 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. VA Healthcare System Serving Ohio, Indiana and Michigan (VISN 10) 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. 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.
