The Supervisory Medical Support Assistant (MSA) position serves as the direct line supervisor for MSA staff assigned to their respective sections and has a foundational role within the VHA Patient Aligned Care Team(s) and/or Specialty Care Interdisciplinary Teams.
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. 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: Supervisory Medical Support Assistant 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. Assignment. Supervisory MSAs at this level plan and direct programs at medical centers and/or satellite outpatient clinics. They have full responsibility 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. Assignments at this level include, but are not limited to: 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 hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor, and MSA's activities. Responsible for extracting and analyzing data to provide reports to senior management in support of tracking measures. 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. Demonstrated Knowledge, Skills, and abilities. Candidates must demonstrate all of the KSAs below: i. 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. ii. 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. iii. Ability to provide briefings, orientations, staff development, and training in a patient support setting. iv. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. v. 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. Preferred Experience: Previous supervisory experience Previous experience resolving complex issues concerning: patients, co-workers, visitors One year of experience conducting briefings, orientations, staff development, and training Experience conducting performance evaluations for subordinates Previous Lead MSA, Advanced MSA, MSA experience Experience working closely with senior management 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-08. Physical Requirements: The work is sedentary. Some work may require movement between offices, hospitals, warehouses, and similar areas for meetings and to conduct work. Work may also require walking/standing, in conjunctions with travel to and attendance at meetings and/or conferences away from the work site. Incumbent may carry and lift light items weighing less than 15 pounds.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Duties include but are not limited to: Plans and directs programs at medical centers and/or satellite outpatient clinics and has full supervisory responsibility Assigns and evaluates the work of subordinate stuff Resolves complex problems to ensure patient services are met Evaluates new products, equipment, and systems in order to make recommendations for improved operations Identifies educational or training needs Possess full administrative and professional responsibility for planning and directing the MSA's activities Extracts and analyzes data in order to provide reports in support of performance measures to senior management Work collaboratively in an interdisciplinary coordinated care delivery model and performs all related duties; customer service and other duties as assigned for the proper and timely treatment of patients and assure appointment schedules are maintained by MSA staff for one or more outpatient clinics Assists with clinic access contingency plans by adjusting appointment times, locations, or dates as well as shift patients to other health care providers as conflict with staffing and/or coverage occurs Assists other management staff with performance measures, suspense items and deadline responsibilities Consults with Human Resources on Labor Relations, employee issues and vacancies Assures front line contact with patients and staff by setting the tone for perception concerning quality of health care services at the VA Must be able to train staff on the requirement of scheduling directives Schedules appointments when requested by patients or staff Assembles and summarizes data, background information, and other materials Answers questions and effectively communicates concerning policies and procedures related to support/office services and new projects, requests, and shifts in priorities and commitments Responsible for preparing performance appraisal plans, competencies, reports, and participating in folder audits A high degree of tact and diplomacy is required when dealing with veterans and their families and caregivers Work Schedule: Monday - Friday, 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 #: 53496-F Permanent Change of Station (PCS): Not Authorized