Summary The Supervisory Medical Support Assistant (MSA) plans and directs programs at the medical center and has full supervisory responsibility. This position serves as the Outpatient Supervisory MSA under Health Administration Service. This announcement can be used to fill multiple vacancies as they become available. Responsibilities Duties for this position include but are not limited to: The Supervisory MSA plans and directs programs at medical centers and/or satellite outpatient clinics and has full supervisory responsibility. Assigns and evaluates work of subordinate staff, resolves complex problems, evaluates new products, equipment and systems, identifies educational needs, makes recommendations for hiring selections, evaluates performance, takes disciplinary action as necessary. Works collaboratively in an interdisciplinary coordinated care delivery model and performs all related duties. Supervises customer service and other MSA duties assigned for proper and timely treatment of patients, time and accurate completion of reports and tasks, assures appointment schedules are maintained by MSA staff, assist with clinic access contingency plans. Supports patient safety standards using the correct Veterans Affairs Identification of all patients through the use of the two forms of identification, name and full social security number. Assures MSA explains the VAs mandate to collect insurance information to veterans, their families, and other eligible patients. Assures positive front line contact with patients and staff by setting the tone for perception concerning quality of healthcare at the VA. When records are received will ensure that all necessary health/administrative information are integrated into computerized patient record system (CPRS). Screen/receives phone calls in a courteous and timely manner. Train staff on requirements of VHA Scheduling Directives and complete accurate scheduling responsibilities: a) schedule appointments and utilize the electronic wait list accurately in a timely manner b) notifies his/her supervisor when clinic access is less than desirable or if an individual patient cannot be scheduled within mandated timeframes c) daily review of active/pending consults. Participate in daily team huddles and weekly team meetings. Independently manage position responsibilities with little supervision as well as set priorities and deadlines. May also assist in the Beneficiary Travel Program and Health Benefits Unit and other duties within the clinic. Work Schedule: Monday - Friday 08:00am - 04:30pm Compressed/Flexible: Not available Telework: Not Authorized Virtual: Not Authorized Financial Disclosure Report: Not required Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. 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 probationary period. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. 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. Physical Requirements: See VA Directive and Handbook 5019 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 (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 MSA GS-7: Applicants must have, 1-year of experience equivalent to the GS-6 grade level (leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient or interdisciplinary setting) NOTE: Your resume must clearly outline your supervisory/leadership duties Candidates must also demonstrate (all of) the KSAs below: 1. Ability to provide the full range of administrative and supervisory duties [in a patient support setting,] which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements]. 2. 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. 3. Ability to provide briefings, orientations, staff development, and [training related to administrative functions in a patient support setting]. 4. Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities. References: VA Handbook 5005/117, Part II, Appendix G45The full performance level of this vacancy is GS-5. The actual grade at which an applicant may be selected for this vacancy is in the GS-7. Physical Requirements: Duties require extensive periods of standing and walking. Working with patients requires regular and recurring bending, lifting, stooping, stretching and similar activities. Note: A full year of work is considered to be 35-40 hours of work per week. Part-time experience will be credited on the basis of time actually spent in appropriate activities. Applicants wishing to receive credit for such experience must indicate clearly the nature of their duties and responsibilities in each position and the number of hours a week spent in such employment. 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. Such credit must be requested and approved prior to the appointment date and is not guaranteed. 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. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. 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.