Supervisory Medical Support Assistant

Summary The Supervisory Medical Support Assistant serves within Patient Administration Service at the Kernersville Health Care Center within Salisbury VA Health Care System. The incumbent(s) provides a high level of administrative and data support to PAS. The Supervisory Medical Support Assistant (MSA) is a foundational role within the Outpatient Specialty Clinics, Mental Health Clinics, and Primary Care at Kernersville Health Care Center. Responsibilities Supervisory Medical Support Assistant serves within Patient Administration Service at the Kernersville Health Care Center within Salisbury VA Health Care System. The incumbent's work impacts the administrative aspect of patient care, including access, scheduling / coordinating appointments using clinic access principles, collecting, and updating demographic and insurance information, managing VAR list, RTC orders, Consults, Patient Centered Scheduling Request, patient processing and customer service. The GS-8 Supervisory MSA is responsible to their supervisor for ensuring that the work assignments of the section are carried out by performing a range of duties / functions and must be considered an expert in the functions of File Clerks, Operators, MSAs, and Lead MSAs. Have a thorough knowledge regarding enrollment, eligibility, and beneficiary travel. Ability to communicate with all internal and external customers effectively and consistently in a respectful and courteous manner. Thorough knowledge of the outpatient scheduling processes defined in VHA Directive 1230 VHA Outpatient Scheduling Processes and Procedures and all scheduling policies and procedures derived from policies / procedures with Salisbury VA Health Care System. The incumbent must have knowledge of all internal standard operating procedures for the various outpatient clinics at the Kernersville Health Care Center. Ensure all employees are up to date for all mandatory training. Provide supervisory coverage for other areas within PAS as necessary due to unplanned leave or planned leave by their peer supervisors. The Supervisory MSA must assist the services / clinics accomplish action plans and ensure follow-up for access plans is completed in a timely manner. Ensure quality assurance for all work produced or completed within assigned clinic. Ensure MSA coverage is provided during all working hours for the outpatient clinics assigned and will provide coverage to the clinics if no other coverage is available. Use a variety of communication skills to establish helpful relationships with patients, Veterans, and staff. Cooperate with others within the organization and contribute to the effective operation of the medical center. Identify developmental and training needs of employees and provide / arrange additional training. Assist and train new staff in orientation activities through shared knowledge and specific clinic scheduling expertise. Establishes and maintains relationships with all medical center personnel to communicate and disseminate PAS Outpatient Administrative Support Section and general PAS information. Incumbent will serve as the subject matter expert (SME) for all duties within the Patient Administrative Service at the Kernersville HCC. The duties listed is not inclusive of all the duties associated with this position. Work Schedule : Monday - Friday : 8 : 00 am to 4 : 30 pm. Compressed / Flexible : Authorize Telework : Not Authorized Virtual : This is not a virtual position. Functional Statement # : Relocation / Recruitment Incentives : Not Authorized Permanent Change of Station (PCS) : Not Authorized Financial Disclosure Report : Not required Requirements 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 probationary period. Subject to background / security investigation. Selected applicants will be required to complete an online onboarding process. Must pass pre-employment physical examination. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Participation in the Coronavirus Disease 2019 (COVID-19) vaccination program is a requirement for all Veterans Health Administration Health Care Personnel (HCP) - See "Additional Information" below for details. Qualifications 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 Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Experience and Education : (1) 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, (2) Education. One year above high school; OR, (3) Experience / Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Foreign Education : To be creditable, education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs. 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 : One year of experience equivalent to the [GS-7] grade level [leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting.] 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. Demonstrated Knowledge, Skills, and Abilities. Candidates must demonstrate [all of] the KSAs below : i. 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.] ii. 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. iii. Ability to provide briefings, orientations, staff development, and training [in a patient support setting]. iv. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs. v. 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 : Leadership Experience Reference : For more information on this qualification standard, please visit The full performance level of this vacancy is GS-8. Physical Requirements : See VA Directive and Handbook 5019. The duties and responsibilities of the position requires some mobility, but generally the job is sedentary with some standing, stooping, reaching, and lifting up to 20 pounds. Incumbents are required to work with computer equipment. Education IMPORTANT : A transcript must be submitted with your application if you are basing all or part of your qualifications on 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 : 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 : Additional Information 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. Pursuant to VHA Directive 1193.01, VHA health care personnel (HCP) are required to be fully vaccinated against COVID-19 subject to such accommodations as required by law (i.e., medical, religious or pregnancy). VHA HCPs do not include remote workers who only infrequently enter VHA locations. If selected, you will be required to be fully vaccinated against COVID-19 and submit documentation of proof of vaccination before your start date. The agency will provide additional information regarding what information or documentation will be needed and how you can request a legally required accommodation from this requirement using the reasonable accommodation process. 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.