The Supervisory Medical Support Assistants (SMSAs) are assigned to the Business Development Service Line (BDSL) located at the Cheyenne VA Health Care System (CVAHCS) in Cheyenne, WY. This includes the Fort Collins, Northern Colorado, and Loveland Outpatient Clinics.
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 and Education: 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, Education. One year above high school; (A transcript must be submitted with your application if you basing all or part of your qualifications on education) OR, 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). Grandfathering Provision. All MSAs employed in VHA in this occupation on the effective date of this qualification standard (August 1, 2019) are considered to have met all qualification requirements for the title, series, and grade held, which are a part of the basic requirements of the occupation. For employees who do not meet all the basic requirements required in this standard, but who met the qualifications applicable to the position at the time they were appointed to it, the following provisions apply: (1) Such employees may be reassigned, promoted, or changed to a lower grade within the occupation. (2) Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed, on a temporary or permanent basis, until they fully meet the basic requirements of the standard. (3) If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation, the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation. Grade Requirements Creditable Experience Knowledge of MSA Practices. To be creditable, the experience must have demonstrated 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. Quality of Experience. Qualifying experience must 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. Part-Time Experience. Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship to the full-time workweek. For example, an MSA employed 20 hours a week, or on a 1/2-time basis, would receive one full-time workweek of credit for each two weeks of service. Grade Determinations In addition to the basic requirements for employment listed above, the following education and experience criteria must be met: Supervisory Medical Support Assistant, GS-8 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. Demonstrated Knowledge, Skills, and Abilities: Candidates must also demonstrate all of the following KSAs: 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. Supervisory Medical Support Assistant (GS-8) 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. 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 sedentary. While working in the clinic, physical demands include walking, getting up and down from sitting to retrieve various items and carrying items such as papers, folders, belongings, etc. Crouching and bending are required to file documents and attend to supply needs. Although constant demands, such as continually ringing telephones and continual work interruptions by staff and patients, sometimes make it very difficult for the medical support assistant to leave the work area for even a short period of time. No special physical demands are required to perform the work.
VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELoTotal Rewards of a Allied Health Professional Supervise the activities of MSAs across multiple areas, including Primary Care, Specialty Care, Mental Health, and Community Care, ensuring that patient care services are delivered efficiently. Manage the performance of at least one subordinate MSA team leader, supervisor, or equivalent administrative patient support staff. Evaluate the work of subordinate staff, providing feedback, coaching, and corrective action as needed. Develop performance standards and evaluate staff performance regularly. Make final decisions on hiring, promotion, disciplinary actions, and resolving staff complaints. Plan and prioritize work assignments, supervise technical and administrative functions, and provide leadership in resolving complex administrative problems. Maintain staff schedules, ensure adequate staffing levels for clinic operations, and adjust workload distribution to meet clinic needs. Oversee the scheduling program for the medical center and satellite clinics, ensuring compliance with VA policies and guidelines. Ensure the accurate and timely scheduling of patient appointments, monitor clinic availability, and make necessary adjustments to maximize patient access to care. Evaluate new products, equipment, and systems to make recommendations for improving clinic operations and enhancing efficiency. Provide ongoing training and mentorship to staff, ensuring they have the necessary skills and knowledge to perform their duties effectively. Lead training sessions on administrative processes, scheduling policies, and patient management systems, and track training compliance for all staff. Collaborate with other supervisors and department heads to ensure staff development is aligned with the organization's goals and priorities. Extract and analyze data to track key performance measures, including scheduling efficiency, patient access, and clinic utilization. Monitor key scheduling metrics, such as return-to-clinic orders (RTC), consults, and urgent scheduling needs, ensuring that all patient care requirements are met. Implement corrective actions based on data analysis to address discrepancies and improve operational efficiency. Meet the needs of customers (veterans, representatives, visitors, and VA staff) while supporting VA missions. Communicate courteously, tactfully, and respectfully with veterans, representatives, visitors, and staff. Provide veteran-centered care by emotionally supporting patients and their families and respecting their values and preferences. Respond to patient inquiries concerning medical, personal, and administrative matters, referring medical questions to clinical staff. Resolve complex patient service issues, ensuring that patients receive the care they need promptly and efficiently. Act as a liaison between MSAs, patients, and interdisciplinary teams to resolve conflicts, address administrative issues, and improve patient flow. Collaborate with clinical staff to ensure follow-up care is properly scheduled and completed, addressing any gaps or delays in the process. Ensure the smooth operation of clinic functions by overseeing the coordination of clinical flow processes related to access to care across multiple clinics, specialties, and community resources. Ensure compliance with policies for the security of sensitive data, including the Privacy Act of 1974. Maintain confidentiality and ensure access to sensitive information is limited to authorized staff. Use various office automation software (e.g., VISTA, CPRS, ICBWeb, ISS, CTM) to manage patient care. Total-Rewards-of-an-Allied-Health-VA-Career-Brochure.pdf Medical Support Assistant: vacareers.va.gov/wp-content/uploads/sites/5/Total-Rewards-of-a-MSA-VA-Career-Flyer.pdf Work Schedule: Monday - Friday 8:00 am - 4:30 pm Pay: Competitive salary and regular salary increases 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) Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) 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: Ad-hoc Functional Statement #: 51653A