Supervisory medical support assistant

Summary

The Supervisory Medical Support Assistant (MSA) works within the VISN Clinical Contact Center (CCC) as part of an interprofessional healthcare team. The Supervisory MSA provides support across multiple ancillaries and interprofessional clinics and determines the needs of the Veteran/caregiver. The Supervisory MSA plays an integral role in achieving first contact resolution through Veteran-centered delivery of care.

Duties

The Supervisory Medical Support Assistant is responsible for supervision and oversite of a Lead Medical Support Assistant and/or Supervisory Medical Support Assistant and all Advanced Medical Support Assistant staff assigned within their unit. The Supervisory has responsibility as a hiring official responsible for recruitment, selection, and onboarding of subordinate employees. The incumbent is responsible for continual performance assessment, training, and monitoring of program measures. Duties 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.
• Working collaboratively with VISN programs, services, and interprofessional coordinated care team members to provide access to care and meet the needs of Veterans via various available contact modalities to include but not limited to telephone calls, secure messaging, chat, text messaging, and video.
• 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.
• Provides information and resolution to Veterans' requests within scope, uses administrative judgement to escalate symptomatic concerns.
• Uses advanced knowledge of health care process as it relates to access of care to ensure Veteran appointment scheduling is efficient, operational and prioritized to maintain Veteran flow and clinic readiness.
• Utilizes various software, hardware system products, and data portals to transfer and capture information electronically for the support of the daily operation of the unit.
• Provides accurate details of organizational information to Veterans regarding the different services the VA offers.
• Provides high-quality customer service to Veterans and their families/caregivers.
• Communicates tactfully and effectively to customers.
• Resolves Veteran complaints as appropriate.
• Performs duties as assigned to ensure efficient and effective operations.

Work Schedule

Various for 24/7 call center. Tours will be discussed during interviews.

Remote

This is a remote position.

Functional Statement #

Supervisory Medical Support Assistant/PD1006FA

Relocation/Recruitment Incentives

Not authorized.

Permanent Change of Station (PCS)

Not authorized.

Financial Disclosure Report

Not required.

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 (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents).
• 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

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. None.
• Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.
• Licensure/Certification/Registration. None.
• NOTE: This provision is not intended to regularize appointments/placements.
• Foreign Education. To be creditable, education completed outside the U.S. must be deemed at least equivalent to that gained in a conventional U.S. program by a private organization specializing in the interpretation of foreign educational credentials.
• English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

GRADE DETERMINATIONS

In addition to the basic requirements for employment, candidates must meet the following grade-determining criteria for placement at grade levels specified. Supervisory Medical Support Assistant, GS-08:

• (1) Experience. One year of creditable experience equivalent to the next lower grade.
• (2) Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs:
• Ability to provide the full range of administrative and supervisor 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 recommendations of awards and/or advancement.
• 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 prove 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 VISN CCC. This includes independently utilizing reference sources, decision making and empowering the team to collaborate and resolve problems within a complex systems environment.

The full performance level of this vacancy is GS-08. The actual grade at which an applicant may be selected for this vacancy is GS-08.

Preferred Experience

Leader or Supervisor of a Team or unit 6 months to 1 year, able to work independently.

Reference

For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/.

Physical Requirements

The work is primarily sedentary with prolonged periods of sitting. The work requires use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability. See VA Directive and Handbook 5019.

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

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement.

To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments.

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

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 this Job Opportunity Announcement.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution. A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new window Learn more about federal benefits. Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.