Summary Supervisory Medical Support Assistant (SMSA) at this level plan and direct programs at medical centers and/or Community Based Outpatient Clinics (CBOC). They have full responsibility for supervising at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff in a VA medical inpatient, outpatient, or interdisciplinary setting. Responsibilities VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo The incumbent has administrative and professional responsibility for planning and directing the subordinate lead, supervisor and MSA activities. Incumbent is responsible for extracting and analyzing data to provide reports to senior leaders. Incumbent is to review reports, track performance measures and develop action plans for improvement when not meeting target measure for their areas of oversight. The Incumbent will/may work collaboratively in an interdisciplinary coordinated care delivery model (i.e., PACT, and Specialty and Call Center) for Primary Care Clinics and Specialty Clinics and performs all related duties, customer service and other duties assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics. The incumbent(s) must be conscientious regarding the confidentiality of the variety of material that will be handled. Incumbent(s) must possess knowledge of clinic processes and services to function in and interact with various clinics throughout the hospital. Employee must have knowledge of and ability to apply policies and procedures associated with operational activities that affect workload data. The incumbent(s) is responsible for assuring accurate appointment management and the coordination of all administrative information between the professional staff and the patient. The incumbent must demonstrate technical competency in the use of the VistA and CPRS systems. Incumbent must have knowledge of quality assurance/performance improvement principles and is responsible for assuring these administrative functions are carried out in the performance of their duties. The incumbent assists staff with a variety of clerical duties in one or more outpatient clinics that provide a variety of medical services. Employee performs a variety of supervisory administrative functions associated with patient care and treatment in one of several clinics performing a variety of medical services. Incumbent will have staff meetings with minutes from these minutes with documented sign in sheets and will have daily huddles with staff. Assures front line contact with patients and staff by setting the tone for perception concerning quality of healthcare services at the VA. Incumbent(s) must be able to train staff on the requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: All appointments will be made with the patient's input, either in person or by phone. This may require a high level of coordination to avoid patients having to make multipletrips to the medical center or clinic whenever possible. Appropriate scheduling attempts will be made and documented in CPRS. Notifies Section Chief when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated clinic timeframes. Daily review of active/pending consults, Return to Clinic Orders, Recall list and VA Online Scheduling (VAOS) communications for accuracy and disposition. Ensures timely and accurate Scheduling Practices as demonstrated via the Scheduling Audit Tool, Scheduling Trigger Tool, and Consult Triggering Tool. Communicates scheduling audits to employee monthly. Ensure consult management principles are applied to meet appropriate/timely consult closure Ensure clinic phones are answered in a timely manner. Ensures the RTC are scheduled according VHA Directives. The Incumbent works independently to manage responsibilities with little supervision as well as set priorities and deadlines adjusting the flow and sequencing of the work to meet team and patient needs. The Incumbent is responsible for the training of all staff assigned and this involves working with the HAS Trainers and peers to facilitate training as needed. The Incumbent may also be asked to assist to cover other sections during periods of leave, in those areas. Other duties as assigned. Work Schedule: Monday - Friday, 7:30am - 4:00pm (Subject to change based upon the needs of the agency.) Compressed/Flexible: Not Authorized Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 0000 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 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. English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Policy. 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: High School Diploma with desire for some post high school education or equivalent experience; OR, 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). In addition to the basic requirements above, all applicants must also meet the following grade requirement for a Supervisory Medical Support Assistant, GS-0679-8. Experience: In addition to the basic requirements, candidates must possess one year of experience equivalent to the GS-07 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" 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. 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. 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-08. The actual grade at which an applicant may be selected for this vacancy is a GS-08. Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability. Education There is no educational substitution. Additional Information 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.
