Supervisory Medical Support Assistant

Job description

Summary

This position serves as a Supervisory Medical Support Assistant for the Office of Community Care in Glendale, Colorado. The Supervisory Medical Support Assistant (SMSA) monitors and makes work assignments, evaluates performance, resolves daily workplace issues and maintains efficient workflow.

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Duties

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Duties for the Supervisory Medical Support Assistant include but are not limited to:

The incumbent conducts daily reviews of active, pending, and scheduled Community Care consults in CPRS and third-party portals for accuracy and disposition.

Effective communication is maintained with patients, interdisciplinary team members, and outside providers, including processing secure messages with patients and VA staff as necessary.

The Supervisory MSA explains procedures to patients and their family members by phone and participates in huddles and meetings with interdisciplinary members to manage and plan patient care and flow, entering appropriate information into the patient record throughout this process.

Administrative follow-up and problem solving for administrative issues are key responsibilities of this position.

The Supervisory MSA plays an integral role in identifying and developing ways to resolve problems with administrative and clinical staff on matters of access, customer service, patient flow, revenue, and data validation.

The incumbent informs physicians about patients and appointments at other facilities and educates providers about shared patients who receive care at multiple VA facilities or in the community.

The Supervisory MSA generates patient workload reports related to scheduling and scheduling validation, monitoring activity to assure consistent and accurate reporting.

The incumbent conducts patient and employee interviews, observes workflow, guides patients through the hospital system, inputs referrals, documents complaints, provides follow-up, and suggests resolutions to the supervisor.

This requires the ability to interpret and apply a complex body of pertinent laws, regulations, directives, and policies that relate to the administration of VA Healthcare Benefits.

The incumbent interprets and communicates the requirements of VHA Scheduling Directives and completes accurate scheduling responsibilities, scheduling appointments and utilizing the Electronic Waiting List accurately and in a timely manner.

Appointments are made with the patient's input by phone and may require a high level of coordination to avoid patients having to make multiple trips to the medical center or clinic whenever possible.

The Supervisory MSA maintains the ability to perform the varied and complex duties of Medical Support Assistants throughout the Office of Community Care.

Work Schedule : Monday through Friday 8:00am - 4:30pm.

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 : as determined by the agency policy and supervisor's discretion.

Remote: This is NOT a remote position.

Virtual: This is NOT a virtual position.

Functional Statement # : 57447A

Permanent Change of Station (PCS): Not Authorized.

Requirements

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Conditions of employment You must be a U.S. Citizen to apply for this job.

All applicants tentatively selected for VA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with VA.

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 ( Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.

Must pass pre-employment physical evaluation/examination.

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

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: None

Education : High school diploma, General Education Development equivalency certificate, or proficiency certificate from a State or territorial-level Board or Department of Education.

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).

Grandfathering Provision: Employees in VHA in this occupation, under a permanent, appropriate, and legal placement on the effective date of the qualification standard, are considered to have met all qualification requirements for the grade and/or assignment held, including positive education and registration/certification where applicable. For employees who do not meet all the basic or assignment-specific requirements in this standard but met the qualifications applicable to the position at the time they were appointed, the following provisions apply:

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.

Employees retained in this occupation under this provision who subsequently leave the occupation lose protected status and must meet the full VA qualification standard requirements in effect at the time of re-entry to the occupation.

NOTE: This provision is not intended to regularize appointments/placements

Grade Determinations: In addition to the Basic Requirements listed above, the following education and experience criteria must be met when determining the grade of the candidates:

Experience: One year of experience equivalent to the GS-7 level. (Creating daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; determining training needs of MSAs to provide support across interdisciplinary settings; assisting with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources; ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA level staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.)

AND

In addition to the experience or education above, the candidate must demonstrate the following Knowledge, Skills, and Abilities (KSAs): 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.

Ability to provide the full range of administrative and supervisory duties to at least one subordinate MSA supervisor or team leader in 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.

Preferred Experience: N/A

Reference: For more information on this qualification standard, please visit

The full performance level of this vacancy is GS-08.

Physical Requirements: The work is sedentary. While working in the nursing units or ED, 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 is required to file documents and attend to supply needs. Often constant demands, such as continually ringing telephones and continual work interruptions by staff and patients, sometimes make it very difficult for the supervisory 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.

Education

IMPORTANT: If using post-high school education to substitute for experience at the GS-04 or GS-05, you must submit a copy of your unofficial or official transcript with your application.

If selected, to meet the basic requirement of high school education or equivalent and prior to a firm job offer being extended, applicants must provide one of the following as verification of the education requirement if not covered under the grandfathering provision: Copy of high school diploma OR high school transcript (unofficial or official) OR GED Certificate OR homeschooling completion OR proficiency certificate issued by a State or Territorial Board or Department of Education OR college transcript (official)

Additional information

NOTICE ON TRIAL/PROBATIONARY PERIODS:

The first year of continuous service in the same or similar position of a preference eligible in the excepted service is a trial period. The first 2 years of continuous service in the same or similar position of an individual in the excepted service (other than a preference eligible), is a trial period.

At least 60 days prior to the end of each employee's initial probationary or trial period, management officials shall, to the extent practicable, meet to discuss the employee's performance and conduct (based in part on input from the employee's supervisor), the needs of the agency, and whether their continued employment would advance the public interest, the organizational goals of the agency, and the efficiency of the service.Within 30 days prior to the end of each employee's probationary or trial period, management officials shall determine whether to finalize the employee's appointment to the Federal service, or whether to terminate their service. Before the employee is terminated, they shall be notified in writing of the effective date of the action.

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.

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.

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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.

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