Supervisory Medical Support Assistant - Primary Care

Summary The Supervisory Medical Support Assistant (MSA) provides oversight of MSA administrative staff in the Fargo VA Health Care System Primary Care Integrated Clinical Community (ICC). The Supervisory MSA directly supervises the Lead Medical Support Assistants, and manages, provides overall coordination of the administrative outpatient functions to Primary Care ICC, Clinic Based Outpatient Services, and other departments within the FVHCS. Duties Total Rewards of a Allied Health Professional Plans and directs programs within the Fargo Health Care System and/or Community-Based Outpatient Clinics. This role includes full supervisory responsibility for at least one subordinate team leader or supervisor and a team of 15 or more MSAs. Key duties at this level encompass assigning and evaluating the work of subordinate staff, resolving complex issues to ensure the delivery of high-quality patient services, and assessing new products, equipment, and systems to recommend operational improvements. Identifies educational and training needs, evaluates employee performance, and implements disciplinary actions when necessary. Holds full administrative and professional responsibility for the planning and oversight of the activities of MSAs, supervisors, and team leaders. Extracts and analyzes data to generate reports supporting performance monitoring and provides these reports to senior management for tracking key performance measures. The supervisory MSA is responsible for the following duties: Provides guidance and expertise on relevant laws, regulations, directives, and policies pertaining to the administration of VA Health Care Benefits. Verifies that MSA staff are adhering to the latest VA Scheduling Directive and fulfilling the minimum scheduling requirements Approves leave requests and timecards in accordance with all relevant policies and regulations, day-to-day oversite of administrative operations. Assigns and evaluates the work of subordinate staff to maintain efficient workflow and ensure coverage of all areas of responsibility. Evaluates performance and takes disciplinary action, when necessary, performance evaluations, disciplinary actions, awards. Extracts and analyzes data to provide reports to Administrative Officer and other leadership staff. Evaluates staff competency and coordinates training/education plans in areas needing improvement or new initiatives implemented in work processes. Leads the evaluation of, and initiates changes to processes, space, staff, budget, and equipment based on experience and knowledge of technical operations, workload demands and changing functions of the medical center. Collaborations with ICC leadership in the evaluation, planning, and implementation of new and improved programs. Incumbent will provide leadership in identifying opportunities for performance improvement, the development of appropriate strategies, and the evaluation of outcomes. Resolves scheduling problems from patients, clinic staff, and other medical center departments. Resolutions support program goals and maintain customer relations for parties involved. Conducts scheduling activity for assigned clinics based on established scheduling policy and procedures. Conducts regular monitoring of scheduling activity for assigned staff to ensure scheduling activity is conducted based on established scheduling policy and procedures. This includes, but is not limited to, application of scheduling priority guidelines, designation of desired appointment date, documentation of clinic cancellations and no-show activities. Work Schedule: 8:00 am-4:30 pm Monday-Friday Recruitment Incentive (Sign-on Bonus): Not Authorized Permanent Change of Station (Relocation Assistance): Not Authorized Pay: Competitive salary and regular salary increases. When setting pay, a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade). Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave, 13 days of sick leave, 11 paid Federal holidays per year). Selected applicants may qualify for credit toward annual leave accrual, based on prior [work experience] or military service experience. Parental Leave: After 12 months of employment, up to 12 weeks of paid parental leave in connection with the birth, adoption, or foster care placement of a child. Child Care Subsidy: After 60 days of employment, full time employees with a total family income below $144,000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66. Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 00000 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. 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). 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. Qualifications Basic Requirements: Citizenship: Be a citizen of the United States (U.S.). Non-citizens may be appointed when it is not possible to recruit qualified citizens according to 38 U.S.C. § 7407(a). Experience. No experience required. Education. High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education. Licensure/Certification/Registration. None Physical Requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. See VA Directive and Handbook 5019, Employee Occupational Health Service for requirements. English Language Proficiency. Candidates must be proficient in spoken and written English in accordance with 38 U.S.C. § 7403(f). 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: For experience to be creditable it needs to demonstrate: the knowledge, skills, and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting. Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting and be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level. For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty), and a range of varieties as described in this standard, at the specified grade level and be performed by the incumbent at least 25% of the time. Supervisory Medical Support Assistant GS-8 This position is above the full performance level for this job series and requires experience beyond the basic requirement for positions in this occupation. You must meet the basic requirements and the following: Experience. 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. GS-7 equivalent experience is demonstrated by: Coordinates Advanced MSA assignments and workflow found in an interdisciplinary unit. Responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. Assists units with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Ensures accurate and timely scheduling of appointments; provides guidance to staff members, to include changes in policies and procedures; creates and maintains employee work schedules; and acts as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts. 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: Leadership Experience: Working in healthcare administration, supervisory roles, and familiarity with VA systems and processes. Previous scheduling experience is required. Strong customer service, communication, organizational, and technical skills are essential. Healthcare Administration Experience: Experience working in a healthcare setting, such as hospitals, clinics, or VA medical centers. Familiarity with healthcare systems, patient scheduling, and medical records management. Supervisory Experience: Proven experience in a supervisory or management role. Ability to supervise and lead a team, providing guidance, training, and performance evaluations. Strong leadership, and proven experience in a supervisory or management role preferred Reference: For more information on this qualification standard, please visit https://www.va.gov/ohrm/QualificationStandards/. Medical Support Assistant Qualification Standard The full performance level of this vacancy is GS-8. Physical Requirements: You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position. Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination. 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 for 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. The VA Midwest Health Care Network advocates for a Whole Health System of care in each of the Medical Centers. This is an approach to healthcare that empowers and equips people to take charge of their health and well-being and live their lives to the fullest. As an employee operating in a Whole Health System of care, you will operate in a model with three core elements, seeking to create a personalized health plan for each Veteran. This is done in the context of healing relationships and healing environments and a connection back to the Veteran's community. This aligns with the Veterans Health Administration (VHA) Mission Statement to Honor America's Veterans by providing exceptional health care that improves their health and well-being. 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. Benefits A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits. Review our benefits Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.