Summary The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor to two GS-07 leads and all Medical Support Assistant Advanced (AMSA) staff in Primary Care Clinics (inclusive of New Veterans Services clinic formerly known as OEF/OIF) and is a foundational role within Primary Care Service. Responsibilities Duties listed below are not limited to: Plan and direct programs at medical center cand/or satellite outpatient clinics with full supervisory responsibility. Assign and evaluate the work of subordinate staff. Resolves complex problems to ensure patient services are met. Evaluate new products, equipment, and systems to recommend improvements for operations. Identify educational or training needs of staff. Make final decisions on selections, evaluates performance, and takes disciplinary action as necessary. Exercise full administrative and professional responsibility for planning and directing Advanced Medical Support Assistant (AMSA) activities. Extract and analyze data to provide performance measure reports to senior management. Manage medical center primary care clinic grids, clinic cancellations, clinic letters, and clinic scheduling needs in collaboration with the Primary Care Administrative Officer. Assist with clinic contingency plans by adjusting appointment times, locations, or dates as well as shift patients to other healthcare providers as conflict with staffing and/or coverage occurs. Support patient safety standards using the correct Veterans Affairs identification of all patients. Ensure that all necessary health/administrative information are integrated into the Computerized Patient Record System (CPRS). Screen/receive phone calls in a courteous and timely manner. Train staff on the requirements of VHA Scheduling Directives. Participate in the PACT daily team huddles and weekly team meetings where patient care planning and management occur. Independently manages position 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. Work Schedule: Monday - Friday, 8:00am-4:30pm Telework: Not available Virtual: This is not a virtual position. Functional Statement #: 916930 Relocation/Recruitment Incentives: 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. Must pass pre-employment physical examination. 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: Must be proficient. Experience/Education/Combination: 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 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-08 Experience. One year of creditable experience equivalent to the next lower grade. Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs: Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and to empowering the team to collaborate and resolve problems within a complex systems environment. 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 in a patient support setting. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. 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). Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. The full performance level of this vacancy is a GS-08. Physical Requirements: The work is primarily sedentary, although some light physical effort may be required. Typically, the employee may sit comfortably to do the work. However; there may be some walking, standing, bending, and carrying of light items like paper and books. No special physical demands are required to perform the work. Education If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants may be required to provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official) 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 Receiving Service Credit for 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.
