Qualifications

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
• Experience: Six months experience of clerical office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needs to perform the duties of the position
• OR, Education: One year above high school
• Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable
• 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
• 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: GS-8 Supervisory Medical Support Assistant Experience: One year of experience equivalent to the GS-7 grade level leading or supervising Medical Support Assistants (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: 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: Two (2) years of supervisory 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-8. Physical Requirements: Work is primarily sedentary, although some slight physical effort may be required
• The ability to deal effectively with organizational change, role ambiguity and the stresses of juggling many priorities and rapidly responding to unanticipated critical situations is essential.