Summary This Supervisory Medical Support Assistant position is in the Specialty Care Service at the VA Manchester Healthcare System. This position is full-time at 40 hours per week. Responsibilities Incumbent serves as Supervisor for Medical Support Assistants within the Specialty Care Service at the VA Manchester Healthcare System. The Supervisory MSA is responsible for planning, directing, and controlling work for the lower grade MSAs. Work is performed collaboratively in an interdisciplinary coordinate care delivery model (Patient Aligned Care Team, or Specialty are Setting). Position must have medical terminology and broad knowledge of patient procedures and policies. The employee maintains a close relationship with the service care lines administrative offices to ensure clinical 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), clinical profile management and utilization, scheduling/tracking consults, advanced clinical assess procedures, community care referrals, performance measures, KIOSKs, Insurance Card buffer (ICB) an the proper flow of work to and from the various teams, services and care lines and contributes significantly to the daily business activities. Major Duties include but are not limited to: Planning, organizing and directing the work of lower graded medical support assistants. Established work priorities. Identifies developmental training needs of employees and arranges training when required. Conducts in-service on-the-job skills assessment and instruction. Assigns work based on requirements and resources available. Reviews work produced and analyzes weekly reports to evaluate production. Resolves backlogs, scheduling errors, ICB Capture, EARR review and pre-registration data. Conducts regular staff meeting with medical support assistants. Communicates and updates on policy changes and new procedures. Services as point of contact for resolving patient issues especially regarding appointment and scheduling concerns. Acts as liaison with medical support assistants, medical staff, nursing staff and other services. Collects, compiles and tracks data and statistical information in support of several VA, VISN and local programs. Work Schedule: Monday - Friday 8:30am - 4:30pm Telework: Not available Virtual: This is not a virtual position. Functional Statement #: PDF01629 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. Position is in the Excepted Service. Veterans' preference does not apply for other current permanent Federal agency employees. Current federal employees must submit copies of their most recent non-award SF50 (notice of personnel action). The SF50 must identify the position, title, series, grad, step, tenure and type of service (competitive or excepted). In some cases, more than one SF50 may be required to show a higher grade previously held. The incumbent may be required to travel to VA Manchester campus and other CBOC's. This position is covered by locality-based comparability pay. Incomplete applications will not be considered. Requirements Conditions of Employment 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. 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. 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 To qualify for this position, applicants must meet all requirements by the closing date of this announcement, 03/26/2025. 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 3j. 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. GS-7 Demonstrated Knowledge, Skills, and Abilities: Candidates must demonstrate [all of] the KSAs below: i. [Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. ii. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. ][iii.] Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. iv. Skill in communicating with individuals to obtain the desired effect and coordinating with a variety of interdisciplinary care team staff ].[v.] Ability to provide staff development and training. vi.] Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. GS-8 Grade Level Requirement. Experience: One year of experience equivalent to the GS-7 grade level (see above) leading or supervising MSAs or equivalent administrative patient support staff in a non-VA medical inpatient, outpatient, or interdisciplinary setting. GS-8 Demonstrated Knowledge, Skills, and Abilities: In addition to the basic requirements, 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. 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. (Note: Applicants must demonstrate [all of] the KSAs clearly and specific on their resumes to receive full credit. We will not make assumptions regarding your 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: The work requires some physical exertion such as prolonged periods of standing, bending, reaching, crouching, stooping, stretching, and lifting moderately heavy items such as papers, books, manuals, record boxes and boxes of computer paper. Computers are used and therefore keyboarding is required. The work includes walking from area to area when covering other employees. Applicant may at times be exposed to stressful situations with Veterans. 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: 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. 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.