Supervisory Medical Support Assistant

The Supervisory Medical Support Assistant position is located at Audie L. Murphy VAMC in San Antonio, Texas within Health Administration Service (HAS). The Supervisory Medical Support Assistant (MSA) for Inpatient oversees administrative support operations that directly impact patient flow, bed management, and coordination of inpatient care.

Duties may include but are not limited to:

• Makes work assignments, set, or negotiate deadlines, and designate completion dates.
• Develops work schedules for employees to support workload.
• Evaluates work performance and completes performance appraisals and disciplinary actions for all employees assigned to section.
• Performs administrative and personnel management functions for staff supervised.
• Establishes and clearly communicates performance plans and expectations to staff.
• Provides informal feedback and periodically reviews employee performance.
• Responsible for data collection and validation.
• Serves as Customer Service Ambassador, working with staff to ensure that patients receive optimal care and service.
• Is the Environmental Management Department (EMD) liaison for the clinics he/she supports and will put in work orders as needed.
• Monitors timely documentation of no-shows and cancellations and scheduling for recall appointments.

Work Schedule: Monday-Friday, 7:30a.m. to 4:00p.m. or 8:00a.m. to 4:30p.m. will occasionally have to cover nights, weekends, and holidays
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 54407-F
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

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.
Grandfathering Provision. 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).
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.
Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements.
English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f).

Grade Determinations:
Supervisory Medical Support Assistant, GS-07.
Experience. One year of creditable experience equivalent to the next lower grade.
Knowledge, Skills, and Abilities (KSAs). In addition to the experience above, the candidate must demonstrate the following KSAs:
(a) 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.
(b) 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.
(c) Ability to provide briefings, orientations, staff development, and training related to administrative functions in a patient support setting.
(d) Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities.

Preferred Experience:
-1 Year work experience scheduling medical appointments
-1 Year auditing appointments
-Experience training and orienting Medical Support Assistants
-1 Year experience performing competency assessments on schedulers
-Experience collaborating with clinical staff
-Experience resolving customer/patient complaints

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-07.

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

NOTE: If your school has changed names, or is no longer in existence, you must provide this information in your application.

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/.

• 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.
• Pre-Employment/Post-Employment Physical Examination: May be required, depending on the needs of the organization

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. In determining if your employment advances the public interest, we may consider:

• your performance and conduct;
• the needs and interests of the agency;
• whether your continued employment would advance organizational goals of the agency or the Government; and
• whether your continued employment would advance the efficiency of the Federal service.

Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.