SUPERVISORY MEDICAL SUPPORT ASSISTANT
The Supervisory MSA plans and directs programs at the Medical Center and/or satellite outpatient clinics and has full supervisory responsibility for at least one subordinate team leader. Assignments include, but are not limited to:
assigning and evaluating the work or subordinate staff; resolves complex problems to ensure patient services are met; evaluates new products, equipment, and systems in order to make recommendations for improved operations; identifies educational or training needs; makes final decisions on selections; evaluates performance, and takes disciplinary action when necessary. The Supervisory MSA has full administrative and professional responsibility for planning and directing the MSAs' activities. The incumbent is responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management . The Supervisory MSA prepares and delivers performance evaluations and recommendations of awards and/or advancements. The Supervisory MSA provides briefings to upper management, as well as subordinates; provides orientations; proactively implements staff development principles and training; prepares staff meeting and training agendas; facilitates staff meetings; develops performance standards, position descriptions, personal development plans, and awards. The Supervisory MSA hears and resolves complaints from employees, referring group grievances and more serious unresolved complaints to a higher level supervisor or manager; hears and resolves complaints from patients, coordinating appropriate actions needed to resolve the issues; effects major disciplinary measures, such as warnings and reprimands, recommending other action in more serious cases. The Supervisory MSA manages fiscal matters of the Department, forecasts resource and equipment needs and identifies matters which impact budgetary needs. The Supervisory MSA maintains staffing and timekeeping records related to sick and annual leave, comp time and overtime and compiles information for statistical reports. The Supervisory MSA generates daily, weekly and monthly reports related to scheduling inconsistencies, pre-registration inconsistencies, electronic wait list and recall entries, service consult management, insurance collection and encounters. Reports are exported in various databases, analyzed, and used to identify training needs. Multiple reports are generated and analyzed for trending the supply and demand of clinic availability and utilization, including a projection report that is manually formulated to identify open slots, number of patients on the electronic wait list, and projects the number of patients that will be scheduled outside of directive guidelines. Insurance and encounter reports are reviewed regularly due to the financial impact on the organization. The duties consist of significant scope, administrative independence, complexity and range of variety as described in this standard at the specified grade level and are performed at least 25% of the time. Perform other directly related duties as assigned. Work Schedule:
Full Time, Monday thru Friday, 0800-1630 Financial Disclosure Report:
Not required 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:
1. Experience. Six months of 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.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). English Language Proficiency:
Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Grade Requirements:
a. Creditable Experience (1) 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. (2) 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. (3) 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. b. Grade Determinations. In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates:
Supervisory Medical Support Assistant, GS-8 (a) 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. (b) 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:
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. (c) Demonstrated Knowledge, Skills, and Abilities. 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 References:
VA HANDBOOK 5005/117, PART II, APPENDIX G45. 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 GS-08. Physical Requirements:
The incumbent must be able to perform all activities of the position without restriction. The work is primarily sedentary. Light lifting of files, supplies and walking.
Estimated Salary: $20 to $28 per hour based on qualifications.
assigning and evaluating the work or subordinate staff; resolves complex problems to ensure patient services are met; evaluates new products, equipment, and systems in order to make recommendations for improved operations; identifies educational or training needs; makes final decisions on selections; evaluates performance, and takes disciplinary action when necessary. The Supervisory MSA has full administrative and professional responsibility for planning and directing the MSAs' activities. The incumbent is responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management . The Supervisory MSA prepares and delivers performance evaluations and recommendations of awards and/or advancements. The Supervisory MSA provides briefings to upper management, as well as subordinates; provides orientations; proactively implements staff development principles and training; prepares staff meeting and training agendas; facilitates staff meetings; develops performance standards, position descriptions, personal development plans, and awards. The Supervisory MSA hears and resolves complaints from employees, referring group grievances and more serious unresolved complaints to a higher level supervisor or manager; hears and resolves complaints from patients, coordinating appropriate actions needed to resolve the issues; effects major disciplinary measures, such as warnings and reprimands, recommending other action in more serious cases. The Supervisory MSA manages fiscal matters of the Department, forecasts resource and equipment needs and identifies matters which impact budgetary needs. The Supervisory MSA maintains staffing and timekeeping records related to sick and annual leave, comp time and overtime and compiles information for statistical reports. The Supervisory MSA generates daily, weekly and monthly reports related to scheduling inconsistencies, pre-registration inconsistencies, electronic wait list and recall entries, service consult management, insurance collection and encounters. Reports are exported in various databases, analyzed, and used to identify training needs. Multiple reports are generated and analyzed for trending the supply and demand of clinic availability and utilization, including a projection report that is manually formulated to identify open slots, number of patients on the electronic wait list, and projects the number of patients that will be scheduled outside of directive guidelines. Insurance and encounter reports are reviewed regularly due to the financial impact on the organization. The duties consist of significant scope, administrative independence, complexity and range of variety as described in this standard at the specified grade level and are performed at least 25% of the time. Perform other directly related duties as assigned. Work Schedule:
Full Time, Monday thru Friday, 0800-1630 Financial Disclosure Report:
Not required 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:
1. Experience. Six months of 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.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). English Language Proficiency:
Medical Support Assistants must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Grade Requirements:
a. Creditable Experience (1) 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. (2) 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. (3) 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. b. Grade Determinations. In addition to the basic requirements for employment listed above, the following education and experience criteria must be met when determining the grade of candidates:
Supervisory Medical Support Assistant, GS-8 (a) 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. (b) 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:
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. (c) Demonstrated Knowledge, Skills, and Abilities. 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 References:
VA HANDBOOK 5005/117, PART II, APPENDIX G45. 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 GS-08. Physical Requirements:
The incumbent must be able to perform all activities of the position without restriction. The work is primarily sedentary. Light lifting of files, supplies and walking.
- Department:
0679 Medical Support Assistance - Salary Range:
$47,899 to $62,269 per year
Estimated Salary: $20 to $28 per hour based on qualifications.
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