Supervisory Medical Support Assistant
Department Of Veterans Affairs 1,249 reviews - San Diego, CA

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Vacancy Identification Number (VIN): 842784

These two (2) positions are located in the Health Administration Service (HAS) at the San Diego VA Healthcare System, San Diego, CA. (Supervisors may be assigned to other Clinic location or Call Center but initial assignment will be La Jolla Clinic). lncumbent is responsible for directing activities of Medical Support Assistants to ensure effective staffing in support of veteran care and sound fiscal management.

OUR MISSION: To fulfill President Lincoln’s promise - “To care for him who shall have borne the battle, and for his widow, and his orphan” - by serving and honoring the men and women who are America’s Veterans. How would you like to become a part of a team providing compassionate care to Veterans?

VHA provides patient centered care, delivered by engaged, collaborative teams in an integrated environment that supports learning and continuous improvement. The Veteran’s experience and health outcomes are improved with an emphasis on prevention through healing relationships in an optimal healing environment.

We are seeking new team members interested in working in this environment. We are looking for team members that possess high energy, a strong work ethic, integrity, who are kind and empathetic, have a sense of humor, and who enjoy working for a collaborative, team-oriented system. The team member must be willing to build customer confidence by professional dress and demeanor.

We invite you to apply to become part of a team of professionals engaged in promoting positive organizational change to improve business outcomes and create a positive healthcare experience for patients, families, and caregivers.

As a VA professional, your opportunities are endless. With many openings in the multiple functions of VA, you will have a wide range of opportunities at your fingertips. Not only is it the largest, most technologically advanced integrated health care system in the nation, but we also provide many other services to Veterans through the Benefits Administration and National Cemeteries. For more information on the Department of Veterans Affairs, go to

Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more . KEY REQUIREMENTS

U. S. Citizenship
English Language Proficiency required
Background and-or Security Investigation required
Must pass pre-employment physical
Selectees may be subject to one-year probationary/trial period DUTIES:

The Supervisory Medical Support Assistant (MSA) is responsible for ensuring the management of accurate and timely patient care coordination in all outpatient clinics (primary and/or specialty) at all sites, coordinating clinic administrative support activities in conjunction with the clinic director, nursing team leader and staff. lncumbent responsible for leading staff to carry out administrative activities in a patient centered manner. This includes enabling staff to provide excellent customer service and immediate responsiveness over the phone or in person.The work directly contributes to patients receiving timely access to VHA care in a consistent and efficient manner (including the provision of priority care for Service Connected veterans) and is critical to providing information which affects revenue for the facility. The quality of work directly impacts the effectiveness of health care provided to veterans and the ability of the Medical Care Cost Recovery (MCCR) to effectively generate revenue.

lncumbent deals with all levels of the general public and medical center staff. The incumbent acts as contact and resource for answering a variety of patients' questions regarding VA health care access, primary care systems, concerns, complaints, and eligibility. lncumbent guides Veterans, provides information and assistance andlor refers to appropriate assistance in a timely manner. Interacts extensively with HAS/ACS staff as well as staff of other departments. The incumbent receives personal and telephone contacts from a wide variety of callers, including patients, patient's families and representatives, physicians, nurses, various service employees and staff within the organization. Requires excellent skills in customer service, problem solving and conflict resolution. The work involves gathering information, identifying issues and developing recommendations to resolve substantive problems within the Outpatient Clinic section. Originality is required in refining existing work methods and techniques to ensure administrative goals are met. The incumbent constantly works under competing priorities, and must prioritize tasking using knowledge of organizational goals and priorities.

The incumbent is delegated authority necessary to manage assigned clinical administration areas, performing the full range of supervisory duties and responsibilities to effectively to utilize the manpower and resources allocated to Health Administration Service (HAS). This includes setting team goals and technically directing the work of subordinates. It requires planning, assigning, reviewing and acceptinglrejecting work done by subordinates. The incumbent will make work assignments, set or negotiate deadlines, and designate completion dates. Develops work schedules for employees to support workload.

Note: This position will require a one year probationary period for supervisors if not previously served.

Citizenship: Citizen of the United States.

Experience and Education:
(1) Experience: Six months experience of clerical, office or other 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.

English Language Proficiency: Must be proficient in spoken and written English

In addition to the basic requirements, qualifying for the GS-8 grade level requires a minimum of one (1) year specialized experience equivalent to the next lower grade level (GS-7). Examples of specialized experience includes: Supervise, plan and direct programs at medical centers and/or satellite outpatient clinics and have full responsibility for supervising at least one subordinate team leader or supervisor. 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 and administrative and professional responsibility for planning and directing the staff's activities. Responsible for extracting and analyzing data in order to provide reports in support of performance measures to senior management.

Note: The Professional Standards Board (a peer-review group) will review the selected candidate's qualifications and recommend the step at whcih the candidate will be placed. The salary is based on the grade and step approved for the selected candidate.

The Professional Standards Board will seek the following in a best qualifying candidate for the GS-8 level:

Demonstrated Knowledge, Skills, and Abilities.

1. Ability to provide the full range of administrative and supervisory duties which includes assignment of work, performance evaluations, selection of staff, and recommendation of awards and/or advancements.

2. Ability to collaborate, communicate, and demonstrate customer service and interpersonal skills with all healthcare professionals to ensure quality/continuity of care and ensure compliance with established policies and regulations.

3. Ability to provide briefings, orientations, staff development, and training.

4. Ability to manage fiscal matters, forecast resource and equipment needs, and identify budget needs.

NOTE: Evidence of experience must be supported by detailed documentation on your resume. Also provide work experience information such as hours per week for all jobs listed, a detailed description of your duties performed and starting/ending dates of employment (month and year format) to establish one (1) full year of experience. Failing to properly document your experience in detailed as described in the first sentence of this note may result in not being recommended for selection.


APPLICANTS PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement.) Therefore, applicants must report only attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education. Applicants can verify accreditation at the following website: All education claimed by applicants will be verified by the appointing agency accordingly. 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.

Veterans' Preference:
When applying for Federal Jobs, eligible Veterans should claim preference on their application or résumé. Applicants claiming preference based on service-connected disability, or based on being the spouse or mother of a disabled or deceased Veteran, must complete an SF 15, Application for 10-Point Veteran Preference. Veterans who are still in the service may be granted tentative preference on the basis of information contained in their applications, but they must produce a DD Form 214 or other proof prior to appointment to document entitlement to preference. For more information on Veterans' Preference, please visit . HOW YOU WILL BE EVALUATED:
Your application, résumé and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect consideration for employment. You may also be evaluated based upon the question responses you provide during a structured interview. In responding to structured interview questions you should be sure to cite specific examples of experience, explain exactly what you did, and the outcome. BENEFITS:

Working for the Department of Veterans Affairs offers a comprehensive benefits package that includes, in part, paid vacation, sick leave, holidays, life insurance, health benefits, thrift savings plan, and participation in the Federal Employees Retirement System. In addition to traditional "dollars and cents" benefits, we offer a range of benefits to help balance work and life. For more information please visit us at .

This is a non-bargaining position.

This job opportunity announcement may be used to fill additional vacancies. OTHER INFORMATION:

This position is in the Excepted Service and does not confer competitive status.

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. VA may offer newly-appointed Federal employees credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave.

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1,249 reviews
The United States Department of Veterans Affairs (VA) is a government-run military veteran benefit system with Cabinet-level status. It is...