The Supervisory Medical Support Assistant (MSA) will perform administrative support duties that may be performed in a Clinic Based Outpatient Clinic (CBOC), Call Center, Inpatient Clinic, or Outpatient Clinic at various locations within at VA Northern California Health Care System. The Supervisory MSA will interact with both internal and external customers; establishing and maintaining medical outpatient and inpatient charts as well as administrative records.

Duties

The Supervisory MSA plans and directs programs at medical centers and/or satellite outpatient clinics and have full supervisory responsibility. Assignments at this level include but are 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. Meets the needs of customers while supporting the medical center and service missions. Consistently communicates and treats customers (patients, visitors, volunteers, and all medical center staff) in a courteous, tactful, and respectful manner. Provides the customer with consistent information according to established policies and procedures. Handles conflict and problems in dealing with the customer constructively and appropriately. Responsibility for patients that might require alternative approaches to assessment, treatment, and education. These veterans are typically between 18 and 70 years of age. This position requires the incumbent to possess or develop an understanding of the needs of these types of patients. Sensitivity to the special needs of all patients in respect to age, developmental requirements, and culturally related factors must be consistently achieved. Work Schedule: 7:00am - 15:30pm PST Telework: Ad-hoc Virtual: This is not a virtual position. Functional Statement #612-00723-F Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not required

Requirements

Qualifications

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: A. United States Citizenship: Non-citizens may only be appointed when it is not possible to recruit qualified citizens in accordance with VA Policy. B. 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. C. 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. D. Grandfathering Provision. 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). E. Grade Determination: 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 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. F. References: VA Handbook 5005/117 Part II Appendix 45 Qualification Standards for 0679 Medical Support Assistant, dated August 1, 2019 The full performance level of this vacancy is GS-08. The actual grade at which an applicant may be selected for this vacancy is in the range is GS-08. G. Physical Requirements: See VA Directive and Handbook 5019.

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/.

Contacts

• Address VA Northern California Health Care System 10535 Hospital Way Mather, CA 95655 US
• Name: Kizzy Perry
• Email: [email protected]