Summary The incumbent is an integral part of a large Physical Medicine and Rehabilitation (PM&R) and Neurology Department within the Minneapolis VAHCS. The incumbent serves as a Supervisory Medical Support Assistant in the Rehabilitation and Extended Care service line. S/he works at the U.S. Department of Veterans Affairs (VA) Health Care Center, Minneapolis, MN. Responsibilities Major Duties: Performs the administrative and personnel management functions relative to staff supervised including management of leave and unplanned staffing shortages, interviews candidates, performance evaluations, awards, promotions or reassignments. Plans, distributes and balances workload among employees in accordance with priorities, and established workflow. Adjusts and adapts to changing priorities. Assures timely accomplishment of the workload. Performs a variety of administrative functions including management of day-to-day operations, assuring coverage of all areas of responsibility, conducting ongoing reviews to ensure quality of work, ensuring timely & accurate scheduling of appointments, providing guidance to staff members to include policies and procedures, distributing and balancing workload, fielding and resolving customer complaints. Refers more serious unresolved complaints to a higher-level supervisor. Work requires the ability to apply numerous regulations and guidelines pertaining to administrative/clerical support functions, and organizational operating procedures. Observes workers' performance and conducts regular work performance evaluations/audits. Ensures all required standards are met and amends or rejects work not meeting established standards. Provides advice, counsel, or instruction to employees on both work and administrative matters. Hears and resolves complaints from employees. Refers group grievances and more serious unresolved complaints to a higher-level supervisor. Effects minor disciplinary measures such as warnings or reprimands, recommending other action in more serious cases. Maintains records and statistical data as requested for the purpose of workload and/or efficiency reports. Collects and compiles information as needed to carry out the work of the clinic, department or service line. Manages clinic appointments using established business rules including but not limited to consultations, scheduling, electronic wait lists, recall reminder, encounter action required reports, insurance capture, AudioCare and missed opportunities. Conducts routine audits as related to appointment scheduling and consult management. Creates and implements ways to eliminate or reduce significant bottlenecks and barriers to efficiencies. Insures proper level of supplies and equipment by sharing in the inventory and ordering process. Is aware of safety concerns, regulations, policies and procedures, and employs appropriate safety practices. Shares in the responsibility for clinic safety and maintenance including the environment of care and reusable medical equipment. Orients/Instructs staff in administrative policies and procedures related to appointment scheduling, consult management, and other clinic/program administrative topics. Identifies training needs of employees. Instructs employees in specific tasks and job techniques. Makes available reference materials and written instructions required for the tasks. Develops competencies and other training tools as needed. Is aware of safety concerns, regulations, policies and procedures, and employs appropriate safety practices. Shares in the responsibility for clinic safety and maintenance including the environment of care and reusable medical equipment. Coordinates with internal/external sources as applicable and ensure administrative and logistical support. Works with clinical operations team to implement and maintain operating procedures to ensure smooth operation of outpatient clinics. Work Schedule: Monday-Friday 7:30am-4:00pm Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: No Authorized EDRP Authorized: Not Available Permanent Change of Station (PCS): Not Authorized PCS Appraised Value Offer (AVO): 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 identification 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 Basic Requirements: Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a). Experience. No experience required. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration. None Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). 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-7: (a) Experience: One year of experience equivalent to the GS-6 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 plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate MSA staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved clinic operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the KSAs below: Ability to provide the full range of administrative and supervisory duties 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 related to administrative functions in a patient support setting. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is 7. 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 Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. 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. 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.
