Supervisory Medical Support Assistant

Supervisory Medical Support Assistant

This Supervisory Medical Support Assistant position is in the Clinical Operations, Health Administration Service at the White River Junction VA Healthcare Systems, located at the White River Junction campus. This position is full-time at 40 hours per week.

This position is located in the Health Administration Service of the White River Junction VA Healthcare Center, a Complexity Level 2, highly affiliated medical center with outpatient clinics throughout Vermont and New Hampshire. Supervisory MSAs plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility.

Major duties include but are not limited to:

• Planning, organizing and directing the work of lower graded medical support assistants.
• Establishing work priorities.
• Identifying developmental training needs of employees and arranging training when required.
• Conducting in-service on-the-job skills assessment and instruction.
• Assigning work based on requirements and resources available.
• Reviewing work produced and analyzing weekly reports to evaluate production.
• Resolving backlogs, scheduling errors, ICB Capture, EARR review and pre-registration data.
• Conducting regular staff meetings with medical support assistants.
• Communicating and updating on policy changes and new procedures.
• Serving as point of contact for resolving patient issues especially regarding appointment and scheduling concerns.
• Acting as liaison with medical support assistants, medical staff, nursing staff, and other services.
• Collecting, compiling, and tracking data and statistical information in support of several VA, VISN, and local programs.

Work Schedule: Full time, Monday - Friday 8:00 am - 4:30 pm.

Telework: Not Available.

Functional Statement #: F01629.

Relocation/Recruitment Incentives: Not Authorized.

Permanent Change of Station (PCS): Not Authorized.

Financial Disclosure Report: Not Required.

Notification: This Position is in the Excepted Service. This position is not a Bargaining Unit Position. This position is covered by a Locality Based Rate.

Veterans' preference does not apply for internal or other current permanent Federal agency employees.

Narrative responses to the knowledge, skills, and abilities (KSAs) may be required from the selectee in order to proceed with the appointment.

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.
• 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. Six months experience of clerical, office, or other 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.

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.
• Assignment: Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility for supervising at least one subordinate 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 in order 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 in order to provide reports in support of performance measures to senior management. 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.

In addition to meeting the experience, 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.

Reference: VA HANDBOOK 5005/53 PART II APPENDIX G45. 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: No Physical Requirements.

Education IMPORTANT: A transcript must be submitted with your application if you are basing all or part of your qualifications on 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 or 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.
• 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