Supervisory Medical Support Assistant- Clinical Resource Hub

Direct line supervisor for GS-6 Advanced Medical Support Assistant staff within Clinical Resource Hub scheduling operations. Holds full administrative responsibility for planning, coordinating, analyzing, and directing CRH activities. Provides technical and management guidance to optimize support service resource use, applying specialized knowledge while working independently and exercising sound judgment per applicable manuals, procedures, and policies.

Duties and responsibilities include, but are not limited to:

Staff Supervision and Performance Management
Carries out a full range of administrative and supervisory duties, including assignment of work, performance evaluations, selection of staff, and recommendations for awards and advancements
Develops and formalizes performance evaluations for staff under direct supervision
Evaluates employee performance and takes disciplinary action when necessary
Makes decisions on employee selections
Certifies timecards and attendance records and approves or disapproves all leave requests
Prepares holiday and vacation schedules for supervised sections, ensuring adequate coverage is always provided
Provides advice, counsel, and instruction to employees on both work and administrative matters
Provides back-up coverage to subordinate staff
Recruitment and Hiring
Works with the servicing Human Resources Management Office throughout all steps of the recruiting and hiring process to expeditiously fill vacant positions and select qualified employees, including obtaining at least two references for the selectee
Meets all established timeframes and deadlines regarding the hiring process
Workforce Planning and Development
Identifies educational and training needs for staff
Analyzes current and future workforce requirements to determine competencies and skills needed
Provides briefings, orientations, staff development, and training
Oversees training for new Medical Support Assistants (MSAs) and Advanced Medical Support Assistants (AMSAs) in both VistA and the Telehealth Management Platform (TMP)
Works in conjunction with a program analyst to ensure adequate TMP training is completed prior to site assignments
Conducts regularly scheduled meetings with MSAs and other telehealth staff to keep them informed of changes to scheduling processes and procedures
Operations Management and Workflow Oversight
Resolves complex issues, including ensuring patient service needs are met
Evaluates new products, equipment, and systems to make recommendations for improved operations
Provides technical and management guidance necessary to achieve optimum use of support service resources
Organizes work, sets priorities, and delegates tasks and responsibilities to meet deadlines
Manages staffing requirements and coordinates work to complete duties in an accurate and timely manner
Follows up on pending issues while demonstrating an understanding of the impact of incomplete work
Monitors the Consult Tracking Report for assigned areas
Periodically reviews functional statements and work performance for compliance with basic instructions and established procedures
Policy, Compliance, and Regulatory Knowledge
Maintains in-depth knowledge of governing laws, regulations, policies, and procedures to provide services within accepted guidelines
Plans, revises, updates, and writes policies and memorandums affecting CRH scheduling operations
Independently researches, assembles, and compiles information and data to evaluate results against appropriate standards and recommend corrective action where indicated, given the number of patient sites and functions the CRH supports
Maintains familiarity with the Privacy Act (PA), Freedom of Information Act (FOIA), and Health Insurance Portability and Accountability Act (HIPAA) to properly protect medical information accessed via computer terminals, computer printouts, medical charts, and other clinical documents
Ensures compliance with established policies and regulations while communicating effectively with individuals to achieve desired outcomes
Advisory and Consultative Services
Provides advisory services to all levels of management regarding the requirements and implications of services provided, following hospital policy and regulatory protocols
Advises Telehealth managers on how provided services can support their mission and programs
Professionalism and Interpersonal Conduct
Demonstrates courtesy, respect, and a positive attitude toward patients, co-workers, subordinate staff, and the public

Work Schedule: Monday - Friday 8:00AM-4:30PM (PST)
Telework: PLEASE NOTE: THIS POSITION IS CURRENTLY EXEMPTED FROM RETURN TO OFFICE REQUIREMENTS. REMOTE EXEMPTED POSITIONS ARE REVIEWED REGULARLY AND DO NOT CONFER PERMANENT REMOTE WORK STATUS; the selected individual may need to return to a VA office if required. Any selected candidate must live within 50 miles of a VA Medical Center.
Virtual: This is not a virtual position.
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.
• 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:
  (a) Advanced knowledge of managing or leading patient support staff in a clinic. This includes independently utilizing reference sources, decision making, and 13 empowering the team to collaborate and resolve problems within a complex systems environment.
  (b) Ability to provide the full range of administrative and supervisory 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 recommendation of awards and/or advancements.
  (c) 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.
  (d) Ability to provide briefings, orientations, staff development, and training in a patient support setting.
  (e) Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.

Grade Determinations: One year of creditable experience equivalent to the next lower grade (GS-7).

Preferred Experience: Preferred progressive leadership role in VHA or VA leadership training. Experience in Telehealth Management Platform (TMP), Federal EHR (Oracle-Health / Cerner), CMT+, ISS, virtual teams, and Microsoft platforms.

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.

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.
• Must pass pre-employment physical evaluation.
• 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.