Supervisory Medical Support Assistant-Extended Care & Rehabilitation

This position is in the Rehabilitation & Extended Care Service (REC) Line at the St. Cloud VA Health Care System and is the first administrative point-of-contact for patients and family members. The MSA position involves technical work concerned with the day to- day administrative functions within the Community Living Center (CLC). The position providers administrative support to clinical staff members and patients.

Functions or Scope of Assigned Duties:
The Supervisory MSA is responsible for monitoring and creating work assignments,
completing performance appraisals, resolving daily workplace issues, and maintains efficient workflow. Assignments at this level include, but are not limited to: assuring coverage of all areas of responsibility; conducting ongoing reviews to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing guidance to staff members to include changes in policies and procedures; distributing and balancing workload; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring all training requirements are met; organizing the work structure of his/her assigned areas; and acting as liaison between MSA and staff in order to resolve day-to-day conflicts.

Specific Functions:
The incumbent uses VistA and CPRS computer system daily, including the keyboard and printer. The incumbent answers questions and provides information and daily activities.

Receives and responds to unclear inquiries concerning a variety of medical, personnel, and administrative matters. Determines general nature of inquiry and independently responds to all administrative questions. Recognizes and refers urgent inquiries to professional staff for immediate action.

Reviews medical records of inpatients to ensure that requested appointments are made for the professional staff and diagnostic services.

Incumbent will update and/or utilize the Bed Management System to accurately identify inpatients and assigned bed status.

Processes all health care providers ordered accurately. Seeks clarification of orders when appropriate.

Incumbent will update and/or utilize the Bed Management System to accurately identify inpatients and assigned bed status.

Processes all health care providers' orders accurately. Seeks clarification of orders when appropriate.

Promptly and accurately initiates and checks on status of referrals, lab and x-ray procedures; completing required forms with appropriate patient identification.

Make numerous calls each day to coordinate information and actions relating to patient are and services. Relays information and requests from the patients to the treatment team and within the treatment team. Ensure that escort services and transportation are properly arranged. Pages and locates clinical staff for patient services and consultation.

Accurately and timely performs clerical work in support of the care and treatment given to patients such as receiving patients or maintaining patient files.

Performs clerical level work to procure supplies and services to meet the procurement requirements of the unit or department.

Processes incoming and outgoing materials such as correspondence, reports, memoranda, and other forms of written communication. Performs the following types of duties: edits letters, composes letters and reports, reviews correspondence for accuracy and completeness, transcribes meeting minutes, and replies to inquiries.

Provides guidance to staff members to include changes in policies and procedures, distributing and balancing of workload, creating and maintaining employee work schedules, orienting and providing on-the-job training for new and current employees, ensuring all training requirements are met, organizing the work structure of assigned areas, and acting as liaison between MSA and staff in order to resolve day-to--day conflicts.

Assists in mentoring students or training new or less experienced employees.

Work Schedule: Monday-Friday 7:30am-4pm
Telework: Not Available
Virtual: This is not a virtual position.
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

Basic Requirements:

• Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a).
• 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
• Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for 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).

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-7

In addition to meeting the Basic Requirements outlined above, candidates must possess the required specialized experience and be able to demonstrate all Knowledge, Skills and Abilities (KSAs) as summarized below.GS-6: One year of experience equivalent to the GS-6 grade level, Examples of experience may include:

• Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines.
• Skill in communicating with individuals to obtain the desired effect, ensuring compliance with established policies and regulations.
• Ability to provide staff development and training.
• Ability to manage staffing requirements, manage priorities, and coordinate with staff in the unit in order to complete duties in an accurate and timely manner. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work.
• Ability to review and monitor data to ensure all reports are complete and accurate.

AND

Candidates must demonstrate ALL of the GS-7 KSAs below:

• 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.
• 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 related to administrative functions in a patient support setting.
• Ability to delegate authority, evaluate and oversee people and programs, accomplish program goals, and adapt to changing priorities.

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.

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-7.

Physical Requirements: The work is primarily sedentary, however, there may be some walking, standing, bending and transporting items under 20 pounds. Works extensively in the hospital computer system.

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 dentification 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. 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.