Supervisory Medical Support Assistant

The Supervisory Medical Support Assistant (MSA) serves as the operational leader for the full range of outpatient scheduling programs in the Legacy VA Sierra Pacific Network (VISN 21) Specialty Care Clinical Resource Hub (Specialty CRH) located in the VA Palo Alto HealthCare System. VAPAHCS uses a group practice concept that combines managed care and primary care treatment models.

The Supervisory MSA works closely with other members of the health care team and has supervisory responsibility for technical and administrative direction of a staff mix including GS-7 Lead MSAs and GS-6 AMSAs. Through effective communication, the Supervisory MSA is responsible for guiding, assisting, and counseling staff in the performance of day-to-day duties to ensure program operations are carried out smoothly and efficiently. In addition to the duties outlined above, leadership may assign the Supervisory MSA other related tasks and responsibilities in support of clinic operations and organizational objectives.

Duties for the position may include but are not limited to:

• Directs outpatient medical administration programs and has full supervisory responsibility for supervising assignments.
• Extracting and analyzing data to provide reports in support of performance measures to senior management.
• Coordinate communications with other sites of care in VISN 21 and non-VA medical offices/facilities to coordinate care, participating in secure messaging with the patient and team, notifying patients of normal lab results, developing and managing a system for tracking needed follow up care (consults, tests, etc.) and communicating with the patient and team as necessary.
• Supervising staff in an interdisciplinary environment, where often there are conflicting needs from several members of the clinical team.
• Ensures all aspects of Specialty CRH program responsibilities are carried out completely and efficiently. This includes the management of consults, clinic profiles, and appointments; encounter forms, worksheets and clinic schedules necessary for a patient encounter; ensuring staff efficiently and effectively respond to requests from patients, family members, clinical and support staff on many varied issues;
• Interpret, analyze, and inform the health care team on administrative/clinical issues, regulations, policies and procedures.
• Orients new team members to clinic administrative processes, flow, data capturing requirements, etc., including AMSA, providers, nursing personnel, etc.
• Participates in interdisciplinary work groups and committees to incorporate clinic and service goals and needs into overall facility planning.
• Participates in process improvement activities/groups in keeping with the principles of the Service Improvement Model (SIM).
• Takes the lead on the integrity and accuracy of the data capturing process and statistical reporting in the VISTA, OBA, and VSSC system.
• Identify workload to correct errors resulting in workload rejection in Patient Care Encounter system due to insufficient or inaccurate data.
• Has full line authority for the administrative management and guidance of GS-6 AMSAs and GS-7 Lead MSAs and has supervisory authority for discipline and timekeeping of the front-line staff.
• Represents management at labor management meetings, provides information, resolves conflicts, and/or problems that may arise and assures management officials are familiar with the negotiated agreement.
• Prepares work schedules and ensures adequate staffing. Adjusts staffing based on workload, staffing demands, and health care system priorities and recommend organizational changes to improve staff utilization.
• Develops subordinate staff and others, as appropriate, to perform and contribute to the organization through coaching, mentoring and providing ongoing feedback, and by granting opportunities to learn through formal and informal methods.
• Works with servicing Human Resources Management Office in all steps of the recruiting and hiring process to expeditiously recruit for vacant positions and to select qualified employees.
• Issues performance standards and rates and communicates performance ratings to staff in a timely manner.
• Oversees and monitors that clerical staff are appropriately scheduling appointments according to the National and Local Scheduling Directives.
• Performs other related duties as assigned.

Work Schedule: Full-time; Monday - Friday; 8:00 a.m. - 4:30 p.m.; Subject to change to meet the needs of the Agency
Telework: Not Available
Virtual: This is not a virtual position.
Functional Statement #: 10952-F
Relocation/Recruitment Incentives: Not Authorized
Permanent Change of Station (PCS): Not Authorized

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.
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Policy
• 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: High school diploma, General Education Development equivalency certificate or proficiency certificate from a State or territorial-level Board or Department of Education; OR
• 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: In addition to the Basic Requirements listed above, the following education and experience criteria must be met when determining the grade of the candidates:

• Experience: One year of experience equivalent to the GS-7 level. (Creating daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; determining training needs of MSAs to provide support across interdisciplinary settings; assisting with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources; ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA level staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.)AND
• Knowledge, Skills, and Abilities: In addition to the experience or education above, the candidate must demonstrate the following Knowledge, Skills, and Abilities (KSAs):
  • 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.
  • Ability to provide the full range of administrative and supervisory duties to at least one subordinate MSA supervisor or team leader in 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 in a patient support setting.
  • Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.

Preferred Experience: Preferred Clinical Resource Hub experience.

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. The actual grade at which an applicant may be selected for this vacancy is a GS-08.

Physical Requirements: Work is sedentary but also demands standing, walking, bending, twisting, and carrying light items. Work is performed in an office/clinic setting with minimal risks that requires normal safety precautions; the area is adequately lighted, heated and ventilated. However, the work environment requires someone with the ability to handle several tasks at once in sometimes stressful situations.

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.

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.