The Battle Creek VA Medical Center is currently recruiting for a Supervisory Medical Support Assistant. This position is within Business Operations Service (BOS) and is located at our Lansing, MI outpatient clinic. The incumbent will provide administrative and technical supervision necessary for accomplishing the work of the unit.
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. Experience and/or 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. Grade Determinations: In addition to the basic requirements for employment listed above, the following experience and/or education criteria must be met when determining the grade of candidates: Supervisory Medical Support Assistant, GS-8 Experience: To qualify, you must posses one full 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. This experience may include, but is not limited to: assigning and evaluating the work of subordinate MSA staff; resolving complex problems to ensure patient services are met; evaluating new products, equipment, and systems to make recommendations for improved clinic operations; identifying educational or training needs; making final decisions on hiring selections; evaluating performance, and taking disciplinary action when necessary. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. Note: This experience must be clearly demonstrated in your resume. 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. 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 is mostly sedentary. It typically requires sitting with sustained periods of concentration. The majority of work is performed in an office setting, primarily while seated. The position requires some standing, ambulation, bending, and carrying of items such as training manuals. The position may also require stooping, reaching, lifting, pulling, and other moderate exertion or strain. Incumbent may occasionally have to walk some distance to a meeting. The Supervisory MSA is required to sit for long periods of time at a computer terminal typing data while having face to face contact with Veterans and answering the telephone. In addition, there can be increased stress due to the Intensity-of a patient/customer complaint or concern. See VA Directive and Handbook 5019.
Supervisory MSA's at this level plan and direct programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility for supervising at least one subordinate team leader or supervisor. Incumbent may be required to provide back-up coverage for lower level positions as needed due to staffing shortages. Assignments at this level include, but are not limited to: assigning and evaluating the work of subordinate staff; 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. The employee has full administrative and professional responsibility for planning and directing the MSA's activities. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management. Duties at this level include, but may not be limited to: planning and managing programs directly related to their team assignment; arranging for coverage of all areas of responsibility; distributing and balancing workload; overseeing the training and certification of employees in all Services throughout the VA Medical Center locations on scheduling and consult management competencies; conducting reviews/audits to ensure quality of work; ensuring accurate and timely scheduling of appointments; providing refresher training to staff members including changes in policies and procedures; creating and maintaining employee work schedules; orienting and providing on-the-job training for new and current employees; ensuring that all training requirements are met; and organizing the work structure of assigned areas. Work Schedule: Monday - Friday 8:00AM -4:30PM Telework: Not Available Virtual: This is not a virtual position. Functional Statement #: 91467A Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized