Summary The incumbent is responsible for ensuring Veterans are scheduled in the Community within the National requirements guidelines . The incumbent serves as a Advanced Medical Support Assistant (AMSA) Supervisor on the Automatic Call Distribution (ACD) Line within Community Care, providing level guidance to the front-line staff working the ACD Line. Responsibilities The Supervisory Medical Support Assistant (MSA) plans and coordinates the orientation and training of all new employees as required by hospital policy. They provide and direct continuous on the job training, cress training, and required annual training of all employees under his/her supervision. Facilitates administrative aspects of access to care, advanced clinic access, appointment and electronic waiting list management (VC.EWL), consult authorizations and related aspects of health benefits administration for his/her Unit in the Patient Scheduling Section. Duties also include, but are not limited to the following: Provides direct oversight, leadership, and technical direction to Medical Support Assistants (MSA) and Advanced Medical Support Assistants (AMSA) within the Health Administration Service (HAS). Ensures efficient administrative and clerical support for patient care activities, oversee scheduling and consult management functions, and serves as a key liaison between clinical staff, administrative leadership, and Veterans. Responsible for workload distribution, workflow coordination, training, performance evaluation assistance, and compliance with regulatory requirements, policy, and productivity standards. The incumbent demonstrates expert knowledge of VA systems, scheduling processes, access metrics, consult/encounter workflows, and revenue-generating functions related to insurance capture and eligibility. Responsible for monitoring clinic utilization, ensuring access to care, reducing scheduling barriers, and promoting a Veteran-centric service culture. Has daily communication and face-to-face interactions with Veterans, supervisors, family members, internal customers within CAVHCS, VISN 7, and affiliates via telephone conversations and digital communications such as secure messaging, instant messaging, and emails. Responsible 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. Work Schedule: Monday- Friday, 7:30am - 4:00pm (Work Schedule is subject to change based on agency need). Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 63092F 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 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: You must have a high school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials. Grade Determinations: GS-8 Experience Requirement: In addition to meeting the basic requirements, to qualify for the GS-8, you must possess a minimum of one year of experience equivalent to the [GS-7] grade level, AND Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below: 1. Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and 13 empowering the team to collaborate and resolve problems within a complex systems environment. 2. 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. 3. 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. 4. Ability to provide briefings, orientations, staff development, and training in a patient support setting. 5. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. Preferred Experience: Community Care and Supervisory Experience Preferred. Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Physical Requirements: Work is performed in an office setting in an area that is adequately lighted, heated and air conditioned. The normal risks and discomforts typical of an office and clerical work area are included. There are no unusual risks or safety hazards associated with this position. The incumbent works with a computer screen and keyboard. Some physical effort such as standing, walking, bending or prolonged sitting may be required. The incumbent may be exposed to walking to outlying areas. The work places no special physical demands on the employee. 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 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.
