Supervisory Medical Support Assistant

Summary

This Supervisory Medical Support Assistant position is in Primary Care services within the White River Junction VA Healthcare System, located at the Burlington-Lakeside Community Based Outpatient Clinic at the Burlington, Vermont location. The position will also oversee Medical Support Assistants located at the Newport, VT and Littleton, NH Community Based Outpatient Clinics.

Duties

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VA Careers - Medical Support Assistant: https://youtube.com/embed/UJO_XH5uCLs

Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf

The Supervisor for Medical Support Assistants at a medical center within VA New England Healthcare Network is responsible for planning, directing, and controlling work for the lower grade Medical Support Assistants. Work is performed collaboratively in an Interdisciplinary Coordinate Care delivery model (Patient Aligned Care Team, or Specialty Care Setting). The employee maintains a close relationship with the Service Care Lines administrative offices to ensure clinics are operating in a timely and efficient manner. The incumbent shall have extensive knowledge of various policies and procedures relating to the business rules regarding Pre-registration, Scheduling (Appointment Management and Recall), clinic profile management and utilization, scheduling/tracking consults, Advanced Clinic Access Procedures, Community Care referrals, Performance Measures, KIOSKs, Insurance Card Buffer (ICB) and the proper flow of work to and from the various teams, services and care lines and contributes significantly to the daily business activities.

Duties include but are not limited to:

• Assists in the management of data which may include EWL (Electronic Wait List), EARR (Encounter/Action Required Report), access related reports, Text Orders and consult completion and performance measures.
• Responsible for planning, organizing, and directing the work of lower medical support assistants.
• Establishes work priorities, identifies developmental training needs of employees and provides or arranges for training when required.
• Works closely with their Supervisor to identify and develop training which meets the needs of the MSA and administrative/clinical data capture requirements. The incumbent's responsibility for training includes, but is not limited to, in-service education of on-the-job skills, classroom instruction closely associated with actual inpatient/outpatient hospital clinical practices, and attitudes and relationship of position to professional staff.
• Assigns work based on requirements and resources available, to efficiently and economically accomplish the work to meet program goals and established objectives.
• Reviews work produced and analyzes weekly reports to evaluate production and takes appropriate action to resolve backlogs, scheduling errors, ICB Capture, EARR Review and Pre-Registration Data.
• Conducts regular staff meetings with the medical support assistants to update them on policy changes and new procedures.
• Attends required section meetings and other meetings throughout the facility as deemed appropriate.
• Serves as a point of contact for resolving patient issues especially regarding appointment and scheduling concerns.
• Researches issues and attempts to resolve before escalation to the Patient Representative, Clinical Service Chief, Chief of Staff or Medical Center Director's Office.
• Maintains clerical guidelines and manuals as well as preparation of material to be used in training new employees.
• Acts as liaison with the Medical Support Assistants, Medical staff, Nursing staff and other services offering expert advice on administrative details and procedures relative to areas and will evaluate problematic areas and present findings to their Supervisor and respective Service Line designees for corrective action.
• Assists in the planning, review, and reporting the data.
• Establishes protocols and coordinates incoming data from a variety of sources.
• Performs a basic analysis of the data and generates a variety or reports.
• Performs additional duties as assigned.
  
  

Work Schedule: Full-Time, Monday- Friday, 8:00 am - 4:30 pm

Telework: Ad-hoc Telework

Virtual: This is not a virtual position.

Functional Statement #: F03372 at GS-07

Relocation/Recruitment Incentives: Not Authorized

Permanent Change of Station (PCS): Not Authorized



Financial Disclosure Report: Not Required

Notifications:

• This position is not a Bargaining Unit position.
• This position is covered by a special rate.
• This position is in the Excepted Service.
• Due to a critical staffing shortage, 38 U.S.C.
• 7412 waives the requirement to apply Veterans' preference for this job announcement.
• Current and former Federal employees must submit copies of their most recent SF-50, (Notice of Personnel Action). The SF-50 must identify the position title, series, grade, step, tenure and type of service (Competitive or Excepted). In some cases, more than one SF-50 may be required to show a higher grade previously held.
• The incumbent may be required to travel to other VA campuses and CBOC's.
  
  

Requirements

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Conditions of employment

• 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.
• You may be required to serve a trial period.
• 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).
  
  

Qualifications

Basic Requirements:

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  United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy.
• Experience and Education.
• 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. One year above high school; OR
• Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable.
  

Grade Determinations: GS-07 Supervisory Medical Support Assistant: In addition to meeting the basic qualifications above, candidates must meet the experience and demonstrated knowledge, skills, and abilities below:

• Experience. One year of experience equivalent to the GS-6 grade level leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.
• Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate all of the 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 plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate MSA staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved clinic operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. 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.



Preferred Experience: Demonstrated leadership experience in a busy outpatient clinic setting. Advanced knowledge of processes and procedures within Primary Care services. Oversees staff from multiple geographical locations.



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. The actual grade at which an applicant may be selected for this vacancy is GS-07.



Physical Requirements: See VA Directive and Handbook 5019.

Education



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/.

Additional information

Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.

During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

This job opportunity announcement may be used to fill additional vacancies.

This position is in the Excepted Service and does not confer competitive status.

VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority.

If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement.

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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