Supervisory Medical Support Assistant

Supervisory Medical Support Assistant

The incumbent serves as a Supervisory Medical Support Assistant in Community Care "CITC". Duties may coincide with the duties performed by the Community Care and/or Referral Coordination Supervisory, Medical Support Assistant series. Duties are performed in Care in the Community/Community Care consult team setting, department Call Center, or a Specialty Care setting involved in a RCI Model. This position is located offsite on Phelan Avenue in Memphis, TN.

Supervisory MSAs at this level plan and direct programs at community medical centers, clinics, homebased programs and/or satellite outpatient clinics and have full supervisory responsibility for supervising at least one subordinate MSA team leader or supervisor. Assignments at this level include but are not limited to:

• Assigning and 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 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. Responsible for extracting and analyzing data to provide reports in support of performance measures to senior management Schedule appointments and utilize CTM, CTB, HSRM, EPSI, ISS, REFDOC and or PPMS accurately to coordinate care in a timely manner. All appointments will be made with the patient's input, by phone and Scheduling Preferences module in CTB. This may require a high level of coordination to avoid patients having to make multiple trips to the medical center or various community providers whenever possible.

Notifies his/her supervisor when clinic or community access is less than desirable or if an individual patient cannot be scheduled within mandated clinic or community provider timeframes.

Daily review of active and or scheduled status consults, proper documentation, CTB usage and for accuracy and disposition.

The Supervisory MSA is also required to provide training when deemed needed to the MSA.

Work Schedule: Monday - Friday 8:00am - 4:30pm

Telework: Ad-hoc may be authorized at Supervisor's discretion

Functional Statement #: 50999-F

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. You may be required to serve a trial period. 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. 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).

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 Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j.
• 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.

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-8

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. Examples of specialized experience includes, but not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.

AND 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 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.
• 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.

NOTE: You must provide detailed information of your experience performed. Information such as "I was a Medical Support Assistant" is insufficient to determine your qualifications. Experience must be fully documented on your resume and must include job title, duties, month and year start/end dates AND hour worked per week.

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-8.

Physical Requirements: Operate a computer terminal and be able to manage multiple activities at one time. Work is generally sedentary; however, there may be some walking, standing, bending, and carrying of light items.

Work Environment: The work may be stressful due to the accelerated pace for several hours at a time during peak hours or on days that have a large volume of activity.

Education

There is no substitution of education for experience at this grade level.

Additional Information

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.