Summary
The GS-8 Supervisory Medical Support Assistant (MSA) is assigned to the VAWNYHS Care in the Health Administration Service (HAS) under the direct supervision of the Chief of HAS. The incumbent serves as a Supervisory Medical Support Assistant in HAS in a supervisory role. Duties may be performed in Clinic Based Outpatient Clinic (CBOC), Inpatient Unit, Call Center, Outpatient Clinic, or Patient Aligned Care Team (PACT) model or a Specialty Care Setting.
Duties
The incumbent has a large scope of responsibility over a major clinical area (i.e. Surgery, BVAC) for the healthcare system including supervision of subordinate Supervisory MSA and Lead MSAs. Duties include, but are not limited to: Assigning and evaluating the work of subordinate staff, performance evaluations, selection of staff, and recommendation of awards and/or advancements. 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. Has full administrative and professional responsibility for planning and directing the MSA's activities and is responsible for extracting and analyzing data to provide reports in support of performance measures to senior management. Works collaboratively with all clinical business managers and frontline staff throughout the Primary Care and Specialty Clinics, in the Specialty Clinics Call Center and Primary Care Call Center. Develops and maintains effective and efficient communication with all departmental leadership, respective Care Line Managers and service line managers and frontline staff, serving as a core member of the HAS and Clinical Service leadership. Knowledge of administrative policies and procedures at facility and network level that impact HAS and Business Operations, information security and exchange, management of reports and data, scheduling directives, telephone care, and public relations/customer service. Knowledgeable and skilled in the operation of a personal computer utilizing a wide variety of software, utilizing multiple computer applications in the performance of all duties including Vista (entry and retrieval of administrative and clinical data to include numerous existing report options and specialized queries), VSSC, CPRS (to include monitoring of outpatient workload data capture), Microsoft Office products for word processing, spreadsheets, and relational data base programs. Serves as a resource to HAS staff in use of applications, and must have the ability to extract, correlate and analyze patient encounter and provider workload data make recommendations to the Leadership team and acts as a customer service representative for HAS. Has detailed knowledge of outpatient administrative processes, release of information, records management schedules for ambulatory care clinics, workload data capture, encounter forms, and VISTA scheduling package, maintaining full responsibility and accountability for the scheduling practices. Provide training, implementation, monitoring and evaluation of all administrative procedures related to HAS operations. Provide oversight and has programming responsibility for all automated and special patient correspondence letters generated through the Appointment Management computer program. Plans and organizes work and acts independently in daily operations, resolving issues under the guidance and supervision of the Chief, HAS and Supervisor. Performing other duties, as required. Work Schedule: Monday - Friday (7:30am - 4:00pm) Telework: Ad-hoc telework may be available Virtual: This is not a virtual position. Functional Statement #: 21S71-A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized
Requirements
You must be a U.S. Citizen to apply for this job. All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA. 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 examination. 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.
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/.
How you will be evaluated
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE MAY NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. Your application, resume, C.V., and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religions; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience. The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position. It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.