Supervisory Medical Support Assistant

Supervisory Medical Support Assistant

The Supervisory Medical Support Assistant is a highly specialized position and performs multiple duties. The incumbent collaborates with various Service Chiefs and Supervisors across the health care system and interfaces with VA and Community providers, hospitals, diagnostic and treating facilities, and community-based programs. The 2-page resume requirement does not apply to this occupational series. For more information, refer to Required Documents below.

Responsibilities include:

• Initiating personnel actions, maintaining personnel related records, establishing performance standards and competencies, completing performance ratings, writing position descriptions and functional statements, and handling all matters related to counseling, disciplinary action, grievances, etc.
• Approving and certifying timecards and managing overtime and tours of duty
• Assigning and evaluating work to subordinate staff (consults, notifications, authorizations, uploads, etc.)
• Evaluating and managing customer service and the telephone, secure messaging, and other communication systems within the Office of Community Care
• Resolving workplace issues and maintaining efficient workflow
• Overseeing staff orientation and on-the-job training and development of SOPs
• Performing all HR/personnel actions for their subordinate positions
• Serving as a knowledge reference
• Identifying and participating in performance improvement/systems redesign projects
• Serving as a representative to Veterans and the public on matters related to the STVHCS Office of Community Care
• Assigning and evaluating the work of subordinate staff; resolving complex issues to ensure patient services are met; identifying educational or training needs of subordinate staff and full supervisory responsibility for supervising at least one Lead MSA and multiple Advance Medical Support Assistants
• Developing or updating procedures, policies, or standards
• Developing an ongoing customer service program with emphasis on the first impression, interacting with patients, developing trust and setting the tone for the patient experience
• Consulting with managers or other personnel to resolve problems in areas such as performance, staffing, or work schedules
• Extracting and analyzing data to provide reports in support of performance measures to Chief, PAS
• Creating reports to identify the timeliness of referral processing and initial appointments and developing a quality of care monitoring program
• Initiating all requests for personnel action, performance appraisals, certification of time, interviews applicants and makes recommendations to the Chief, PAS for the selection
• Responsible for developing and maintaining all administrative records for employees under their supervision, to include labor mapping and cost center assignments, personnel actions and records, FTE rosters, and emergency preparedness plans and recall rosters
• Handling all employee-labor relations issues and meets with Union as necessary to ensure a positive and productive relationship
• Notifying and advising the Chief, PAS of all administrative issues and concerns within the Office of Community Care
• Preparing reports and participating in the annual business planning process to determine resources, tools, and equipment necessary to function efficiently and effectively
• Managing fiscal matters, forecast needs, and identify budget requirements
• Utilizing computerized programs and databases to enter, modify, and retrieve sensitive information and various data into or from electronic medical records, scheduling systems, and/or reporting formats
• Leading and participating in staff meetings and huddles and other team meetings to manage and plan patient care; setting priorities and deadlines, adjusting work flow and sequencing of the work to meet team and patient and unit needs

Work Schedule: 7:30am - 4:00pm OR 8:00am - 4:30pm

Recruitment Incentive (Sign-on Bonus): Not Authorized

Permanent Change of Station (Relocation Assistance): Not Authorized

Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade).

Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year)

Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience.

Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child.

Child Care Subsidy: After 60 days of employment, full-time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66.

Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA

Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement)

Telework: Not Available

Virtual: This is not a virtual position.

Functional Statement #: 000000

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.
• 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.

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.
• Experience and Education. 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. One year above high school; OR, Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
• Certification. None required.
• English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
• 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:

• GS-08 Experience. One year of experience equivalent to the GS-7 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
• Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the 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