Supervisory Medical Support Assistant

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, VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.g.) Experience and Education. Six months experience of clerical, office or other work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; or One year above high school; or Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. English Language Proficiency. Medical Support Assistant’s must be proficient in spoken and written English in accordance with VA Handbook 5005, part II, chapter 3, section A, paragraph 3j. Physical Requirements. See VA Directive and Handbook 5019 Grandfathering Provision. All Medical Support Assistant’s employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Certification. None Required. Grade Requirements GS-679-08: Experience. One year of experience equivalent to the next lower grade level (GS-07). Assignment: Supervisory Medical Support Assistant at this level plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility for supervising at least one subordinate team leader or supervisor. Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems in order to make recommendations for improved operations; identifying educational or training needs; making final decisions on selections; evaluating performance, and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the Medical Support Assistant’s (MSA’s) activities. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. To be creditable, the experience must have demonstrated the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as [an] MSA or an equivalent position in a non-VA hospital or clinic setting. Qualifying experience must be at a level comparable to MSA’s experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Part-Time Experience. Experience as an Medical Support Assistant or equivalent administrative patient support in] a [non-VA medical inpatient or outpatient setting] is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. Grade Determinations: In addition to meeting the basic requirements for employment listed above, the following experience criteria must be met for the Supervisory Medical Support Assistant, GS-679-08. Specialized Experience. One year of experience equivalent to the GS-07 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. Supervisory Medical Support Assistant’s at this level plan and direct programs at medical centers and/or satellite outpatient clinics. 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, extracting and analyzing data to provide reports. The employee has administrative and professional responsibility for planning and directing the subordinate lead, supervisor, and MSA’s activities. Candidates must demonstrate the Knowledge, Skills, and Abilities (KSAs) below: 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. 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. 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. Preferred Experience: Working collaboratively in interdisciplinary coordinated care delivery; developing and maintaining effective and efficient communication with patients, interdisciplinary teams, VA facilities, and other agencies; adjusting the flow and sequencing of the work to meet patient and team needs; provide briefings, orientations, staff development and training; evaluate and oversee people and programs to accomplish program goals and adapt to changing priorities; experience with and knowledge of processes involving patient admission, transfers, eligibility, and appointment scheduling; experience with developing systematic process change and analyzing the effectiveness of initiatives; and experience in multi-tasking. References: VA Handbook 5005/117 Part II, Appendix G45, Medical Support Assistant, Qualification Standard GS-679, Veterans Health Administration. dated August 1, 2019. The full performance level of this vacancy is GS-679-08 Physical Requirements: Position is sedentary in nature, may be required to lift/carry 15-25 lbs. on minimal basis. The work is performed in an office setting. The work will involve extensive use of computer/keyboard. Other physical demands include reaching, bending, stretching, walking and carrying light loads of supplies and/or files.
The applicant serves as a Supervisory Medical Support Assistant for the Patient Scheduling Section, Radiology Service. He/She supervised GS-7 Lead Medical Support Assistants and GS-6 Medical Support Assistants (Advanced). Clinic employees support all the clinical services in various locations throughout the hospital: some off-campus and on irregular tours. The applicant provides technical advice to the employees inside and outside the service including clinical staff and management.